Zingtree Tags: data entry

The Best Tools for Call Center Data Collection

All customers calling into your contact center have one thing in common: they care enough to want to get directly in touch with your company. Whether in regards to a critical issue that needs to be resolved, a quick question regarding accounts, or a request for more information on your products and services, these customers are reaching out for one-on-one care.

Not only can Zingtree interactive decision trees guide your agents through the call, but you can also collect and verify data about the customer, including name, address, email, phone number, and anything else you like.

Customer Calls = Data Goldmines

With the right interactive scripts in place, your call center can automate the process of collecting important customer data. You can:

Fill out information about a customer’s specific problem, question or request:

Use entry fields like list boxes, check boxes, dates, text, and numbers – shown here on the backend:

And shown here how they would appear for end-users:

You can even include the collected information in other parts of the script later on!

Here’s how to set up a call center script to collect data.

Verifying Key Customer Data

Beyond data collection, Zingtree interactive agent scripts for call centers also allow your organization to verify customer emails and phone numbers, and even any USPS address, to completely avoid any costly errors or mistakes that can happen during the purchase or shipping process.

As you begin to enter a shipping address you’ll see every possible match appear – these options will show less and less as you type in more of the address being verified.

Once you select an address from the choices presented, the city, state, and zip code will be filled in, and the address will be checked and verified.

For the verification of customer phone numbers and emails, the process is just a little bit different to make sure that your collected data is nice and clean. In the email validation test, for example, you’ll just need to enter in the customer email address and the Zingtree will verify if that email is “High Quality” or “Unverified.”

Both phone number and email validation work worldwide. Please note: If you are entering phone numbers for people outside of the USA, you’ll need to prefix them with a +.

For more details:

With your data cleaned and verified, you can rest assured that your collected customer information is accurate and reliable.

Like these features? Have any questions, comments, or suggestions? Please let us know!

Update: New Decision Tree Designer and Data Entry Fields Management

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This latest Zingtree update is more comprehensive than most, primarily because we took some time to focus on our core decision tree building features and make them even better. You’ll see big improvements in Visual Designer, as well as managing Data Entry fields and editing nodes.

Visual Designer

The big change is that we’ve moved to a more powerful pop-up editor within Designer, and eliminated editing from the right panel. You now have a larger drawing area, and can do almost all of your work directly in Designer without having to go to Overview.

Designer also has “isolated” view – just click on a node, and you’ll see just the nodes and buttons connected to it. Additionally, you can print and export your tree drawings to PNG image files. And, Designer now loads 2x to 3x faster!

Important: To edit a node in Designer, you’ll need to double-click or right-click.

Here’s what some of the new changes look like:

Larger Drawing Area

larger drawing areaPop-Up Editor

Isolated View

Click on any node or button/arrow to highlight connections.

Other Designer updates:

  • Designer boxes resize to fit longer content when loading tree.
  • Designer with two buttons going to same place now has larger separation of arrow connectors.
  • Fix: Apostrophes in titles or questions now display properly.

Data Entry Fields

Also new is an improved way to manage data entry fields. Rather than inserting code into the content area, you can now manage data entry fields separately, which makes it easier for non-programmers to edit, add and change data fields.

Within the node editor (from Overview or Designer), you can add any number of data entry fields from a simple, easy-to-use form.

Complete instructions on how to use Data Entry Fields is in the Zingtree FAQ here.

Other Enhancements

Several other improvements and fixes are in this update, including:

  • Update: Tree node search now includes tags in search (h/t Trey H.)
  • Update: Simplified Edit Node.
  • Update: “Hide from Agent Portal” no longer defaulted when creating a new tree. Also gives hint to check this if no trees found in Agent portal.
  • Update: Copy Node on node editors, no more “Save and Create Duplicate”
  • New: Can now edit two trees at the same time through Designer, or keep two tabs open for different trees.
  • Fix: Edit Tree Node now shows links to all trees in your organization.
  • Fix: Traffic Map report now shows tree node links. (h/t Ben C.)
  • Fix: email-session-info.php will now substitute #source# or #agent# in the link (link node fix) (h/t Craig)
  • Update: Simple overview only shows scoring variable if scoring is being used.
  • Update: Preview now substitutes #agent_name# for author name. (h/t Marlin)
  • Update: Email nodes now insert body of message into “Notes” form field, which can be viewed and exported from the Form Data report (for Holly B.)
  • Fix: Search results linking to a tree node no longer fail (Chrissie)
  • New: Can delete multiple nodes easily from Simple Overview (for Ben C.)
  • Fix: Last Opened in My Trees page is adjusted for the user’s time zone (h/t Elijah H.)
  • New: Button Clicks report has a View All option to see all nodes on one page (h/t Mike H.)
  • Fix: apostrophe’s in page title no longer messes up #taglist# link tracking (Chrissie)

Thanks again to everyone who suggested updates! I’m sure we may have forgotten a few of you.

As always, if you have a suggestion to make Zingtree work better for you, please share.

Form Fields: Decision Trees with Data Entry

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One of the most requested features for Zingtree interactive decision trees is to have the ability to collect key customer information from users while they are navigating your tree. So, we made it happen!

With Zingtree’s data entry feature, you can do things like…

  • Add form fields to your trees (text, list boxes, check boxes, radio buttons, dates and numbers).
  • Include form data dynamically in other parts of the tree (i.e. you can ask for a name in the first node, and have that name appear in other parts of the tree).
  • Export form data into any other system, including Help Desk or CRM applications.

For example, your decision trees can gather data like this:

Example Tree

Try the Form Fields and Data Entry Demo tree from the gallery. This will ask you for some information, echo it in other parts of the tree, and finally inject it into a standard HTML form.

How to Include Data Entry Fields in your Tree

Here’s how to add a Data Entry field to a node:
  1. Edit a question node from Overview or Designer.
  2. Click Add next to Data Entry Fields.

  3. A new Data Entry field dialog appears.  Select the type of data you want to collect, and enter a variable name and a label which the end-user will see.

  4. Select Required to make this field require an entry before proceeding.
  5. For radio buttons and list boxes, you can enter the option choices as well. If you are using scoring nodes, you can enter a score variable, and a score to assign to each choice.

  6. Click Add Field when finished.

 

Inserting Form Field Data into Other Parts of the Tree

Once the end-user adds data to a form field and then clicks a button, this data can appear anywhere in the tree’s content, question or title areas. The trick is to use the variable name, surrounded by # characters. For example, after adding a text input field named name,  insert text like this into a node to show the value of name:

Hello #name#! Welcome back.

The #name# part will be replaced with whatever was entered previously into the name field.

Injecting Zingtree Form Data into Other Systems

Once your form fields are set up and your tree is running, the entered data can be injected into any other form.  Here’s how to do it:

  1. Make sure the variable names in your Zingtree form match the variable names on the form you want to inject data into.
  2. When opening the URL for the destination form, make sure to include &session_id=#session# in the link URL.
  3. In the destination form, include this piece of code:
    <script id="zingtree_field_id" value="session_data" src="//zingtree.com/api/zingtree.js">
    </script>

When the destination form is opened, it will include the data from the Zingtree session in the fields that match.

The Form Fields and Data Entry gallery tree shows a full example. Click all the way through, and you’ll see an HTML page with Zingtree forms data present.

Misc Notes

  • The form fields button in the editor is not available in Designer. You’ll need to use Overview, Edit Node to access it.
  • Tech note: If you’re hand-coding the HTML for your forms, each form element must have a class of zt-data to be recognized and saved.

Any questions? Reach out to us at any time.

Updates: New Reports for Data Entry & Node Analysis

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This week’s updates are centered around helping our customers get more information from their Zingtree sessions.

In Usage Reports, you’ll find two new options: Session Matrix Report and Form Data ReportThere are too many people to thank for this suggestion, but specifically Nilou, Ben. C, Todd N. and a few others made these requests.

Session Matrix Report

For every session in a date range, this shows all the nodes and what buttons they last clicked upon. We eliminated Back and Reset button clicks to give you a true feel for what choices people are making on every node. This is also exportable as a tab-delimited CSV, so you can easily import this information into Excel or Google Sheets for further analysis.

Another option is to show the button score values instead of the button text. For some of you, this may prove more useful.

Here’s an example of the Session Matrix report from our Gallery.

Form Data Report

Want to see what people are entering into your Zingtree Data Entry fields? The Form Data report has the answer. Like the Session Matrix report, you can see what data people have entered for each session.  This is also exportable as a tab delimited CSV.

Here’s an example of the Form Data report from the Zingtree Gallery.

Also New This Week

  • A/B test option for scoring nodes (thanks Ben C.)
  • Shrink/expand headers option in Agent Portal (also thanks Ben. C)

We’re lucky to have such engaged, awesome customers. Do you have any feedback? Please reach out!