Zingtree Tags: decision trees

Prepare Your Support Call Center for the Holiday Rush with Zingtree

call center scripts

The most chaotic season of the year is quickly approaching, and it’s more important than ever to prepare your call center staff for the impending holiday craziness. Beyond having helpful, well-trained agents at the ready, it’s smart to adopt technology to handle inquiries and get agents online faster.

Zingtree interactive decision trees and call center scripts are one way to avoid the headache of customer service disarray during the peak periods of November and December. With customers self-solving using customized decision trees and agents being guided with interactive scripts, your support team will have a happy holiday season instead of a hectic one.

Decision Trees for Customer Support

Happy customers lead to happy agent staff, and vice versa. Zingtree is an amazing tool for any customer support team, as it allows you to create custom troubleshooters to take customers, or agents, through the support flow step-by-step.

Organizations that deploy Zingtree troubleshooters have seen a 20% reduction in support costs on average. Customers are gently guided to answers, and, if a problem can’t be solved, your agents receive background information on the problem, saving time and resources. With no programming required, Zingtree decision trees and troubleshooters make it easy to build each step of the process so no important information is left behind.

With design customization and plugins to fit your integration needs, Zingtree can help you ramp up your support this season.

Agent Scripting Solutions

High-tech solutions can also empower your live support agents to be efficient and effective when communicating with customers. Agent Scripting is a robust tool for any company offering chat or phone support.

Scripts are easy to build using Zingtree’s tools, you’ll effectively reduce time and resources spent on holiday support. With powerful tracking and analytics, Zingtree agent scripts help companies collect useful data that can even be used to prepare for the holidays next year – we even have a direct integration with popular customer service platform, Zendesk!

Learn More

Remember – the holidays can be stressful, but with proper preparation for your call centers and support staff, you’ll make the load just a little bit lighter, and the season just a little more jolly!

Visit Zingtree.com to get started free for 30 days, and see how Zingtree will save you time and money.

This article was originally published in November 2015 and has been updated for accuracy. 

How Decision Trees for Insurance Can Simplify Policies & Procedures

decision trees for insurance

Having exceptional customer service isn’t reserved for typical B2C companies. In such a tumultuous and often scary industry (for consumers, at least), insurance companies and agents must also take a close look at how their customers are perceiving the assistance they are getting. Understanding is also a huge part of this customer experience. Why? Because insurance is complicated.

Improving Insurance Call with Decision Tree Scripts

For many insurance companies, automation is an angle that’s gaining traction for providing more streamlined and consistent customer service. Our partnership with EasyInsuranceScripts.com is a great example of how decision trees are being used to simplify.

Simply put, Ted Baker, the Founder of EasyInsuranceScripts.com, envisioned a more streamlined way to improve how independent insurance agents were being trained, guided through complicated conversations and policy selections, and processing claims. In an industry with so many small, yet important, details to be understood, these conversations and processes can become intimidating very quickly.

With our own knowledge and experience in simplifying the complex, we knew decision trees would be an ideal fit. Joining forces between Zingtree and EasyInsuranceScripts.com has allowed Ted’s services to offer the most comprehensive set of resources for independent insurance agents as a result.

“It’s amazing that I’m able to automate all of this for independent insurers,” says Ted. “For me, the ROI of decision trees is immediate. Introducing standardized decision tree scripts for insurance has allowed the insurers in my network to really thrive. With scripts for guiding conversations, interactive trees to train new agents, and the reporting that comes along with it, agents are able to provide a better customer experience that’s consistent and informative.“

Hard Numbers: Where the Data Fits In

While each insurance agent or organization may have varying experiences, industry knowledge is key in understanding how much this kind of customer service and care matters for insurance. McKinsey recently published an article on how focusing on improving customer experience has a direct effect on growth and profit in the insurance industry:

McKinsey’s global research across industries shows that improving the customer experience can do far more to drive profitable growth than raising advertising spending or lowering prices. Some executives may still see insurance as a low-engagement, disintermediated category, but analytics prove that in an industry where profits are highly concentrated, leading carriers are delivering customer experiences that inspire loyalty and attract new customers frustrated by their experiences with their current carriers.

Here’s a handy chart that helps to summarize how insurers must improve the customer journey:

 

A typical insurance carrier today delivers customer experiences via separate functions (marketing, distribution, underwriting, claims), using a website, sales call center, service department, and so on, most managed by different executives with different goals and metrics. This structure may have its purposes, but it overlooks the fact that from the customer perspective, the experience is often a single journey.

Real-World Example: Decision Tree for Insurance

Here’s a sample tree, derived from one of the Easy Insurance Scripts trees:

 

 

Have any questions? You can learn more about how to simplify insurance products and processes on our site or feel free to reach out directly.

Decision Tree Customizations – Animated Themes and Custom Colors

One of the most common requests we have had from customers is to make it easier to make Zingtree decision trees look even more awesome. So our design team and engineers worked together to make new animated themes, some colorful static themes, and an easy-to-use mechanism to make tree color customizations easy.

You can try this now on one of your existing decision trees, by clicking Set Colors in the Settings tool. If you don’t have a tree built yet, try it using one of our Gallery trees.

Once you launch Set Colors, you can choose from various themes, and also customize the color scheme used in each theme. The control panel is easy to use – it looks like this:

This video shows some of the capabilities:

Here are a couple of examples of what your decision trees can look like:

Default View with Panels

Animated Radio Buttons View with Panels

Advanced Customization – Technical Details

Zingtree’s theme and color customization scheme works by generating a CSS file, which controls how your decision tree appears. If you want even more customization, you can:

  1. Extract the CSS file that Zingtree builds – this is in the Custom CSS URL field in Settings. (Just open that URL in your browser.)
  2. Modify the file in any text editor.
  3. Upload the modified file to your own server. (Note that this file must be accessible via an https URL. If needed, we can host it for you. Just ask!)
  4. Enter the URL of the new file in the Custom CSS URL field in the Settings tool.

Like this? Love this? Have a suggestion to make customizations even better? Let us know!

Credits: Iggy made the animated themes, and McDeb did some tweaks and cleanup to make them work with our customization scheme. Great stuff, people!

Using Decision Tree Call Center Scripts to Make a Better BPO

call center scripts

Call centers are the epicenter of many customer service interactions, and many have hundreds of representatives who take customer calls and solve problems in real-time. However, not every company has the bandwidth, resources or infrastructure to run their own call center — that’s where BPO (Business Process Outsourcing) call center scripts become important.

BPOs perform all call center-related activities for another organization. For a BPO call center to be effective, it needs to onboard new agents quickly, and ensure that every agent is following the proper processes and procedures of the sourcing company. There’s an inherent disconnect when internal processes are outsourced, and that’s where Zingtree interactive call center scripts can prove invaluable.

1. Standardizing for Best Practices

Written in the company’s voice and adhering to its own processes, agent scripts make it easier for support reps to solve customer problems as effectively as possible. With standardized interactive decision tree scripts to guide a BPO call center agent through each conversation, every agent will know precisely what to say (and when to say it).

2. CRM & Help Desk Integration

Zingtree decision tree scripts are easily integrated with any CRM tool used by call center agents, including Salesforce, Desk.com, Zendesk, and others. By connecting agent scripts to a CRM platform and passing data using Merge Variables, BPO call center representatives can see customer information inside the script, and logic decisions can also be made depending upon data imported from the CRM. With Zingtree’s pause-and-resume feature, the most recent node and session history are saved with the ticket. This is handy if another agent takes over a ticket, or to see what happened during each call. All steps taken are clearly visible.

3. Rapid Training & On-Boarding

Getting agents up and running quickly, armed with the necessary knowledge, is an absolute requirement when outsourcing. Some BPOs use interactive scripts as a training aid, and others as a template to follow during each conversation. No matter how they are used, interactive scripts are an essential part of getting new agents online and scaling quickly.

4. Analyzing, Optimizing & Doing Even Better

After deploying a standardized agent script, reports and analytics can show how scripts are performing, and identify any areas of improvement. Interactive agent scripts allow you to automatically track each and every call center agent interaction and each customer’s reason for requiring support, as well as see how your script is being used (in aggregate or by individual agents). With these reports, the sourcing company and the BPO call center can easily locate pain points, check on agent performance, and even keep track of progress with call center KPIs.


Getting Started with Zingtree Call Center Agent Scripts

Follow our in-depth instructions for building your interactive agent script. Once your script is ready, you can:

  • Host on any web page or browser for easy access.
  • Integrate with Help Desk and CRM systems.
  • Get complete analytics and reports for optimization.
  • See full Q&A transcripts of every call for better understanding.
  • Keep track of agent performance.

Check out this short video to learn more about how Zingtree Agent Scripting can improve your call center BPO:


Ready to get more from your call center BPO? Sign up or log in and build your first interactive call center agent script!

This article was originally published on March 21, 2017.

Yonyx Alternative – Better Guided Customer Interactions with Zingtree

We often get requests from companies that have deployed decision trees in the past with Yonyx and are looking to migrate to Zingtree. These occur for some of the following reasons:

  • Zingtree offers a better price with our pay-for-what-you-use model.
  • Zingtree tools are more modern, and easier to use.
  • Zingtrees present better. Customers have more options to create the look and feel they envision, choose custom colors and button styles, use effects and transitions, and better match their branding.
  • Customers like Zingtree’s integrations capabilities more – specifically the Webhook system and Zapier integration.
  • And more…

In response, we’ve created an import tool to make it easy to migrate your Yonyx trees to Zingtree. You can test out your Yonyx trees in Zingtree, tweak them, and see for yourself how they render and perform.

Here’s how to import Yonyx decision trees into the Zingtree alternative:

  1. Export your Yonyx tree into XML.
  2. In Zingtree go to My Trees, and click Import.
  3. Pick Import from Yonyx XML file.
  4. Select the Yonyx XML file to import. It will be uploaded and converted into a fully functional Zingtree decision tree.

Are you looking to move from Yonyx? Tell us your story!

Upload File Attachments into Decision Tree Sessions

Many customers have asked for a way to include file uploads as a part of a Zingtree decision tree session. Some use cases include:

  • Attaching a screenshot.
  • Including a photo.
  • Uploading a document.

Overview

Using Data Entry Fields, you can pick the File Upload field type. This allows you to include one or more files in the session data gathered by Zingtree. When the end-user uploads a file, here’s what happens:

  1. The file is copied from the end-user’s computer to a Zingtree file storage server.
  2. Zingtree assigns a variable to the URL where the new file resides.

Security note: Each file uploaded has a random 7 digit prefix or session ID attached to it, so that files with the same name aren’t overwritten, and the file names cannot easily be discovered by hackers.

How It Works

When the end-user reaches a node with a file upload, they will see something like this:

Clicking Upload Document File allows them to choose a file on their computer. Once a file is chosen, the button changes:

How to Set up File Uploads

When editing a node, do the following:

  1. Go to Data Entry Fields, and select Add:

  2. Choose File Upload as the field type, and enter a variable name and label for the upload button:

  3. Click Add Field.
  4. Now click Save Changes to save changes in the node you were editing.

It’s that simple! This gallery example shows how a simple file upload tree is built.

If this is useful for you, let us know. We love customer stories!

How to Display a Session Summary in your Trees

We get many requests to make it easy to show a session summary inside of a node. This can be helpful for an end-user to see how they reached a certain decision while traveling through the tree.

This is accomplished using the Zingtree Session Summary webhook. It loads the transcript of the session into a variable named session_history. You can also display any data entered or collected in the session using the variable data_entered.

Try this quick demo from the Zingtree Gallery to see how this works:

Configuring a Node to Show the Session Summary

This requires two pieces:

  • Sending a message to the Zingtree Session Summary webhook at the end of the session.
  • Inserting #session_history# into the node where you want to show the session history.

Optional: To show any data collected via Data Entry fields, you can include #data_entered# in the content area as well.

Step by step:

  1. Edit the node where you want to show the session summary.
  2. Click Show Advanced Options.
  3. Under Send Message to App, choose Webhook: Zingtree Session Summary.

  4. Insert the text #session_history# (or also #data_entered#) into the content area of the node.
  5. Click Save Changes when finished.

The Session Summary Demo gallery tree demonstrates this. Look at node #5 for specifics.

Advanced: Adding a “Copy to Clipboard” Button

To make it easy to copy data to the clipboard, do the following in HTML code view:

  1. Surround the area you want to copy with <div id=”zt-summary> and </div>.
  2. Add this code for the “Copy to Clipboard” button:
    <a class=”btn btn-orange” onclick=”copyToClipboard($(‘#zt-summary’)); return (false);”>Copy  to Clipboard</a>

Node #5 in the demo has this in place for you to examine.

Pro Tip: Returning a Plaintext Summary.

If you want your variables to be formatted as text (instead of HTML), add &formatted=2 to the Message field – like so:


Any questions? We’re here for you

Marketing Case Study: Global Players

Here’s an example of how Zingtree’s interactive decision trees are helping to improve online marketing efforts in a real education abroad organization.

Global Players helps to place student-athletes in their perfect study-abroad fit, promoting awareness and cultural education as well as athletic endeavors around the world. As an organization growing in popularity, Global Players was in search of finding a streamlined, self-service way to placing students in their ideal location abroad.

Since adopting Zingtree’s solution to integrate their “Program Match” decision tree, Global Players has been able to place over 1,000 students so far, increased the likelihood of a visitor to contact the organization by 5 times, and more!

You can view the case study below, and open a PDF version here.

casestudy-global_players copy

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

This case study was originally published January 19, 2016.

Create Decision Trees using Microsoft Excel

decision tree excel

If you’re comfortable using Microsoft Excel, you can build the first draft of your Zingtree decision trees in Excel using a spreadsheet, and then easily import them into Zingtree. Once you’ve successfully imported your tree, you can modify it and enhance it using Zingtree’s editing tools, which offer a lot more decision tree related functionality than Excel.

Here’s how our example tree used in the tutorials appears in Excel:

Overview

Zingtree can create decision trees from Excel, or any similarly formatted tabular source. Your spreadsheets just need to be set up in a specific way for this to work.

Start now by downloading and modifying this example .XLS file:

Download Examples for Excel

Note: This spreadsheet has two tabs: Basic and Advanced.

Here are the rules:

  1. The first row is for column headings. This is important, as it tells Zingtree what type of data is in each column. Make sure to use the column headings as described below.
  2. Column A is for the node number. Usually, this is sequential. It’s required. The heading must say “Node“.
  3. Column B is for the title of a node. Your trees will be easier to read if each node has a descriptive title. The heading must say “Title“.
  4. Column C is the question that is being asked. You can leave this blank if you want an answer node. The heading must be “Question“.
  5. Column D is for any content that appears in the content area.  This is imported as plain text, but you can add formatting, images, and videos later using the Zingtree editing tools. The heading must read “Content“.
  6. If you want to include node tags in your tree, insert a column with a heading of “Tags“. This is optional.
  7. If you are using a scoring variable for scoring button clicks, add a column headed “Score Variable“. This is optional.
  8. The last columns are for the button choices.  The heading over the first button column must be “Buttons“. You can have several columns of buttons.
  9. For the button columns, you can make them link to other nodes by adding the node number in square brackets.  In the above example, cell F2 has a button labeled “Yes” that links to node #2.  ( Yes[2]  ).
  10. If you’re using score variables for button clicks, you can include something like “+3” after the node number in brackets.  This would add 3 to the scoring variable mentioned in the Score variable column. (See the Advanced tab in the sample spreadsheet for an example.)
  11. If you want to add a comment to any node, insert a cell on the right that starts with an exclamation point character (!).

Note: Columns can be in any order, but the column headings must contain the proper text like “Node”, “Question” etc.

You can also make Link Nodes and Tree Nodes with special text in the content column:

  • Example: To make a Link Node that goes to Google, the content area looks like this (see cell D9 in the example):
    LINK: http://google.com
  • Example: To make Tree Node that opens tree ID #123456789, the content area is this (see cell D8 in the example):
    TREE: 123456789
  • Example: To make a Tree Node that opens tree ID #999999999 at node #3, the content area should be:
    TREE: 999999999,3

Once you’ve finished your tree, it needs to be exported as a TXT file. This is also known as a tab delimited CSV.

You can also just copy and paste cells from your Excel document into Zingtree. Excel copies tab delimited CSV data to the clipboard automatically.

Build Your Tree

To start, download our “what to wear” example tree, as an Excel.XLS file.

Open this file in Excel, and start modifying it.  You can use the Basic or Advanced tab – most people start with the basic option. Make sure to keep top row column headings in place. Keep questions in the question column, content in the content column, etc.

When you’re done, you can import it into Zingteee via copy and paste, or by exporting to a TXT file.

Import via Copy and Paste

This is the easiest way to bring your decision tree into Zingtree:

  1. In Excel, select the entire range of cells for your tree, and copy to the clipboard (Ctrl+C or Cmd+C).
  2. In Zingtree, go to the Import via Copy and Paste tool.  (You can also get there via My Trees, Create Tree, then select Import from Microsoft Excel.) A screen like this appears:

  3. Choose Microsoft Excel as the source.
  4. Enter a name for your tree
  5. Paste the data copied from step 1 into the data area. (Use Ctrl+V or Cmd+V).
  6. Click Import and Create Tree.

You’ll see your new tree in the Zingtree overview.

Import via a TXT file

For larger trees, you may find it better to upload a file instead of copying and pasting. Here’s how it’s done:

  1. In Excel, go to File, Save As, and select Text (Tab Delimited) as the type.

  2. The file name will become the name of your tree. Click Save when finished.
  3. In Zingtree, go to the Import File tool. (You can also get there from My Trees, Create Tree, and then choosing Import from Excel.)

  4. If you want to overwrite an existing tree, select it via Replace Tree. Otherwise, a new tree will be created.
  5. Click Import File, and locate the file you created in steps 1 and 2.
  6. The new tree will appear in Zingtree.

Notes:

  • You can use this process to import files from any tab delimited CSV format.

Any questions? Reach out to us anytime. 

This article was originally published January 26, 2017.

Make Tests, Quizzes, Assessments & More with Zingtree’s Logic Nodes

adding-search-to-decision-trees-6

Zingtree has the ability to create what we call evaluations through the use of logic nodes. These can be interactive tests, quizzes, assessments, training simulations, or anything else that requires assigning a score to each question answered – then later acting upon the total score.

Coupled with the powerful decision tree capabilities already present in Zingtree, logic nodes opens up a whole new realm of knowledge engineering possibilities. To see a working example of an interactive decision tree quiz using logic, try this 10-question Personality Test found in the Zingtree Gallery.

Here are the basics on how to build a tree with logic nodes:

  • Add a value to each button click when designing your tree.
  • As the end-user goes through your tree, Zingtree keeps a running total of the score values of all buttons clicked.
  • When you’re ready to act upon the running total score, use a new “Logic Node”. From there, you can specify rules which redirect to specific nodes.

Want to build your own? Here’s a step-by-step guide:

Step 1: First, go to Overview > Edit Node and open up the button editor by clicking Edit Buttons. Select Score Button Clicks, and enter a Variable Name that will be used to tally scores and branch on later.

581d3092c6fe48-46396098-359664

Step 2: Next, add your desired score values to button clicks in your lead qualification decision tree.

button-scoring

Step 3: Now, add a new Logic Node using This Tree > Add Node. In the Logic Node, you can specify which node should appear next (and which to branch to) according to rules you create.

Step 4: Link the last button click of your test/quiz/assessment to this new Logic Node.

Note that the Logic Node never appears on the screen. When you direct the flow of your Zingtree to this node, it looks at the sum total of all the button click scores and redirects to the proper node.

Need to See More Examples? The Zingtree Gallery has three trees that use Scoring. You can play or examine them to see how they work. See the Logic Demos.

Bonus Tip! 
Want to display the score on a node? Just add the text #score# into the content area.

Other Notes:

  • You should make sure you are using the latest embed code or hosting URL for your tree.
  • If your end-user presses the back button, the running total score will adjust.
  • If the tree is restarted, the running total score resets to zero.

Any questions? Please reach out to us at any time

This article was originally published August, 2015.