Tag Archives: troubleshooters

Decision Tree Analytics: About the Data Totals Report

Zingtree has powerful built-in analytics. In this series, we’re taking a closer look at some of these in-depth reports and how they help you learn even more about how customers use your trees. 

Data Totals Reports

The Data Totals Report allows you to access a complete summary of the data collected (by variables) for a given date range. With this functionality built into your Zingtree analytics, you can view the data gathered by Total, Monthly, Daily, and even Weekly, to get a broader, more consistent look into the end-user information being entered.

A Success Story

For our customer, Chris Boundy at 24 Legal in Southern Australia, this report has been especially handy. With the Data Totals report, his team is collecting key location and demographic information from their visitors to see a complete breakdown week-by-week, allowing them to better understand what kind of legal advice their visitors need, as well as where they live.

They ask for a postcode and then using a Zingtree webhook, map it to what kind of population center (large city, rural, etc.) the visitor lives in. A report that used to take them three days to compile is now available in minutes. Here’s a quote from Chris:

“We use Zingtree to help provide tailored legal information to South Australians 24/7. We specialise in identifying pathways to legal information and assistance – and Zingtree has helped us to achieve this service aim in a user-friendly format that works well for visitors to our website”

– Christopher Boundy, Manager Access Services, Legal Services Commission, South Australia

How to Access the Report

To view this report, go to Overview > Reports and select Data Totals from the drop-down menu. You can specify an exact date range to pull the stats from before clicking “Show Report.”

Select which data variable you’d like to generate the report for, then click “Create Report.”

Click which range the report should be in (Total, Monthly, Daily, or Weekly). You can even adjust how the report will appear, either showing dates in rows or columns according to your preference.

With the full report generated, you’ll get an at-a-glance look at all of the data entered within your given timeframe. You can repeat this process with any data variable you collect — from email addresses to gender and everywhere in between!

Learn more about our powerful reports and analytics:

Reach out to us anytime with questions!

Check the blog for more information on our Analytics and Reports.

Decision Tree Maker: Troubleshooting for Tech Support

Troubleshooting has been a key problem-solving technique used by technical support teams and agents for ages. For every type of product or service in existence, there are countless types of issues that can potentially occur; troubleshooting aims to help narrow down what that problem could be for each customer, based on other contextual factors.

Zingtree makes it easy to build custom, interactive troubleshooters for tech support that are simple and straightforward enough for anyone to use and understand. When YouMail, the leading provider of visual voicemail, realized that they needed to resolve their support inquiries more quickly, they looked to automated troubleshooters to help. Using a clever mix of our interactive troubleshooters and YouMail’s own technical support staff, the company was able to amp up their customer support efforts, and assist customers in a wider range of questions and issues – all while saving money.

Here’s how our interactive troubleshooters have allowed YouMail and other companies to streamline their tech support departments.

Improving Self-Solving for Customers

While traditional methods of customer support are still in practice today, the vast majority of customers (72%, in fact) prefer to use self-service support options before reaching out to a live agent to resolve their issue. Turning a complex interaction into a simple click-click-click provides an easy-to-digest platform for people to find solutions all on their own, at any time or place. Offering these types of avenues for customers to find answers, understand technical processes, and troubleshoot problems, will greatly improve how you serve your customers, and, in turn, how they will feel about your company.

Providing a Complete, Guided Path

Information is always easier to follow and retain when you’re being gently guided through bite-sized pieces of information. Interactive decision tree troubleshooters are a more user-friendly way than traditional troubleshooting methods to guide people through a series of in an interview-style way, which helps to keep the process moving along and customers more engaged with the information being presented. You can even add customizations and visuals like GIFs, videos, and photos to help display information in a more fun and engaging way.

Connecting with Existing CRM

Effective technical support strategies should integrate every method and means of customer communications in a centralized way. For most companies, this means having a built up knowledge base, FAQ, and live support that can share information with one another seamlessly.

Zingtree troubleshooters Integrate directly with Salesforce, Freshdesk, and any other CRM platform, making it easy to pass along proper information from the troubleshooter straight to an agent. If the troubleshooter doesn’t solve the problem, the entire Q&A session history is sent to you, or imported into your CRM, saving tech support from a lot of back-and-forths.

Here’s an example of how a Zingtree session transcript appears inside of Zendesk:

Optimizing with Reports & Analytics

With built-in, real-time analytics and powerful usage reports, businesses can view the direct impact of their interactive troubleshooters for tech support.

  • Performance/Results Report: see how your help system is performing.
  • Session List Report: see all the different customer sessions during a date range, and easily click for more details such as what parts of your troubleshooter they visited, their node-to-node path, and for how long they stayed on each node/question.
  • Traffic Map Report: quickly access a complete view of the content in your decision tree nodes, as well as a breakdown of the traffic to each, shown in both number of clicks and percentage of total traffic.

The Basics: How to Build a Troubleshooter

To get your troubleshooter up and running as quickly as possible, we recommend using the Zingtree Wizard tool.

Set up in a guided, form-based way, the Wizard allows you to supply every question, answer, and other pieces of content for each stage of the troubleshooting process. As you dive further into the creation of your troubleshooter, you can fill in more of the nitty-gritty details, and see a live preview of what the page will look like:


Companies that integrate Zingtree troubleshooters into their customer support processes have seen a 20% reduction in technical support costs on average, as well as improvements in the overall volume of incoming tickets. 

Get started with an interactive troubleshooter, check out our Gallery for more inspiration, or reach out to us with any questions!

Announcing Decision Trees with Logic Nodes

In order to make decision trees that can help solve real world problems, sometimes you need the ability to do more than just choose a path based upon a finite set of choices. For these reasons, we’ve introduced Logic Nodes into Zingtree.

In addition, we’ve found that many of our customer’s integrations are passing data variables into Zingtree, and there are situations where they would like to act on the value of those variables. Logic Nodes make this easy.

If you’re an existing Zingtree author, Logic Nodes replace Scoring Nodes from previous versions. Any tree that is using Scoring Nodes is automatically migrated to this new system, without losing any functionality or you having to do any updating of your trees.

Here’s How Logic Nodes Work

When you edit or create a Logic Node, you’ll see something like this:

Logic Nodes test the value of your Zingtree variables with a series of rules and jump to a node when a condition is met. The rules are applied in order, so once a rule condition is met, the node assigned to the rule opens next. You can also assign a default node to jump to in case no rules apply.

In the example above, if the variable fruit equals banana, then Zingtree will open node #8, the “Banana” node. If fruit is watermelon, then the default “Something Else” node opens.

About Variables

Variables can be numeric or text, and the comparisons work for either data type. You can bring variables into your trees in several ways:

Note: Your choice of variables is shown in a drop-down list. If Zingtree hasn’t encountered a variable yet in one of the above scenarios, then it won’t appear as an option.

Editing Rules

When editing your Logic Nodes, you can edit your rules as follows:

  • Reorder rules by dragging them up and down with this tool: Reorder Logic test
  • Delete a rule by clicking on this: Delete logic test
  • Select any existing variable from the Variables drop-down.
  • Select an operator (=, ≠, <, >, ≤, ≥ ).
  • Enter a value to perform the test upon.

You must also enter a default node to jump to if no conditions are met.

Conclusion

Zingtree Logic Nodes give your decision trees a bonus option for adding extra intelligence to your processes and troubleshooters. Do you have a cool application for Logic Nodes you’d like to share with us? Reach out and tell us your story!

Must-Have Support Tools for a Successful Startup

support tools for startups

Often strapped for time and funding, small businesses and startups can be faced with a difficult decision — how do we spend our resources and manpower on our product, website, marketing, and customer relationships equally? Having a well-rounded customer support strategy isn’t always easy to keep up with. However, taking the time to make the right optimizations to your support system will help you retain customers, gather more helpful feedback for your growing company, and keep everyone happy.

Who says startups can’t offer an exceptional customer service experience? Here are our favorite customer support tools to help you make the most of your service.

Intercom

Having a live chat support functionality built into your website is an incredibly useful way to connect with customers who have any questions or issues to address. As a small business ourselves, we love using Intercom because it allows us to automatically track both chat and email interactions with each customer, as well as provide completely personalized one-on-one support.

The convenience factor can be huge in a customers’ decision to either get help or quit using your product/service. Intercom allows small businesses and startups of all sizes to engage with customers quickly and directly, without taking out a lot of time in the normal work day.

Bonus Tip: Link up Intercom with Zingtree to get background information from your customers before you start a live chat.

Zendesk

Everyone’s favorite support software earned the title for good reason. Zendesk provides a cloud-based customer service platform that’s been specifically designed to bring businesses and customers together, having all conversations and support requests centralized, searchable and totally organized.

There’s often not a lot of time in a day for startup workers to evaluate new software, but finding the right kind of CRM is important to scale. Developing a hyper-efficient CRM process can take a little time to prepare, but is guaranteed to help you build and maintain great relationships with people.

Bonus Tip: Integrate Zendesk with Zingtree to give customers a decision tree for self-solving, or allow them to submit a Zendesk ticket with their full tree history if they can’t find a solution.

Zingtree

Online knowledge bases and FAQs are a must-have for any startup or small business. But, customers searching for specific answers or step-by-step solutions to a technical issue, these knowledge bases of articles can be intimidating and frustrating. Zingtree allows you to create customized, interactive decision trees and troubleshooters to provide always-available, guided help to your customers.

Our platform lets you add visuals like GIFs and videos to provide more context, and has publishing tools to let you embed your trees into WordPress or any other website page for seamless integration with your existing online presence. Plus, you can gather feedback through comments to make optimizations even easier.

Bonus Tip: We integrate with a ton of other helpful tools and apps for startups and small businesses, so you can easily link up and share information between platforms.

Twitter

More than just a social media platform or means of distributing your business’ content, Twitter is an incredibly helpful medium for basic support communications. So many consumers are turning to the ease and accessibility of social media to share issues and ask questions, and startups can offer up ultra-fast, bite-sized responses to solve problems through replies and more lengthy direct messages.

Not just for the youngsters anymore, adults of many ages are now using Twitter to keep up with their interests, as well as brands they love. It’s free, fast, personalized enough to please consumers, and simple enough for even the smallest of startups to lend resources to.

Bonus Tip: We’re also on Twitter – follow us and ask us anything!

Grasshopper

Sometimes customers just want a direct line, straight to the source of the information. For startups working with the elderly, those with poorly-functioning Internet, or otherwise technically-challenged customers, having a phone can be a huge benefit. Grasshopper allows you to make a new business-only line from your own personal cell phone, so you can easily field questions anywhere, anytime.

Perfect for startups with remote (or distributed) teams like us, Grasshopper is a cool way to stay in contact with customers while keeping your existing number, and even allows you to send texts through your business number to work through things with clients and customers on-the-go.


Ready to help make your startup even more customer-friendly? Get a free Zingtree account today

Decision Tree Analytics: All Tree Stats & All Agent Usage Reports

Zingtree has powerful built-in analytics. In this series, we’re taking a closer look at some of these in-depth reports and how they help you learn even more about how customers use your trees. 


All Tree Stats Reports

While simple in theory, the All Tree Stats Report is one of the most powerful summaries you can quickly access with Zingtree. With this analytics capability, you can see a usage overview for every decision tree in your organization all at once, including the number of Views, Total Time, number of Button Clicks, and more.

To view this report, go to Overview > Reports and select All Tree Stats from the drop-down menu. You can specify an exact date range to pull the stats from before clicking “Show Report.”

With your date range set, the All Tree Stats report shows you an at-a-glance perspective of how your decision trees are being used. Click through each decision tree name or ID to generate more report details and gain more insight.

All Agent Usage Reports

Hand-in-hand with the report above, the All Agent Usage Report is a great report to get a quick idea of how your agents are interacting with your trees. Geared for internal use and/or call center customers, you can easily see how many days and sessions each Agent has used for a given date range.

To view this report, go to Overview > Reports and select All Agent Usage from the drop-down menu. You can specify an exact date range to pull the stats from before clicking “Show Report.”

Click through an Agent’s name to generate an overview of all sessions for that particular agent, with detailed stats like number of successes, failures and inconclusive results, duration, and number of clicks.

And, click through each session number even further to get more in-depth details for that specific tree.


Learn more about our powerful reports and analytics:

Reach out to us any time with questions!

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!

Integrating Zingtree with Freshdesk

feshdesk_zingtree

Freshdesk is one of our most popular integrations, so we’ve made sure it’s easy to import Zingtree session transcripts into a Freshdesk ticket. With the integration in place, support staff can see all of the steps a customer went through in a decision tree before needing to ask for help – it’s a huge time-saver for agents!

When the integration is set up, agents will see a Zingtree transcript with each ticket, like this:

Requirements:

You will need the Estate or Forest plan from Freshdesk to accomplish this integration.

Overview:

You’ll first need Freshdesk Admin privileges to complete the process. This method will create a new field called Zingtree Session Datait gets hidden from the customer, but it appears for the agent answering the ticket. It includes the entire Q&A transcript of the user’s Zingtree session prior to opening a new ticket in Freshdesk.

Here’s how to set up the Freshdesk side:

  1. In Freshdesk, go to your Admin panel, and select Ticket Fields.
  2. Create a new “Multi Line Text”  ticket field named Zingtree Session Data. (This field must be set up as “display to customer” and “customer can edit”, but will be hidden from the end-user once you implement step #7 below. Trust us!) The properties will look like this:
  3. Click Done.
  4. Click Save to add the field.
  5. Next go to Admin, Portals, and click  Customize Portal next to the portal that will receive Zingtree data.
  6. Go to Layout and Pages, Portal Pages.
  7. Click New Ticket, then add this code to the new ticket edit area:
    <script src="//zingtree.com/api/freshdesk-new-ticket.js"></script>

    This is what it looks like (new code outlined in red):

  8. Click Save and Publish.

On the Zingtree side:

You see to make Link Nodes that go to your Freshdesk New Ticket form, and add ?session_id=#session# to the end of the URL. Example:

If this is the link to your ticket form:
http://support.mycompany.com/support/tickets/new

Use this URL within a Zingtree Link Node to go to the ticket form, and have the Zingtree session transcript transferred:

http://support.mycompany.com/support/tickets/new?session_id=#session#

We’ve set up a sample Gallery tree (“Freshdesk Integration example”) for you to examine here. You can copy this tree, and then change the URL link to point to your own Freshdesk domain.

Follow these steps and in 15 minutes or less you’ll have a powerful integration between Freshdesk and your Zingtrees.

Any questions? Reach out to us anytime.

Decision Tree Analytics: About Node Popularity Reports

Zingtree has powerful built-in analytics. In this series, we’re taking a closer look at some of these in-depth reports and how they help you learn even more about how customers use your trees. 


Node Popularity Reports

Much like its name implies, the Node Popularity Report shows you the overall popularity of every one of the nodes in your decision tree, ultimately letting you see how often each one is visited. More than just seeing which nodes are getting the most love, this report also allows you to find out where users are getting stuck as well, as you can take note of trends in node drop-off.

To access this report, go to Overview > Reports and select Node Popularity Report from the drop-down menu. You can specify an exact date range to pull the stats from before clicking “Show Report.”

Once the report is built, you can quickly scroll through a break down of each decision tree node, the node’s name, and the number of visits to each one.

Keep your node View as Page Titles, or choose to show the questions and answers.

Plus, click into each node detail for additional information on the time a node was selected, duration of time spent on a node, and even the source.

See a live example of this report on the Zingtree Gallery.


Learn more about our powerful reports and analytics:

Reach out to us any time with questions!

Hectic Holidays: A Simple Guide for Improving Customer Support

As families everywhere are winding down for the holiday season, support teams are just ramping up. This time of year can be especially strenuous for small businesses that want to continue to provide amazing customer service and support seasonal promotions, while at the same time allowing staff members to take some much-needed vacation time.

Customers can often have raised expectations for support during the holidays, and we all understand it. With the right support strategy and preparation in place, staff and agents can be well ahead of any issues, and customers can get exactly what they need. Here are our top tips for keeping things streamlined in your support department this holiday season:

1. Empower Agents

A good amount of customers still enjoy traditional support methods, like simply calling you up on the phone. For this reason, it’s incredibly important to empower the people who are answering those calls. Agent empowerment can come in many forms: in-depth training, up-to-date knowledge, freedom to make key decisions. By preparing agents with the tools they need to succeed, and giving them the power and confidence to make judgment calls, they will be ready and able to tackle any customer need!

Agent scripts allow support reps to have a real-time, custom script to easily guide them through a customer communication. Crafted to fit the business’ own “voice,” scripts follow personalized support standards that make it simple for agents to help customers with the best information possible. The best part about agent scripts for the holidays is that, because they convey the most accurate information and natural flow, it’s possible to hire last-minute seasonal help while ensuring your high standards of customer service are still met.

2. Provide Self-Service

According to a 2013 Forrester report, roughly 72% of customers actually prefer self-service support options to resolve their issues over calling or sending an email. For the holiday season, this is excellent news. The more you provide self-service support, the less questions and issues your support team has to field — it’s a win-win!

As far as self-service options go, pairing your existing knowledge base, FAQ and/or tutorial videos with interactive troubleshooters is the best way to cover all of your customer service bases. With the question-and-answer-style of a decision tree troubleshooter, finding solutions becomes much more manageable (for customers and support staff). In fact, businesses that use these troubleshooters have seen an average 20% reduction in support costs, some saving upwards of 15 hours per week on customer support.

3. Create a Holiday Tree

Not quite the tree that’s traditional to the season, holiday-specific decision trees are also a great idea if you’re running any promotions, offering special deals of any kind, or need to answer common shipping questions. By anticipating questions ahead of time and building a simple, interactive how-to or troubleshooter can help to solve seasonal problems.

Our friends at Desk.com shared a helpful list of some common holiday-related questions to address:

  • What are your hours during the holidays?
  • Did you release a new version of the product during the holidays? What’s different about it from the older version?
  • Are there any discount codes available? Please explain.
  • What are the shipping policies?
  • Do you have rush order? 
  • What are your return/exchange/cancellation policies?

Zingtree makes it easy to build customized, informative decision trees to satisfy your customers, and your business) during the hectic holiday season. Contact us to learn more or get started today!

Decision Tree Analytics: About Session Matrix Reports

Zingtree has powerful built-in analytics. In this series, we’re taking a closer look at some of these in-depth reports and how they help you learn even more about how customers use your trees. 


Session Matrix Reports

The Session Matrix Report lets you view each end-user session within a given date range, including buttons clicked, as well as scoring and data entered when available. Once generated, it’s simple to see an overview of all session data. You can also export this report to Excel, Google Sheets, or any other database via a CSV file for further analysis.

To access this report, go to Overview > Reports and select Session Matrix Report from the drop-down menu. You can specify an exact date range to pull the stats from before clicking “Show Report.”

The report is built instantly, showing a complete overview of every session. Scroll through each end-user’s selections to view every node and the content they house.

Click into each session to reveal its full Session Details, including Node Titles and Button Clicks, as well as stats on Time Spent and Click Score when applicable.

With display options to show only Subtree sessions, date, or agent/source, you can customize your report view to see only the data you need to access. You can even change your view to see button text vs. score values!

See a live example of this report on the Zingtree Gallery.


Learn more about our powerful reports and analytics:

Reach out to us any time with questions!