Zingtree Tags: feedback

Need-to-Know Tricks for Building Effective Decision Trees

We built a great tool to make things easy-as-pie for your users, but also understand that the creation side of things can sometimes be a little more complex. To start off on the right foot when building your decision trees, here are some of the top guidelines we like to follow:

Start with a goal, then make a plan.

Every great decision tree begins with a goal; figuring out what exactly what you want to accomplish with your Zingtrees. Is the purpose to guide employees through training or customers through a troubleshooting process? Help navigate patients through enrollment or students select a program?

No matter the purpose, it’s important to identify right off the bat – from there, you’ll better be able to break down a plan of action. Putting an outline together will make building and connecting your nodes much easier and more efficient.

Use the method that works best for your needs.

Once plans are set, you can explore the Zingtree Gallery to gather inspiration from existing decision trees, and even copy the structure. We also supply you with a few distinct methods of creation to suit everyone’s preferences:

Writing and phrasing are incredibly important.

Think very carefully about what you need to communicate to your user before drafting the first round of content. When writing out your message, keep things concise so as to not confuse your user; if they can’t understand what your nodes are asking, they certainly won’t be able to move forward.

Consider inserting your own company or organization’s personality into the mix, too. Is your brand fun and light-hearted? Professional and cordial? Keeping your writing in line with your own company “tone” is a great way to extend the brand right into your decision trees.

Get feedback and continue to improve.

For Call Center usage, we built a handy feature that can be embedded into every decision tree allowing you to gather feedback directly from your support agents.

With Zingtree comment bubbles integrated into every page, your agents can quickly and easily send you notes regarding the process so you can continually improve your decision trees. .


We love hearing about tricks and tips for getting started with Zingtree. Please share yours over on our Facebook page!

Friday Features: Zingtree Holiday Updates

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It’s really redundant to give ourselves a shout-out for giving new updates to our customers as a Holiday gift, since we do this throughout the year anyway. But every blog post needs a theme, so there you have it.

Here are the latest updates!

Some fixes for data entry forms:

  • Data entry fields now replace ALL occurrences of that variable in the tree, not just the first one. (h/t Christopher)
  • Passing data entry field variables to subtrees now works properly.
  • Identically named form fields in separate nodes caused data to be erased. We now only save data if it’s not blank.
  • Adds form data to email session transcripts (h/t Andrew).
  • Parent Actions can be used to pass Zingtree data to other systems.

And a smattering of other things:

  • Deleted trees no longer appear via publishing links (h/t Tess).
  • Bug fix: Tree with no nodes no longer crashes Designer (h/t Ben).
  • New Answers-only toggle for history display. Look for the [A] button at the top right of the History panel. (h/t William).

And finally, our Feedback page is making use of Zingtree’s recent Intercom chat integration, so if you have a suggestion, go over and tell us!

The Feedback Loop: Getting Comments From End-Users and Agents

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One new feature super-user Travis suggested to us was the ability for people using trees to send notes back to the authors. For Travis’s company, they wanted a way for their Call Center agents to easily comment on any node, and have that feedback reach the authors of the tree. This seemed like such an obviously beneficial idea that we re-prioritized to make it happen.

The result is a subtle comment bubble, which can appear at the bottom right-hand-side of any tree: 

This quick video shows how it works:

How the Feedback Loop Works

Both Zingtree hosted end-user trees and internal agent (Call Center) trees can use this feedback feature. To illustrate, we’ll use the Zingtree Agent Portal as an example.

Here’s how a tree appears, showing the comment bubble:

 

When an agent clicks the comment bubble, they get a simple pop-up feedback form:

When feedback is sent, all authors get an email notification:

You can see all nodes with comments from Overview. They have an icon like this: 

Example:

Finally, when you Edit a Node, you can see and delete all comments, like this:

Comments for End-User Support Trees

This feature is not limited to Call Centers. If you’re using Zingtree for end-user support, you can enable the comment bubble in Zingtree-hosted trees. Use the Advanced Hosting Options from Publish, Zingtree Hosting, or simply add this to the URL for your tree:

&feedback=1

Retrieving Session Data Using an API

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Recently, a customer asked how to add a link within a Zingtree so that their home-grown support system could retrieve the click history for the current session. Great question! Here’s how to do it:

1. We offer an API link to retrieve session data in a text format.  You just need to pass it a session ID. The URL looks like this:

http://zingtree.com/api/get-session-data.php?session_id=Gallery53-14464951629411

2. Within Zingtree, you can insert the current session ID into any node’s contents using the string #session#.

So to include a link to open a text page with all the current session info, you could add this HTML into your node:

<a href="http://zingtree.com/api/get-session-data.php?session_id=#session#" target="_blank">Click here for session data</a>

Armed with this information, a programmer could make something to incorporate Zingtree session data into any custom support or CRM system.

Update October 15, 2015: If you’re looking to get session data in a more human readable form, use this API URL instead:

http://zingtree.com/deploy/session-detail.php

Here’s an example, with live data from one of our Gallery sessions:

http://zingtree.com/deploy/session-detail.php?session_id=Gallery53-14464951629411