Tag Archives: live chat

Live Chat Integration: Intercom and Zingtree

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Live chat is an incredibly useful way to connect to our customers, both for offering support and for getting insights into new product ideas we may never have thought of ourselves. We are happily using Intercom, which allows us to track chat and email conversations with each customer.

For technical inquiries, we use Zingtree Data Entry forms to get the tree ID, node and URL of any problem reports. To save our customers some typing, and make it faster for us to answer questions, we’ve built our own Contact page using Zingtree. For technical and sales inquiries, the decision tree leads to an end point that opens Intercom chat, with information about the problem already pre-populated.

Once you submit a technical question, here’s what appears in Intercom:

Intercom chat with Zingtree

Demos:

Requirements:

  • Your tree must be embedded on your site.
  • You need to have the Intercom chat client in place on the page that contains your tree.

How to open an Intercom chat session, and include the Zingtree transcript and data entry:

  1. Go to Overview.
  2. Edit the node you want to trigger the chat, and  set the Parent Action to Intercom: New: #session#.When a customer lands on this node, this Parent Action is triggered.
  3. On the hosting page, include this script before the </body> tag:
    <script src="//zingtree.com/api/chat/intercom.js"></script>

It’s that easy!

Source Code:

From the Zingtree Gallery, you can see two examples:

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!

Zendesk Chat (Zopim) Decision Tree Front-End

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Beyond using Zingtree decision trees, one of the best things you can do to ensure a positive customer experience is to integrate a live chat system like Zendesk Chat (formerly Zopim). Live chat is convenient for customers, and a time and resource-saver for companies. In fact, in a survey conducted by Forrester, 44% of respondents said that having a live person answer their questions was one of the most important features a website could offer.

To make live chat even more valuable, and excellent customer support more easily achievable, we updated our software to allow Zingtree to open a Zendesk Chat session, gather information from your clients before the chat session begins, and include a transcript of the Zingtree session as a part of the chat.

Here’s the end-result:

View our Zingtree + Zendesk Chat demo.

Requirements:

  • Your tree must be embedded on your site.
  • You need to have a Zendesk Chat client in place on the page that contains your tree.

How to open a Zopim chat session, and include the current Zingtree transcript:

  1. Go to Overview.
  2. Edit the node you want to trigger the chat, and  set the Parent Action to Zopim: New: #session#
  3. On the hosting page, include this script before the </body> tag:
    <script src="//zingtree.com/api/chat/zopim.js"></script>

That’s it!

Source Code:

You can examine the Zendesk Chat Demo tree from the Gallery.

Update: Zingtree Chat Integrations

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Zingtree has always been a great front-end for email support, but why not chat? For any organizations doing live support via chat, Zingtree can be a great time-saver. Not only can customers find answers to their problems before going to chat, but if they open chat, a Zingtree transcript can be delivered along with the first message, which saves the support agent time and avoids asking repetitive questions.

Zingtree can also collect info via data entry forms, and then deliver it to the chat box, which will save your team even more time. Our Contact Us page uses this method.

This update has chat integrations for:

Is there another chat system you’d like to see supported? Chat or email us now!

P.S. Thanks to Grégory for this idea!