Tag Archives: troubleshooters

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!

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!

Embedding Zingtree Decision Trees in Salesforce

z-salesforce

If you run a Call Center or do live support, and you use Salesforce, being able to link a Zingtree script or troubleshooter to each case is really handy. Not only does this give agents a guide to follow when helping customers, but if a case is transferred or reopened, the last viewed node in the Zingtree reappears, and the entire history of the session is available as well.

Inside of Salesforce, we’ll create an Agent Script button, accessible from each case. Clicking this button will open an Agent Script, built with Zingtree:

Here’s how to set up Salesforce with an embedded Zingtree:

  1. Go to Salesforce.com, and log in to your account.
  2. Click Setup on the top right of the screen.
  3. Select Build > Customize > Cases > Buttons, Links and Actions in the left panel.
  4. Click New Button or Link.
  5. We’ll modify the New Button form to look like this:
  6. Make the Label “Agent Script”.
  7. Make the Name “Agent_Script”. (The name cannot have space characters, so we use an underscore here.)
  8. Select Detail Page Button.
  9. The Behavior is Display in New Window.
  10. The Content Source is URL.
  11. For the URL, make it look like this (substituting the tree ID of your script for #########):
    https://zingtree.com/host.php?tree_id=#########&style=panels&show_history=1&persist_names=Restart&persist_node_ids=1&agent_mode=1&nopermalink=1&source={!Case.OwnerEmail}&session_id=#########-{!Case.CaseNumber}
  12. Click Save.
  13. Next, we have to add the custom button to the Case page layout. Within Setup, go to Build, Customize, Cases, Page Layout.
  14. Click Buttons.
  15. Drag the Agent Script button into the custom buttons area, like this:
  16. Click Save.

Now, when your agents are in a case, they can click the Agent Script button, and walk through your Zingtree troubleshooter with the customer. Awesome!


Customization Notes: You can use the Zingtree Advanced Hosting Options to customize the display of your tree within Salesforce by modifying the URL. Once you’re done, take the hosting URL, and add the following to it (substituting your tree ID for #########):

&source={!Case.OwnerEmail}&agent_mode=1&session_id=#########-{!Case.CaseNumber}

Employee Training Simulations using Decision Trees

Because Zingtree is such a powerful interactive tool, it is a prime resource for creating and implementing training programs, simulations, guides, evaluations and more. You can take advantage of the Zingtree platform to create a program based on an existing decision tree, design your own from scratch, or take the process step-by-step; the choice is yours!

Training Your Employees

As with all training programs, yours should be relevant to your company or the position, easily digestible, and appropriate to the person using the simulation. Providing these kinds of tools for different types of positions, situations and learners is important if what is being taught will be incorporated into common workplace practices.

How to copy a basic training program:

1. Sign in to your account and go to the Zingtree Gallery.

2. Go to Training and find the Training Simulation template, then click to Play the tree. From here, you’ll be able to Copy or Examine more closely.

Screen Shot 2015-11-17 at 12.14.33 PM

3. Rename your training program to fit your needs, add a description, and Copy when ready.

4. Modify the decision tree content to generate your own customized training simulation!

Using the Wizard

To create an advanced training program from scratch, try using the Zingtree Wizard tool. With the Wizard, you’ll be able to fill out simple forms to generate your customized decision tree as it guides you through the creation process. You provide the questions and answers that your employees will see in the program, and the Wizard goes through each scenario asking for more information.

Using the Designer

For those who enjoy getting down to a fine point with design, try drawing your training program visually with the Zingtree Designer. With the Designer, you can drag new nodes into the drawing area, and connect them with labeled arrows. Each nodes correspond to a page in your tree, and the arrows represent the button choices from each node.

 

 

 

Performing Employee Evaluations

 

Once training is completed and your employee has settled into his or her rhythm, it’s important to keep up with evaluations to test their knowledge and progress.

For decision trees created with employee evaluations in mind, we’ve coupled Zingtree’s robust logic with a scoring system that can allow you add a value to each answer, and later act upon the total weighted score. Explore our Evaluation examples to preview existing creations, and copy any of the projects to make into your own.

Hungry for more examples and inspiration? Head to the Zingtree Gallery for all the decision trees you can copy and use to fit your needs.