Tag Archives: zingtree decision tree

Update: Improved My Trees Tool & Author Management

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This latest update to Zingtree makes it much easier to manage permissions and access to trees for multiple authors. This is especially helpful for our larger customers.

Here’s what’s new:

  • You can now view and add authors using Account > My Authors.  Once an author has been added, they can be picked as a collaborator. You can also see all the authors in your organization.My Authors
  • From My Authors, click on Details for each author, and see what trees they have access to, and what rights they have.
    Author Details
  • The My Trees tool is improved.  You can easily see all the trees you are working on, and what your rights are. Hover over the author count to see the names of the collaborators on that tree. Change the Author selector, and see the trees other people are working on, plus view your rights on those trees. Click on a Rights icon to gain or request access to that tree.The new My Trees tool.
  • Each organization now has one Super User.  This defaults to the Billing Administrator, or the person who first created the organization. The Super User can assign themselves Administrator rights to any tree, and delete authors.

You can see all the rules for how rights and permissions work here.

Many people asked for more control over the authoring process. Thanks to all of you for your input – we’re happy to make Zingtree even better for you!

Implementing a System of Proactive Customer Support

Great customer care leads to long-term, happy customers; it’s a proven fact. A large part of providing support these days centers around getting ahead of issues — and effectively solving them — before they can turn into problems.

One way to do this is with a system of proactive customer support. By building and implementing ways to anticipate needs, questions and potential issues ahead of time, you’ll reduce your customer’s effort along with your number of inquiries.

Traditional Support Methods Aren’t Enough

The majority of customers vastly prefer to self-help rather than needing to contact support agents by phone or email. In fact, a recent survey found that 73% of consumers want the ability to solve issues on their own (one-third of those even said they would ‘rather clean a toilet’ than speak with customer service.)

Build a Proactive System that Works

1. Maintain a robust knowledge base and FAQ.

Creating a support knowledge base that provides a fully holistic view of your product or service, along with any other issues that may arise, is the first step to implementing a proactive support system. Beyond establishing a system of best practices for your customer service team, having an easy-to-read and informative FAQ will allow your customers to become experts on your product/service and seek help themselves when needed.

2. Make it easy to contact you. 

At the end of the day, if your customer needs one-on-one help, it should be clear and simple how to reach someone knowledgable. It’s important to provide a clear path of customer contact from anywhere on your website, knowledge base articles and other communications. Whether their preferred route is email, chat or phone support, do your best to assist them via any potential path!

3. Introduce interactive troubleshooters.

Zingtree is a powerful tool for building custom interactive decision tree troubleshooters – these allow users to follow a path of questions and answers leading to a final most-likely solution, and are especially helpful for more technical issues or questions. By enabling your customers to self-help in a hands-on way, you’ll empower them and develop stronger loyalty in the long-term!


With a robust knowledge base of information, easy communication paths and customized troubleshooter decision trees for technical issues, customers will find it simple (and even pleasant!) to find the answers they are seeking.

Start Your Free Zingtree Trial!

What Kind of Valentine’s Card Should I Give?

Get ready – Valentine’s Day is just a few days away!

Whether you’re searching for ideas for your significant other, mom and dad, or other VIP’s in your life, the Valentine’s card is a staple of the season and shouldn’t be forgotten.

Rather than going to your neighborhood pharmacy and grabbing a generic option last-minute, this new decision tree will help you find the perfect Valentine’s card.

Want to see more amazing user-generated decision trees? Check out the Zingtree Gallery!

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.

Updates: Tree Search, Node Printing, and Better Internationalization

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This Thanksgiving Week’s updates cover a variety of things, all inspired by people like you.

Here’s what’s new:

  • Email nodes now display in French, Dutch and Spanish, depending upon the preferred browser language setting (h/t Théophile).
  • Published trees: Back button just shows an arrow for non-English users.
  • Agent portal: Added search box to locate trees matching title or tags (h/t Tom S. and others).
  • New Tree Search API
  • Now properly saves non-English characters in Edit Node (h/t Ksenia)
  • New: Print node option in Overview.

Also, Ben C. helped us find and fix a rare error in recovering snapshots.

We’re thankful for our great customers who continue to help us make Zingtree better and better. Thanks guys!

Zingtree Terminology: Understanding Your Decision Trees Pt. 1

Behind every great Zingtree decision tree is a powerfully built system. Understanding how these interactive decision trees work on a more fundamental level can help you to generate more effective, better customized trees to fit your needs. If you’re new to Zingtree, this glossary of basic terms will help you understand how our system works.


Buttons

These are the clickable actions an end-user takes when interacting with a tree. You can see examples of buttons below in “buttons style” and “panels style”.

Buttons Style

Buttons are the traditional display method of your decision trees’ interface. With this design, your customers will see answer options shown as clickable buttons. Each individual button answer will lead to a separate path respectively, depending on your customer’s selection.

Link Nodes

Following up the Q&A nodes for most-utilized are Link Nodes, which can allow your customer to click through to another web page, such as a scheduling system, how-to video and more. The action of opening this new page is tracked automatically in your Zingtree Reporting for that specific tree.

Nodes

A node is a page an end-user sees while using your tree, or an action that occurs.  Question Nodes and Answer Nodes show information, and give choices where to go next. Other kinds of nodes perform actions like sending an email, linking to a web page, opening another tree, or acting upon a session score.

Panels Style

We developed a second user interface style that you can adopt for your custom decision trees. The Panels style displays the same information as the traditional Button style does, in a fresh way that is optimized for longer answers. Each panel answer will lead to the next step in the path depending on your customer’s choice.

You can try out both Buttons and Panels style in the Zingtree Gallery to see which method is right for you.

Question Nodes, Answer Nodes

Old fashioned Q&A nodes are by far the most popular. As the name implies, Question nodes allow you to ask a question to your customer and provide one or more answer buttons. On the other hand, final Answer nodes propose a solution for your customer and contain no buttons. You can add unlimited nodes and grow your decision trees as big as you want!

Trees

Interactive Decision Trees are why we’re in business. They form the logic and structure of the knowledge you wantto share with others.

Trackable, customizable and dependable, Zingtrees are set up using three basic methods: Wizard, Designer, or right from scratch. After completing and saving your custom interactive decision tree, it can be embedded in your web site, or hosted by us. You can edit, preview and update your Trees whenever you’d like.

Here’s what one of our example trees looks like:

Tree Nodes (Sub-trees)

For larger, more complex projects, Tree Nodes (or sub-trees) come in handy to break down your decision tree in a more digestible way.  Simply put, you can have a button open another tree.

You’ll find that these sub-trees can occur naturally during the planning stages of complex trees; by containing themes in different trees, and later linking them into one final tree using Tree Nodes, you can concentrate freely on one step at a time.

 


Stay tuned for Part 2 of our Zingtree Terminology series coming soon. If you have any questions in the meantime, please contact the team!