Tag Archives: interactive flow chart

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

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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.

How To: Creating Decision Trees With the Wizard

Interactive decision trees can be an extremely simple, fun way to navigate through your information, find answers to questions and more. The Zingtree Wizard tool is one such way to build out decision trees in a clean, step-by-step process.

With the Wizard, you’ll be prompted to fill out easy forms in order to generate your tree, providing the questions and answers your end-users will see. It’s one of the most straight-forward ways to generate a Zingtree!

Here’s how to use Zingtree Wizard:

1. Sign in and click My Trees > Create New Tree.

2. Select the option to fill out simple forms, and then give your tree a name and description.

3. Once in the Wizard, fill out some body text to get started with your tree.

4. Write out your first question, then fill the Answer Options section with every answer you’d like provided. You can see a live preview appear to the right of the screen as you move forward.

5. Continue to write out the appropriate questions, answers and final path solutions until every connection in your decision tree is made.

6. When you’re finished making the nodes and connections between them, you can take a full look at your finished decision tree in Overview.

Voila! Your masterpiece is complete, interactive and highly-intelligent. You can also watch this video for a guided tutorial on how to use the Wizard tool:

To view more ways of building your decision trees, check out our Zingtree Design Tutorials.

Infographic: How People Use Zingtree Decision Trees

Below is a brand new infographic we created for our customers. We wanted to share how others are using Zingtree decision trees. If you’ve spent any time with Zingtree you’ll find it interesting.

Since sprouting in late 2013, we’ve helped over 7,500 organizations everywhere engage with customers, streamline support and business processes, build powerful sales funnels and more.

There’s a virtual forest of Zingtrees out there, and it’s growing every day. Have you planted your tree yet?

The Most Common Customer Service Mistakes

Customer service is less of an exact science than its own art form — it takes a lot of careful thinking, patience and a natural finesse to pull off in a fun, fruitful way. When done well, customer service can benefit your business or organization in ways you can’t even imagine!

There are a lot of companies out there today making similar support mistakes; the biggest ones being that they haven’t yet moved to find a solution. Here are some of the most commonly found issues in customer service today.

1. Making it difficult to reach you.

One of the worst possible things you can do as a company is make it hard to get in contact with customer support; trust us, we’ve seen our fair share of websites and services that will make you jump through digital hoops to receive any kind of response from a person.

Perhaps the most important thing to do as a company working with customers is to provide a clear path of contact from anywhere on your website, support articles, marketing communications and more. Find your customers’ preferred contact method — whether it be email, chat and/or phone support — and work to provide it to them well.

2. Speaking negatively, or being difficult.

Screen Shot 2016-04-12 at 1.55.11 PMSupport representatives are the front-lines of any customer interaction, whether you are using phone, email or chat support. Employing agents who are prone to negativity and inflexibility don’t appear to be helpful to the customer and are extremely likely to leave the customer feeling dissatisfied.

Scripting solutions for representatives is a great way to build a custom, yet standardized, script that agents can follow along with during customer communications. Zingtree Agent Scripting allows you to see each session by agent, receive in-depth performance summaries and more.

3. Improperly training agents.

At the end of the day, an improperly trained support representative will likely encapsulate one or more of the mistakes listed above. For this reason, it’s incredibly important to take the necessary steps to properly train agents on standardized processes and correct etiquette, as well as empowering them to make decisions that will put customers first.

Adopting decision trees for training support employees on specific best practices, along with integrating scripting solutions, is the perfect way to get the most (and best) out of agents. You can check out the Zingtree Gallery for training decision tree examples to copy, and draw inspiration from.

4. Using out-dated support systems.

Assuming that your customers don’t care about the methods of receiving answers is always a mistake. The customer’s perceived experience will often set the tone for how they feel about your company as a whole, and so it’s important to keep up when it comes to your customer support platforms.

Companies that integrate interactive troubleshooters, FAQs and more into their support processes have seen a 20% overall reduction in support costs on average, simply through making it easy to provide help across a variety of topics. This, in turn, helps to cultivate happy, long-term customers.


Ready to improve your customer support process? Get started with Zingtree support solutions today.

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!

Update: Decision Tree Search

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Our customers building a large library of decision trees have asked for an easy way to find trees or individual nodes. Live Support Agents also need this capability, so we built a powerful new Tree Search capability.

Here’s how it looks:

tree search

With Tree Search, you can easily search tree titles and tags, or specific content from nodes within your trees.

How it Works: For Authors

Go to My Trees, and click the Search button. This opens the search dialog above. The search results let you view a tree, view a node, or edit a node.

Note: If the search button is disabled, select an Organization first.

How it Works: For Agents 

Agents using your trees can use a search button at the bottom right of any tree.

agent-tree-search

As an author, when publishing a tree, the Advanced Hosting Options has a selection for Search All Trees button. This adds to the publishing URL so that the green Search button appears for your agents.

You can also add this code to any URL to make the search button appear:
&search_all=1

Thanks to Travis and his team for the inspiration!

Top 4 Most Important Soft Skills of Technical Agents

Tech and product support engineers who interface with customers are often hired and trained for their technical proficiency. As customers are offered self-service options, the nature of requests coming into Call Centers are becoming more complex; in order to address this, companies must train agents to help customers with these increasingly complicated issues – but technical proficiency only goes so far.

If the agent is inefficient or ineffective at communicating clearly, customer satisfaction will dwindle. When it comes to delivering a great customer experience, a good agent will possess both technical knowledge and what are called “soft skills.” These are some of the most important skills for technicians to hone so that excellent customer service can be delivered, no matter how technical the conversation.

1. Clear Communication

Translating technical jargon into understandable and relatable phrases is arguably the most important skill for technical and support agents. For those agents working directly with end users, the ability to communicate technical knowledge into plain English is paramount. Coming across as condescending is something to be avoided; specific agent training on tone of their voice and word choices is important for mastering this soft skill.

2. Idea Presentation

Technical agents aren’t limited to communicating only with customers; often, they are required to present their ideas/findings to upper management. Presentation skills dovetail with customer communication skills, but include more than just clear speaking. Planning, organization, and subject familiarity are all essential if successful presentations are to occur.Improvement on this

3. Company Collaboration

It can sometimes be a challenge for technical experts to successfully collaborate with their colleagues; more often, technicians work in isolation and don’t regularly engage with others. Just as excellent communication skills are required for customer service, they are also necessary for working within a team. And, technical agents with the skills to work well in team settings are more likely to enjoy promotions and creative projects along the way, as well as helping the health of the organization overall with their insider perspective of support and the issues customers face.

4. Complete Honesty

Technical agents should be straightforward with customers if the problem is too complex to address over the phone; if there is no quick fix; or if the problem is beyond the technician’s knowledge. Wanting to demonstrate one’s expertise when helping others is understandable, but if promises are given that can’t be satisfied, customers are likely to feel frustrated. Overall, customers are more forgiving if agents are honest and up front.


With self-service options continuing to become the norm, it is expected that Call Centers will be handling more technical calls than ever. Hiring employees with technical expertise is the first step in delivering great customer service, but rounding out these softer skills is vital to a holistic approach of customer care.

This article was written by Joanna Jones of MHI Global. Are you interested in submitting a guest blog post? Please contact us!