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:
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.
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 Wizardtool.
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.
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.
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.”
13 Trees: 13 decision trees in use
Lots of Bats Sold: Over 10,000 customers helped
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!
May 23, 2017 | Categories: Just for Fun |
by Debbie McCormick
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!
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:
Zip or Postcode
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:
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.
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.
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:
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.
Travis A., who is implementing Zingtree for a video technology company, was keen on using Zingtree to try to reduce his team’s support ticket load. He also needed to import a synopsis of the Zingtree session data into his Zendesk tickets so his tech support people could get some time-saving background information.
Travis wanted to emphasize the condensed Q&A part of the session. Done!
Here’s the new look of the Zendesk Decision Tree Support app:
Here’s what’s new in the Zendesk Support App, version 4:
The Q&A view is now the default.
Any “back” or “restart” button clicks no longer show in Q&A view.
The answers clicked are highlighted, so it’s easy for a support person to see where the customer went at a glance.
In case you haven’t noticed, we’ve been busy improving Zingtree over the past six weeks. Aside from the new Single Sign-on and Dual use tree features, here are the other more subtle updates we’ve recently added into Zingtree:
Fix: No longer allows multiple feedback clicks on submit feedback button (Katheryn P.).
Update: AGENT_ and USER_ prefixes on buttons only show them in agent mode or end-user mode (Travis A.).
Update: Tag matching on trees (host-trees) now saves state for each tree clicked, shows marker if a session was started with that tree (for Jenn V.).
Update: Added nochrome=1 option to host-trees to show minimal tag matching results.
Fix: Using a tree node to launch a tree with a webhook in the starting node now runs webhook (Chrissie).
Update: Reports are now in author’s local time.
Update: Zendesk app version V9B now manages merge variables properly.
Update: Zendesk app gets ticket’s list box values instead of tags as merge variables to insert into agent scripts.
Fix: Form data report items now syncs with session list report (Diana T).
Fix: Session Matrix report now uses last click time for date ranges.
Fix: Scoring nodes no longer occasionally add a zero to scoring variables.
Fix: email-session-info script updated to handle some timing issues causing missing form data.
Update: Data Entry radio button fields now render using entire width of node, not half of width.
Fix: Date picker for subtrees works properly (Chrissie).
New: Sessions List has options to show first click/last click (Ricardo).
New: Sessions list report shows total time spent.
Update: Added Agent Portal Parameters option to pass custom URL values into agent portal trees (Chrissie).
Update: My Agents page now hides advanced options by default.
New: Server-side include example page.
Fix: Last click time in session data now always accurate (Ricardo).
Fix: Session form data reloads are now more reliable – fixes edge cases on timing errors (Ricardo).
Fix: New lines in Agent Feedback Comments now appear in emails, comment review pages (Katheryn P).
New: Tree Nodes and Link Nodes can now have tags (Morgan).
New: find_tree_sessions API (Chris P.).
Fix: Double quotes in session variables (via Zendesk) caused state not to get properly set (Ricardo).
New: API added find_agent_sessions as equivalent to original find_sessions. Makes better language since we added new find_tree_sessions API.
Update: get_session_data API call now includes “seq” in the path as click number (Chris P.).
Update: Form data, Session List reports now based off of “last click time” during a session, instead of start time (Ricardo).
Update: Session List report now shows an icon if the session includes form data.
Added demo for embedding with breadcrumbs in the container.
New: Import from Oracle Service Cloud XML in Create Tree.
Fix: FontAwesome icons updated to version 4.7 for Preview, Deploy.
Fix: FormData report and Session List report now use same time starting criterion.
Update: Added date_format option to hosting or embedded URLs to allow custom date formats in date picker (Chrissie, Jane).
Fix: Properly sends ampersands in subject line for email-session-info link node (Alok).
New: Can now see all feedback comments for a tree by clicking on comments bubble in My Trees (Guil).
Update: Date picker now uses user’s locale to format dates and show proper month names.
Fix: Emails with apostrophes now are able to be added to MailChimp lists.
Fix: Validates Tree IDs on spreadsheet import for tree nodes.
Fix: Now gets root node for tree imports as first node in list, even if not #1 (Katie).
Update: Zendesk agent scripting: tags prefixed with “perm_” are never removed from Zendesk once added (Jamel).
Thanks to all of our hard-core authors for suggesting most of these updates.