Tag Archives: decision tree maker

7 Tips for an Effective, Interactive Knowledge Base

Interactive Knowledge Base

These days, there are quite a few solutions for improving customer service and support in completely digital ways. Customer-friendly knowledge bases are one tried-and-true way to present every bit of important information, tutorials, and how-to’s in a completely categorized display. Your typical, traditional website knowledge base can’t compare to the power and effectiveness of a fully interactive knowledge base, however.

Armed with guided instructions that are compacted into smaller, more digestible pieces, interactive knowledge bases allow customers to quickly troubleshoot, find answers, and solve complex issues, all without calling your business up on the phone. Zingtree enables organizations and businesses of all sizes to create and integrate a customized, easy-to-use, interactive knowledge base into their support system, so every customer gets the answers they need. In fact, we host our own Zingtree FAQ on the Zingtree platform itself!

Here are just a few of our best tips for building the best interactive knowledge base you can.

1. Nail down your categories and main topics first.

Start with an outline of the topics you want to cover, as well as the categories of topics that they belong to. Having this thoroughly laid out before you set in will help you visualize your completed knowledge base, as well as make sure that you’re not missing any key topics, tutorials, or FAQs.

Here’s an example of how we have our own interactive knowledge base set up:

2. Always add a search bar.

The key to having a fully automated, interactive knowledge base is to make it as easy as possible for customers to direct themselves to the correct article or tutorial. Adding a search bar to the top of your knowledge base will prompt any unsure customers to see if they can quickly pull up the answers or information they need. It’s a simple tip, but one that your customers will absolutely appreciate!

3. Start with your favorite tool.

It’s important to work with the decision tree-building tool that works best for you, personally. We offer up a few different ways to get started:

  • Overview: Build your trees from scratch, piece by piece (or rather, node by node).
  • Visual Designer: Draw out every node, connection, and final result in one visual space.
  • Wizard: Quickly create by answering a series of questions and answers that ultimately build the final tree.
  • Spreadsheets: Start creating in Excel or Google Sheets and import for refinement.

4. Word everything carefully and concisely.

Beyond the general advice to keep wording (especially complex wording) to a minimum, it’s important to carefully craft each question, how-to, or other information to be perfectly clear, and never use phrasing that could steer customers down the wrong path. Keeping the decision tree questions and information presented in your interactive knowledge base as simple as possible and structuring them in an easy-to-absorb way is the best way to help customers get the help they need.

5. Use videos and animated GIFs strategically.

Visuals are proven to aid in information retention, plus they are fun to look at and are easy for customers to save to their respective desktops for future use! An interactive knowledge base built with decision trees allow for businesses to embed documentation and/or visual media to help convey information better. Using photos, graphics, and GIFs, and adding relevant videos to your questions is a hugely productive way to communicate instructions within limited space.

Here’s an example GIF that clearly shows how to connect nodes in our Visual Designer:

6. Link to more in-depth information where it’s needed.

There’s a lot to be said about going with a more streamlined, bite-sized approach to your support articles – something that our decision trees help a lot of businesses with. When in doubt, it’s always better to keep things short and to the point while linking out to further information or details when needed. Our decision trees allow you to use what we call “link nodes” to easily open up into a new window.

7. Integrate with CRM systems and other platforms.

One of our best tips for building a great interactive knowledge base is to make sure that it’s all linked up to CRM. Zingtree decision trees integrate directly with Freshdesk, Salesforce, Zendesk, and just about every other CRM out there to make the sharing of information fast and easy. With these integrations in place, support staff will have a much better look at where customers are getting held up, and can quickly send a full decision tree transcript over to their CRM for fast access.


Head over to the Zingtree FAQ to see how we set up our own interactive knowledge base with decision trees, or check out the Gallery to get inspiration for your trees!

Anything else? We’re always here to help you get started, offer advice, and answer any questions. 

Address Auto-Complete and Verification in Decision Trees

Many of our call center customers are using Zingtree to collect data from their customers, and in a sales or shipping application, there’s always an address form or two to fill out. Our customer Tom K. asked us if there was a way to make this process faster, and also to verify addresses to eliminate costly shipping errors. The short answer? Yes! Zingtree has an automatic address auto-complete and verification capability available to you.

Note: There is an extra cost for each address verification lookup: two lookup credits, or $0.02 per lookup. And currently, this is for addresses in the USA only.

Here’s How It Works

As you start entering an address, Zingtree gives you selections on every possible match:

The more text you enter, the fewer matches appear:

Once you select a match, the city, state and zip code are filled in automatically, and the address is verified against the USPS database. If the address is valid, a “USPS Verified” tag will appear in the form:

Try a demo here

How to Set Up Address Auto-Complete and Verification

Setting up a form with address verification requires two parts:

  1. Enable the Verify USA Addresses option in the Tree’s Settings.
  2. Set up your address entry forms, using the new address 1, address 2, city, state and zip field types.

Step by step, here’s how to do it:

  1. Select your tree, and go to the Settings tool.
  2. Make sure Verify USA Addresses is checked. This will enable the special address field types.

  3. Click Update Settings.
  4. Now, go to Overview, and edit a question node where your address form resides.
  5. Locate the Data Entry Fields area, and click Add to add fields.

  6. Add the first line of address entry, using the field type Address 1:

  7. Add the second line of the address, using the Address 2 field type.
  8. Add a field for the city, using the City field type.
  9. Add a field for the state, using the State field type.
  10. Add a field for the zip code, using the Zip field type.
  11. When you’re done, the data entry fields summary will look something like this:

    Important: Make sure the field types are all set properly.

  12. Save your node by clicking Save Changes.

That’s it! If you like, you can copy our Gallery demo tree and modify it for your application. Or, just examine it to see how it’s built.

If you like this feature or have any ideas on how to make Zingtree even more useful, please send us a message.

Decision Tree Maker: Troubleshooting for Tech Support

Troubleshooting has been a key problem-solving technique used by technical support teams and agents for ages. For every type of product or service in existence, there are countless types of issues that can potentially occur; troubleshooting aims to help narrow down what that problem could be for each customer, based on other contextual factors.

Zingtree makes it easy to build custom, interactive troubleshooters for tech support that are simple and straightforward enough for anyone to use and understand. When YouMail, the leading provider of visual voicemail, realized that they needed to resolve their support inquiries more quickly, they looked to automated troubleshooters to help. Using a clever mix of our interactive troubleshooters and YouMail’s own technical support staff, the company was able to amp up their customer support efforts, and assist customers in a wider range of questions and issues – all while saving money.

Here’s how our interactive troubleshooters have allowed YouMail and other companies to streamline their tech support departments.

Improving Self-Solving for Customers

While traditional methods of customer support are still in practice today, the vast majority of customers (72%, in fact) prefer to use self-service support options before reaching out to a live agent to resolve their issue. Turning a complex interaction into a simple click-click-click provides an easy-to-digest platform for people to find solutions all on their own, at any time or place. Offering these types of avenues for customers to find answers, understand technical processes, and troubleshoot problems, will greatly improve how you serve your customers, and, in turn, how they will feel about your company.

Providing a Complete, Guided Path

Information is always easier to follow and retain when you’re being gently guided through bite-sized pieces of information. Interactive decision tree troubleshooters are a more user-friendly way than traditional troubleshooting methods to guide people through a series of in an interview-style way, which helps to keep the process moving along and customers more engaged with the information being presented. You can even add customizations and visuals like GIFs, videos, and photos to help display information in a more fun and engaging way.

Connecting with Existing CRM

Effective technical support strategies should integrate every method and means of customer communications in a centralized way. For most companies, this means having a built up knowledge base, FAQ, and live support that can share information with one another seamlessly.

Zingtree troubleshooters Integrate directly with Salesforce, Freshdesk, and any other CRM platform, making it easy to pass along proper information from the troubleshooter straight to an agent. If the troubleshooter doesn’t solve the problem, the entire Q&A session history is sent to you, or imported into your CRM, saving tech support from a lot of back-and-forths.

Here’s an example of how a Zingtree session transcript appears inside of Zendesk:

Optimizing with Reports & Analytics

With built-in, real-time analytics and powerful usage reports, businesses can view the direct impact of their interactive troubleshooters for tech support.

  • Performance/Results Report: see how your help system is performing.
  • Session List Report: see all the different customer sessions during a date range, and easily click for more details such as what parts of your troubleshooter they visited, their node-to-node path, and for how long they stayed on each node/question.
  • Traffic Map Report: quickly access a complete view of the content in your decision tree nodes, as well as a breakdown of the traffic to each, shown in both number of clicks and percentage of total traffic.

The Basics: How to Build a Troubleshooter

To get your troubleshooter up and running as quickly as possible, we recommend using the Zingtree Wizard tool.

Set up in a guided, form-based way, the Wizard allows you to supply every question, answer, and other pieces of content for each stage of the troubleshooting process. As you dive further into the creation of your troubleshooter, you can fill in more of the nitty-gritty details, and see a live preview of what the page will look like:


Companies that integrate Zingtree troubleshooters into their customer support processes have seen a 20% reduction in technical support costs on average, as well as improvements in the overall volume of incoming tickets. 

Get started with an interactive troubleshooter, check out our Gallery for more inspiration, or reach out to us with any questions!

Decision Trees for Sales Retail: Phoenix Bats Case Study

Phoenix Bats + Zingtree

Helping customers find and choose the right products in an interactive way

The Phoenix Bat Company has been crafting high-end baseball bats for over 20 years. Using only premium grade woods with the most advanced bat-making machine in the world, they deliver the most consistent and high-quality bats to their customers, including pro baseball players. With painstaking attention to detail and custom manufacturing, Phoenix Bats produces some of the best bats in the country.

Phoenix Bat’s Challenge

With customers at all skill levels and various requirements, visitors to the Phoenix Bats website were confused by the difficulty of researching and selecting the right bat for their needs. In search of a better solution, Phoenix Bats wanted to find an easy way for potential customers to find and select a wooden bat tailored to both the customers’ game and hitting style.

Zingtree’s Solution

Building a decision tree bat selector tool has enabled Phoenix Bats to guide customers to the baseball bat perfectly suited to their needs. With this interactive platform in place, customers are now able to quickly find a bat, leading to an increased conversion rate and improved sales. Phoenix Bats is also enhancing the end-user experience by using the Zingtree API.

“Without Zingtree, [our customers] would have to read through a number of different bat descriptions in order to figure out which bat is the best fit,” says Seth Cramer, General Manager and Co-Owner of Phoenix Bats. “Now, they get the answer in seconds.”

Key Statistics: 

  • 13 Trees: 13 decision trees in use
  • Lots of Bats Sold: Over 10,000 customers helped

About Zingtree

Zingtree is the most user-friendly platform for creating and implementing interactive decision trees that deliver answers faster. Quickly create a decision tree that your site visitors, leads, trainees and/or customers navigate by clicking buttons to answer questions, and receive detailed analytics on how trees are being used. Zingtree makes it easy to guide anyone through complicated processes – there’s no better way to help people get answers and solve problems.


Want to see more? Explore the Zingtree Gallery for examples of how our decision trees and interactive solutions provide value for businesses!

It’s Wedding Season: What Kind of Gift Should You Buy?

Wedding season isn’t madness for just the future forever-couple — the pressure of being prepared just to attend a wedding is enough to make anyone stress out. While we can’t help you pick out what outfit to wear, or help you decide if you should wear your hair up or down for the main event, we have taken the time to scour the Internet in search of the perfect gifts for any type of couple.

Whether you were lucky enough to be invited to an online registry or not, we’ve got all of the best gifts to fit your budget and the newlyweds’ new lifestyle. Click through our decision tree below to find the right one!

Automatically Including Location Data in your Decision Trees

Zingtree can tell a lot about your end-users just by gleaning information from their browser. For example, you can determine their preferred language, and where they are located.  Zingtree gives you an option to collect this information, and use it in your decision trees.

For example, you can pre-fill a Zip code field in a Data Entry field, or use Logic Nodes to branch to a node depending on the end user’s language or country.

Using the Collect Location Data option in the Settings tool, you can gain access to the following information:

  • Language
  • City
  • State/Region
  • Country
  • Zip or Postcode
  • ISP
  • Origin/domain of server
  • User’s IP address
  • User’s browser type

Getting Set Up

Adding this data to your Zingtree session is easy. Here’s how to do it:

  1. Select your tree, and go to the Settings tool.
  2. Select Collect Location Data.


    If you want to do this for ALL your trees, also click on all my trees. (You can disable enhanced data collection on all your trees in the same way.)

  3. Click Update Settings.

From now on, any sessions with your tree will also include these variables:

  • zt_language (The 2 letter code of the user’s preferred language. “en” is English.)
  • zt_country
  • zt_regionName (this is a USA state)
  • zt_city
  • zt_zip (also Postal Code)
  • zt_isp (the user’s Internet Service provider)
  • zt_org (the origin domain of the user)
  • zt_ip (the user’s IP address)
  • zt_browser (the user’s browser type: IE, Firefox, Chrome, Safari, etc.)

When you examine a session (like from the Sessions List report), you’ll see these variables as a part of your session, like this:

Got any cool uses for this? Let us know!

New Data Entry Form Updates and More

Besides turning Scoring Nodes into more powerful Logic Nodes, we’ve done a lot of little improvements and fixes in the last 30 days.  In particular, we’ve had a few requests for enhancing Data Entry capabilities.

Here’s what’s new:

  • New: Logic nodes
  • API: delete_form_data returns better error message if deleting already deleted form data (Jay H.)
  • Fix: Link nodes now wait for session data to save before linking out. Makes API calls from linked node work 100% reliably.
  • Fix: SSO URLs are now REST compliant (no & or ? characters) (Priya)
  • New: Added browser_language built-in variable (Eric J.)
  • Update: Logic node editor can set root node.
  • Update: Tree nodes can be set as root node (Chris P.)
  • Update: Only allows letters, numbers and underscores in tags. (Morgan A.)
  • Update: Edit Content Node shows advanced options by default if tags or any other advanced option is set (Bill Z.)
  • Update: Simple Overview shows node tags on each line (if they exist). (Bill Z.)
  • Update: Link nodes now show a “please wait” message, in case new page is slow to open. Also improves email-session-info.php experience.
  • Fix: No longer able to inadvertently create node #0 from Document Node editor. (James W.)
  • Update: Tree search (and search in Zingtree FAQ) now shows node title and tag matches first. This gives more relevant results for tree searches.
  • Fix: host-trees integration URL with a space in the agent name source= parameter now gives correct results (Juan C.).
  • Update: Create Tree for Excel, Sheets options now includes direct links to Excel, Sheets example files.
  • Fix: Blank lines in bulk agent submit no longer show an errant error message. (Allen J.)
  • Fix: removed extra white space at the bottom of embedded trees (Josh S.). (Requires getting new embed code.)
  • Fix: Now saves form data when jumping to a new tree and not continuing past the first node (Diana T.).
  • Fix: Session List CSV export now uses local time.
  • New: Session List (All Trees) Report (for Koltyn)
  • Fix: Agent feedback button didn’t show or work properly in embedded trees (Morgan).
  • Update: Button labels can now be 255 characters.
  • Update: Increased database performance by moving to SSD storage.
  • Fix: Now allows tags to be entered without having to press ENTER.
  • Update: Default tag choices that appear in tag list drop down in Settings, My Agents are from all agents and trees, and only from current organization.
  • New: Email and password field types now included in Data Entry Forms (Imran, Maximiliano)
  • Update: Now supports “required” option for radio buttons in data entry forms (Imran, Diana T.)
  • Fix: Tooltips now always appear
  •  Fix: Preview for authors with apostrophes in their name now works properly (Joe O’)
  • Fix: Nopermalink now gets passed as a parameter for host-trees.php (Jenn V.)
  • Fix: Uses https:// for hosting when going from https://zingtree.com/host-trees.php (Jenn V.)
  • Update: SSO restriction is set by default for new trees if SSO is set up for organization (Jenn V.)
  • Update: Better CSS for panels style tree rendering.
  • Update: Spaces in search parameters sent to host-trees.php turn into underscores so tag matching can work properly (Jenn V.)
  • Fix: Clicks and Usage report wasn’t showing true engagement due to using last click time.
  • Fix: Empty scoring variables no longer cause JS errors when rendering trees (Bob H.)
  • Fix: Emailed session transcripts from multi-tree sessions now get the proper questions before the tree jump (Travis A.)
  • Fix: Webhooks with no returned data no longer make JS errors while rendering tree (Bob H.)
  • Fix: Editing data entry fields – can now properly set Required attribute for multiline text fields (Bob H.)
  • Fix: Launching trees from host-trees.php now properly passes along agent name (Juan C.)
  • New: /api/get-history-data.php for use with updated Zendesk Support app
  • Update: Agent feedback now includes link to session transcript (Katheryn P.)
  • Update: Added last_click_time fields to get_session_data API call (Ricardo)

Phew!

As always, let us know if you have any suggestions, comments, or brilliant ideas!

Announcing Decision Trees with Logic Nodes

In order to make decision trees that can help solve real world problems, sometimes you need the ability to do more than just choose a path based upon a finite set of choices. For these reasons, we’ve introduced Logic Nodes into Zingtree.

In addition, we’ve found that many of our customer’s integrations are passing data variables into Zingtree, and there are situations where they would like to act on the value of those variables. Logic Nodes make this easy.

If you’re an existing Zingtree author, Logic Nodes replace Scoring Nodes from previous versions. Any tree that is using Scoring Nodes is automatically migrated to this new system, without losing any functionality or you having to do any updating of your trees.

Here’s How Logic Nodes Work

When you edit or create a Logic Node, you’ll see something like this:

Logic Nodes test the value of your Zingtree variables with a series of rules and jump to a node when a condition is met. The rules are applied in order, so once a rule condition is met, the node assigned to the rule opens next. You can also assign a default node to jump to in case no rules apply.

In the example above, if the variable fruit equals banana, then Zingtree will open node #8, the “Banana” node. If fruit is watermelon, then the default “Something Else” node opens.

About Variables

Variables can be numeric or text, and the comparisons work for either data type. You can bring variables into your trees in several ways:

Note: Your choice of variables is shown in a drop-down list. If Zingtree hasn’t encountered a variable yet in one of the above scenarios, then it won’t appear as an option.

Editing Rules

When editing your Logic Nodes, you can edit your rules as follows:

  • Reorder rules by dragging them up and down with this tool: Reorder Logic test
  • Delete a rule by clicking on this: Delete logic test
  • Select any existing variable from the Variables drop-down.
  • Select an operator (=, ≠, <, >, ≤, ≥ ).
  • Enter a value to perform the test upon.

You must also enter a default node to jump to if no conditions are met.

Conclusion

Zingtree Logic Nodes give your decision trees a bonus option for adding extra intelligence to your processes and troubleshooters. Do you have a cool application for Logic Nodes you’d like to share with us? Reach out and tell us your story!

Need a Creative Boost? Our Top Decision Tree Examples

Interactive decision trees can be incredibly powerful tools for technical support, troubleshooting, call centers, corporate procurement, purchasing and processing, scheduling, and so much more. The possibilities are endless for businesses, and even individuals, but it can often be a little difficult gathering the right inspiration to get started.

Our blog, gallery, website, and tutorials are full of decision tree examples to help you start off on the right path. In fact, we built our Gallery for exactly this purpose: To arm you with all of the tools and examples you might need. With the gallery, you can explore and examine decision trees to see how they are built for different functions, test out different themes and styles, and even duplicate existing decision trees so you don’t have to start from scratch.

We’ve hand-picked a few favorites to show just how dynamic these trees can be. Plus, we offer up some tips on customizing and personalizing decision trees to make them look and feel exactly how you want.

Great Decision Tree Examples

Basic Support Example

Click here to examine this decision tree example. 

Content Marketing Example

Click here to examine this decision tree example. 

HR Questionnaire Example

Click here to examine this decision tree example.

Personality Test Example

Click here to examine this decision tree example.

Appointment Scheduler Example

Click here to examine this decision tree example. 

Customizing Your Decision Trees

Personalizing and customizing decision trees is a fun way to inject a little character into your interactive experience. Once you’ve got those creative juices flowing, give some of these custom tweaks a try:

1. Use a Zingtree theme to mix and match different styles and colors.

2. Insert your own custom CSS to perfectly match your business or organization’s branding.

3. Add video, GIFs, and images to help support your questions, and add new visual elements to your decision trees.

4. Include icons (or even emojis) in your page titles and buttons.


Ready to get started? 

Check out the Zingtree Gallery for even more creative inspiration, and log in to work on your own. 

How to Create a Survey with Decision Trees

By nature, decision trees are powerful tools to showcase each “decision” along with its potential outcome. While already a recognized and respected way to create interactive guides, how-tos, and troubleshooters, decision trees are also a skillful platform for building, publishing and collecting survey data from both customers and internal employees.

Why Use Decision Trees for Surveys?

The general goal of a survey is to classify a population (who you are surveying) into complete sets, depending on their recorded responses. In this light, you can both represent the survey as a descriptive or analytical tool using a decision tree platform — it’s all narrowed down to the framing of the language used and in-depth paths created.

Better than common or commercial survey platforms, decision trees are ideal for creating these complex paths in a simple-to-follow format, so you never get lost during the building process. Additionally, decision trees make it easy to:

1. Build and implement surveys for recurring needs. 

Collecting information early and often is key when it comes to improving a business or organization. Decision trees are perfect for recurring surveys:

  • HR and internal surveys
  • NPS and customer satisfaction surveys
  • Market research surveys
  • Customer feedback surveys

For example, we use decision tree surveys for gathering information in a technical support request, and for when customers request demos. A little bit of background information goes a long way.

2. Include key information and helpful media. 

Depending on the survey at hand, it can be useful to embed documentation and/or visual media to help convey information better. Using visuals like photos, graphics, and GIFs, and adding relevant videos to your survey questions is a great way to communicate clear instructions and background information within little space.

3. Use logic to jump around complex paths.

Decision trees were built to simplify complex situations, including the complicated logic jumps and survey paths that can arise when collecting information. Our multiple survey building tools (shown below) make it easy to create and visualize the survey paths, end-results, and any missed connections within the logic itself. Plus, you can start building in a spreadsheet if that’s easier to wrap your head around initially.

4. Perform A/B testing and optimize results. 

To get the most from your survey, you’ll need to perform A/B testing on areas such as how your survey questions are written, the medium from which the surveys are sent, and how many questions are included. Using Zingtree Logic Nodes, you can easily A/B test surveys and determine which options are getting the most traction.

5. Customize with themes and branded CSS. 

Having a seamless look-and-feel with your own company or organization’s branding is important to how a survey is received by customers. Zingtree allows you to import your own custom CSS file to fit the design you want perfectly or choose from a selection of decision tree themes to mix and match color and style possibilities.

6. Embed surveys anywhere you need them.

Once you’ve created a survey using Zingtree, you can easily publish and distribute it through several ways. Have a web page or WordPress-hosted site you need a survey embedded on? You can do that. Need us to host a survey that you can quickly link your customers to? You can do that, too.

Getting Started: Building Your Survey

Creating a survey is easy with our toolkit, offering 3 easy-to-use options for creation.

The Wizard: The interface walks you through the decision tree building process while you provide the questions (and answers) that your end-users will see and navigate through.

The Designer: Draw out a decision tree on one screen, where you’ll be able to create the nodes and their connections to see exactly how the tree will flow.

Overview: A form-based option for creating one node at a time that consists of tools for refining your decision trees – perfect for content-heavy surveys.

Check out this real live decision tree example, showcasing a basic customer satisfaction survey template.

 


Zingtree makes it easy to build surveys, as well as question & answer style troubleshooters, scripts, sales filters and more to satisfy your customers, your agents and your business needs.

Contact us to learn more or get started today!