Zingtree Tags: decision tree data

Decision Tree Analytics: About the Data Totals Report

Zingtree has powerful built-in analytics. In this series, we’re taking a closer look at some of these in-depth reports and how they help you learn even more about how customers use your trees. 

Data Totals Reports

The Data Totals Report allows you to access a complete summary of the data collected (by variables) for a given date range. With this functionality built into your Zingtree analytics, you can view the data gathered by Total, Monthly, Daily, and even Weekly, to get a broader, more consistent look into the end-user information being entered.

A Success Story

For our customer, Chris Boundy at 24 Legal in Southern Australia, this report has been especially handy. With the Data Totals report, his team is collecting key location and demographic information from their visitors to see a complete breakdown week-by-week, allowing them to better understand what kind of legal advice their visitors need, as well as where they live.

They ask for a postcode and then using a Zingtree webhook, map it to what kind of population center (large city, rural, etc.) the visitor lives in. A report that used to take them three days to compile is now available in minutes. Here’s a quote from Chris:

“We use Zingtree to help provide tailored legal information to South Australians 24/7. We specialise in identifying pathways to legal information and assistance – and Zingtree has helped us to achieve this service aim in a user-friendly format that works well for visitors to our website”

– Christopher Boundy, Manager Access Services, Legal Services Commission, South Australia

How to Access the Report

To view this report, go to Overview > Reports and select Data Totals from the drop-down menu. You can specify an exact date range to pull the stats from before clicking “Show Report.”

Select which data variable you’d like to generate the report for, then click “Create Report.”

Click which range the report should be in (Total, Monthly, Daily, or Weekly). You can even adjust how the report will appear, either showing dates in rows or columns according to your preference.

With the full report generated, you’ll get an at-a-glance look at all of the data entered within your given timeframe. You can repeat this process with any data variable you collect — from email addresses to gender and everywhere in between!

Learn more about our powerful reports and analytics:

Reach out to us anytime with questions!

Check the blog for more information on our Analytics and Reports.

How Customer Support Data Can Help the Value of Your Business

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For most small businesses and startups working with a customer-facing product, the people making the purchases are at the heart of what’s most important. Customers are the lifeblood of businesses, which is why it’s so critical to keep up with the data, learnings and optimizations to keep things moving forward in the best direction.

  • Do you know how much value your customer data is lending to your business? 
  • Is your customer support data truly being used to make improvements?
  • Do your customers feel connected and/or loyal to your business? 

These are just some of the questions that every kind of company should be asking themselves, and then acting upon on a regular basis. We shouldn’t have to say it, but we will: information is power! Having a high level of customer knowledge and understanding can help make your business smarter, faster and better placed among competitors.

If you’re already using Zingtree for your interactive customer support needs, you can collect and access relevant, accurate and in-depth customer data at any time, so you can make more intelligent business decisions.

1. Collecting Customer Information

Gaining a customer base is one thing, but effectively capturing important information from that customer base is critical to sustainable growth as a business. Without collecting and tracking key variables, demographics and levels of satisfaction, how can you really understand where your company is headed?

With built-in data entry forms for decision trees, you can automatically collect data from your customers as they navigate through your interactive knowledge base. Once gathered, you can pass this information along to any CRM service easily, making the support process much simpler and more valuable for your business, your support staff, and (most importantly) your customers.

2. Building Brand Loyalty

When customers engage with your business, they expect that communication to accurately reflect the brand they know (and hopefully love). It’s become the standard preference among customers that the more personalized, customized and informative an interaction is, the happier they are with the support they received and the company itself!

Integrating custom self-help solutions like troubleshooter decision trees is a great way to not only solve customer problems, but also to test and track your own customers’ preferences where customer support is concerned. After all, understanding what your customers prefer is the best way to serve them well and build up their loyalty.

3. Offering Flexible Solutions

2 out of 3 consumers prefer self-service versus speaking with a person for customer service inquiries, but this statistic leaves behind the remaining third who want to deal with support on different terms. Emails, phone calls and live chat are all used widely, and serve their own functions separate from self-help support.

Offering flexible, multi-channel support is the only way to truly identify what your own customer base is looking for, and then effectively optimize for those channels. By narrowing down the specifics of what support solutions your customers want to tap into, you’ll be able to weed out others that don’t work and enhance the efforts of those that do, saving your business a ton of time, money and human resources.

4. Tracking & Analyzing Results

The month-to-month performance results of your customer support efforts help to lay the foundation for all of your customer communications to come, so it’s absolutely necessary to stay on top of the numbers and take note of any irregularities, improvements, etc.

Are your customer call resolutions taking more time than they should or have in the past? Do your customers consistently get hung up on one area of your product or service? Getting to the root of any underlying problem, as well as identifying any particularly stellar performance analytics, can help your business optimize interactions — support-related or otherwise.


Zingtree makes it easy to build customized, informative decision trees to satisfy your customers and your business. Contact us to learn more or get started today!

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 Button Click Traffic Report, Designer Enhancements and More

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This latest Zingtree update is once again powered by our clever customers. We just take the ball and run with it.

Here’s what’s new this week:

New Traffic (Button Clicks) Report

For each node, you can see how often each button is clicked for any date range.  Also, you can walk through your tree and see clicks for the next node. Thanks to Elise M. and Matthew S. for the suggestion.

Designer Updates

We’ve made the color palette better, and the root node is now a unique dark shade of green.  Thanks to Corey D. for the inspiration.

Also New and Notable

  • Fix: Mobile output looks better due to a meta tag scaling fix
  • Update: Reports list ordered by popularity
  • Fix: Super user status not always recognized in My Trees (h/t Trey H.)
  • Update: Added content-question and content-answer classes to tree output for more CSS control over question and content areas. (h/t Kolja W.)
  • Fix: Breadcrumbs links went back one step too far. Fixed. (Cris M.)
  • Update: Session Notes now turn red if there’s a previous note, shows previous note. Also appears in Session List, Session Data reports. (h/t Florent N.).
  • Update: Added API for Session Notes extraction
  • New: Settings now has a Language option to ensure Back button and Email Node fields are localized properly (h/t Mike H.)

Got a great idea? Send it to us, and watch it magically appear in the next update!