Tag Archives: interactive decision trees

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!

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. 

The Most Simple Ways to Build an Interactive Decision Tree

Zingtree’s decision tree platform makes it easy to offer your end-users an interactive way to find answers, optimize workflows, and a whole lot more. Below, we’ll walk you through how to make a basic decision tree using our most popular methods of creation in order to help you get a closer, step-by-step look at how it’s all done.

How to Use the Wizard

The Wizard is our most-used creation tool, offering simple prompts to build your tree, question by question (and answer by answer). It’s one of the easiest ways to work through an accurate flow for your customers or users.

1. Log in to your Zingtree account, go to My Trees and select Create New Tree. Choose the option to fill out forms with the Zingtree Wizard.

2. After naming your decision tree, choosing your ideal display style and providing a description, just click the Create Tree button to move on to the next step.

3. Once you start the Wizard, you’ll see an entry screen that will prompt your first question and answer options, along with some body content to give users context.

You’ll also be able to see a live preview of what the decision tree will look like, off to the right:

When you’re finished setting up your first question, click Save and Continue.

4. You’ll next be asked to fill out an unfinished part of your decision tree. Click to Offer a Solution, and fill out the form presented to you. Since this is a solution node, you won’t need to ask any other questions.

Click Save and Continue again when you’re finished.

5. Next, you’ll continue to fill out more questions and answers to reach the end paths of your decision tree. For greater selection, try providing more answer choices.

6, Next, you’ll see a page with an overview of the sequence you’re building. In this case, choose to Offer a Solution. This will be the end of one of the paths in your decision tree for your end-user.

7. Continue to complete the rest of the forms that the Wizard prompts. When you’re all done with the interactive building process, the Overview page will appear to show you every node and path in an easy-to-digest way.

Watch our tutorial video for more information about the Zingtree Wizard. 

How to Use the Designer

The Designer tool is another great way to create decision trees in a more visual way. Presented in a white board-style screen, you can easily build out every node, connection and pathway, while being able to see a high level overview the whole time.

1. Log in to your Zingtree account, go to My Trees and select Create New Tree. Choose the option to visually draw out your decision tree with the Zingtree Designer.

2. Once you start Designer, you’ll see the white board-style screen like the one shown below. Click on the green box for Node #1. This will be your starting node – the very first page your end-users will see.

2. Next, you’ll see an edit window appear on the right hand side. Change the Title, Question and Content areas to fit your tree needs.

Next, add another question by dragging a New Question node into the drawing area. Click the green box for the new question node, and edit it like the first time.

3. Drag a Final Answer node answer node into the drawing area, and edit it.

After adding your first questions and a Final Answer node, the Designer area will show everything like this:

You can drag as many question and Final Answer nodes into the Designer drawing area as it makes sense for your needs, and label them respectively.

5. After adding the question and answer nodes to your decision tree, it’s time to link them together. Hover over node #1 until you see a large dot appear, then drag it over to its connecting node.

After finishing linking all of your nodes correctly, it’ll look something like this:

6. The next step is to create the buttons your end-users will click, by editing the connecting arrows. Click the connector – in our example, titled “Check the Weather” – and an edit form will appear. Change it to look like the form below:

After you connect the rest of the choices in your tree, and relabel the connecting arrows, your decision tree will look something like this one:

Watch our tutorial video for more information about the Zingtree Designer. 

The Finished Decision Tree

No matter the route you take to get there, you’ll end up with the same stunning, super-powerful decision tree. Click through our demo tree below, and examine it within the Gallery to check out even more.

 


Have any questions about getting started with Zingtree decision trees? We’d love to speak with you anytime!

 

This article was originally published on September 14, 2016. 

Infographic Update: How People Are Using Decision Trees

Last year, we introduced an interesting infographic to show just exactly how our customers are using their Zingtree decision trees. And, because new and updated information will always give a more accurate picture, we took the liberty of freshening it up a bit.

Since we initially “sprouted up” in late 2013, we’ve helped over 15,800 organizations everywhere to streamline support and business processes, build powerful sales funnels, help engage with customers, and a whole lot more. To put it in perspective, that’s more than double the number of organizations we had helped (to date) just last year.

Have you planted your tree yet?

3 Amazing Ways to Use Interactive Decision Trees With Your CRM

Zingtree-Banner-Startup-4

Positive, effective customer support and relationships are key to building a solid business foundation in any industry or field. With the potency of today’s CRM systems and integrative technologies, almost anything is possible in the realm of streamlining customer-based operations.

Introducing interactive decision trees as a unified part of your CRM platform — like Salesforce, Desk, and Zendesk — is an effective way to simplify the customer support and relationship process, and their continued optimization. Zingtree provides powerful tools for agents, customers and the measurement of both.

1. Customized Agent Scripts

Agent scripting solutions allow support agents to have a live, customized script to use as a guide when communicating with a customer. They are written in the brand’s own voice and follow personalized standards that make it much simpler for agents to portray the correct information and provide help to the customers.

Scripts help agents deliver more consistently positive experiences with less training, using prompts to follow along with; new questions will be presented depending on the answers given. This type of organized conversation makes the customer feel (and know) that they are actually being heard and understood.

2. Interactive Self-Help Troubleshooters

Zingtree is a powerful tool for building custom interactive decision tree troubleshooters – these allow customers to follow a path of questions and answers that lead to a final most-likely solution, and are especially helpful for more technical issues or questions. Additionally, when a customer’s data is imported into the CRM platform, agents can attach the full Q&A transcript of their decision tree session to keep every piece of relevant information in one useful place — with the Zingtree API, this information retrieval is automatic.

For organizations taking advantage of live support chat systems, Zingtree integrates directly with chat platforms to allow simple extraction and presentation of data. Our software allows Zingtree to open a Zopim or Intercom.io chat with the customer, gather information before the chat begins, and include a full transcript of the decision tree session as a part of the chat so that agents are provided with a holistic picture of the customer’s issue.

Companies that integrate Zingtree troubleshooters into their customer support processes have seen, on average, a 20% overall reduction in support cost and a measurable improvement in the volume of tickets. Using support decision trees based on customer-facing knowledge base data makes it easy to provide help across a variety of areas, become more efficient and save resources, while in turn cultivating long-term customer relationships.

3. Analytics & Customer Data

At the end of the day, the numbers reveal all. With built-in, real-time analytics and powerful usage reports, organizations can view the direct impact of their implemented Zingtree decision trees.


By introducing decision trees based on company knowledge base and agent information, implementing customized agent scripts and continually measuring the data behind both, organizations will best utilize their CRM and other support processes to benefit the customer and company.

Any questions? Please don’t hesitate to contact our trusty staff!

This article was originally posted on March 17, 2016, and has been updated for accuracy and freshness.

Custom Themes with CSS: A Look At Duda’s Decision Trees

Duda is a is a self-service software suite built for creating optimized, responsive and personalized websites for businesses. As a company with a large focus on customer communication, support and self-service solutions, they take advantage of interactive troubleshooter decision trees with a custom theme to help site visitors help themselves.

Created with powerful custom CSS for decision trees, Duda was able to create a completely unique and personal experience through Zingtree with a theme that fits seamlessly with their brand. Complex in its code, the experts at Duda built a truly incredible customized decision tree for their customers that we’re in awe of!

You can view the live tree here, and see some previews below.

The tree’s Welcome Page has a clean, beautiful design that showcases each major section of knowledge base information. 

 

Learn more about personalizing decision trees with Zingtree Custom CSS, and see some great tree examples on the Zingtree GalleryAny questions? Let’s talk!

How to Offer Always-On, Self-Service Customer Support

self-service customer support

Self-service is a win-win for rapidly-growing (and exceedingly busy) businesses, pleasing the majority of customers while at the same time providing an efficient, always-available support medium for customer service teams. Empowering customers to solve problems and answer their own questions means less work for support teams, and overall more satisfied consumers!

Don’t believe us? Here are some statistics about customer support self-service from our friends at Desk.com:

  • 72% of people think that self-service support is a fast and easy way to handle support issues
  • 40% of customers place a call after already looking for support or answers themselves
  • 91% of customers would regularly utilize an online, self-service support center if it was tailored to their needs

Your business doesn’t have to get swept up by the new wave of customer service; get your support team up-and-running with self-service support options with these 3 steps.

1. Bulk Up Your Knowledge Base & FAQ

It all starts with your FAQ and knowledge base of information — 56% of customers cite a lack of information as their reason for abandoning a website, so it’s critical to make sure that the content in your support center is totally user-relevant, helpful and currently up-to-date. Revisit and revamp knowledge base articles, FAQ answers and other support-related content on your site on a regular basis (quarterly or even monthly), to provide your customers with the most important, accessible information possible; both your customers and your team members will certainly thank you for your proactive customer care!

2. Implement Interactive Troubleshooters

It’s pretty amazing that in today’s world, you can easily provide 24/7 access to support without doling out for any extra staff members. Creating and integrating interactive, customer support troubleshooters makes it easy to help your customers even when no one is there for a one-on-one. Additionally, Zingtree decision trees make it possible to quickly gather customer background information in case a support ticket is submitted, so you have all of the key information you need in one place.

Pairing your existing knowledge base with interactive decision trees is the best way to cover every base where support is concerned, and simplifies the process of finding real solutions. In fact, organizations that use these decision tree troubleshooters have spent an average of 20% less on support costs overall.

3. Reach Out, and Be Easy to Reach Out To

When a customer is having a major issue, or really just prefers a good old fashioned human interaction, it’s always a good idea to provide a way to get in contact with a real live person. Make it as simple as possible to reach out to your support staff, sales team, or anyone else who could help out – having this kind of clear pathway laid out on your website can mean the difference between a super happy customer, and one that is completely stressed out by your online presence.

Better yet is the idea of reaching out to your customers before they have the chance to have a problematic situation occur; this makes people feel at ease whenever something does inevitably come up, and sets a positive tone for any future communications.


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!

Fresh Tree Updates: Document Nodes and More

This latest Zingtree update includes the new Document Node type, and a smattering of small improvements:

  • New: Edit Tree Node can now open selected tree in a new tab for editing (Paul G, Sebastian V.).
  • New: email-session-info.php has new parameters for subject, body, from, secure_data_link. You can also include multiple emails separated by commas.  Details here. (Alok)
  • New: Link nodes can now accept variables (both Data Entry Fields and Merge Variables).
  • Update: Added “Add Node” option to main tree tools page.
  • Fix: Duplicating Scoring nodes now also copies scoring branch rules.
  • Fix: Root node no longer ever appears as an Answer node, even if there are no choices yet.
  • Fix: Copy Node now works properly again from Overview (Chrissie, Admin).
  • Update: Edit Node can now set the Start node.
  • Fix: Multi-line text fields now input form data from previous form fills.
  • Fix: Edit Node preview now renders blank questions properly.
  • Fix: One across button layouts are now shorter, centered (Deb & Tif).
  • Fix: unchecking “Use Scoring” when editing buttons in Edit Node no longer keeps scoring variable.
  • Update: Now shows scoring variables for data entry fields in simple overview summary, Edit Node data entry fields summary.
  • Fix: Long feedback comments display better.
  • Update: Can now read and delete comments on Scoring nodes (Chrissie).
  • Fix: Instant preview in edit-node-content after deleting a data entry field no longer shows a blank for that field.
  • Fix: Simple overview buttons don’t wrap on smaller screen sizes.
  • Fix: Added extra capacity for servers, fixed server scaling issue.

We love feedback. Send us your ideas!

How to Improve Your Technical Writing with Interactive Decision Trees

Hey technical writers! If you’ve ever struggled to make a linear document from something more akin to a flowchart, perhaps you need to get familiar with creating interactive decision trees as an alternative.

With no programming needed, Zingtree allows you to build custom interactive decision tree troubleshooters, tutorials, guides and other technical processes. The end-result is simple enough for end-users, yet robust enough to handle any project requirements. Here are just a few of the ways that interactive decision trees benefit you and your audience.

1. Streamline Troubleshooting

Interactive decision trees are a friendly way to guide customers toward a solution by asking questions along the way – interview style. Once you figure out all the end-result pathways, a standardized and perfected troubleshooter allows all users moving forward to find answers quickly and painlessly.

The Designer Tool allows you to construct an interactive decision tree within a “white board” style display shown below. After creating and ensuring all question and answer nodes – and their connections – are complete, publishing the troubleshooter will display like the example in this link.

2. Simulate Scenarios for Better Training Materials

Scenario-based documentation is in high-demand for many companies and organizations looking to train new hires in a standard and efficient way. Zingtree is a prime resource for creating and implementing simulations for various scenarios that you may need to communicate in a technical writing assignment.

Providing these kinds of interactive simulation tools to emulate different types of situations or end-results can prove to be incredibly important when leading trainees through complex learning environments.

Click here for an interactive example of a training simulation to see how it’s done.

3. Build Interactive Tutorials

Give readers the power of customized, interactive tutorials to better understand deeply-technical processes. With the simple question-and-answer-style flow of a decision tree, finding solutions and examining complicated workflows becomes much more manageable and easy to digest. You can add customizations and helpful visuals like GIFs, videos and still images to help display step-by-step tutorial information and lead users to a path of understanding.


Want to build your own decision tree? Start with a free trial account today.

Have questions? Reach out to us at any time!

It’s All About Context: Seeing More with History & Breadcrumbs

Making sure you are seeing the full context is best for complete understanding. Our interactive decision trees come with advanced hosting/publishing capabilities that allow your customers and end-users to easily see, and then understand, where they are in the process.

History: See Every Step

Our History feature allows your customers to view every step taken while using your decision tree. With this publishing option, users can easily click on a link and go back to any previous node visited.

When implemented, it will display the path history information like this:

history

Breadcrumbs: Your Tree’s Flow

Our Breadcrumbs feature shows the exact progression of nodes that appeared during your customer’s journey through your tree. With this publishing option, users can also click on any link and automatically jump back to another point in their decision tree journey.

When implemented, it will display the sequence information like this:

breadcrumbs

Setting Up History & Breadcrumbs

1. Login to your Zingtree account, go to My Trees and head to the decision tree you want to publish with history and/or breadcrumbs shown.

2. Click to open Publish.

3. Select the tabbed “Have Zingtree host your Tree” option, then click on the Advanced Hosting Options button shown below.

4. Select Show History and/or Show Breadcrumbs, depending on the information you’d like to display.

That’s it! Your customers and end-users will now see their decision tree history and breadcrumbs, and be able to easily identify where they are (and where they’ve been) in your tree.


Any questions? Please reach out anytime!

Please Note: History is available only for Zingtree-hosted trees and the Agent Portal. Breadcrumbs are for Zingtree-hosted trees only.