Tag Archives: zingtree decision trees

Marketing Case Study: Global Players

Here’s an example of how Zingtree’s interactive decision trees are helping to improve online marketing efforts in a real education abroad organization.

Global Players helps to place student-athletes in their perfect study-abroad fit, promoting awareness and cultural education as well as athletic endeavors around the world. As an organization growing in popularity, Global Players was in search of finding a streamlined, self-service way to placing students in their ideal location abroad.

Since adopting Zingtree’s solution to integrate their “Program Match” decision tree, Global Players has been able to place over 1,000 students so far, increased the likelihood of a visitor to contact the organization by 5 times, and more!

You can view the case study below, and open a PDF version here.

casestudy-global_players copy

Want to see more? Explore the Zingtree Gallery for examples of how our decision trees and interactive solutions provide value for businesses!

This case study was originally published January 19, 2016.

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?

Zapier Decision Tree Integrations with Zingtree

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Our Zapier app makes it easy to send data collected during each Zingtree session to more than 500+ applications supported by Zapier. In case you haven’t heard of it, Zapier is a tool that simplifies data exchange between various web applications. We’re big fans.

Here are some cool things you can do with Zingtree and Zapier:

  • Send data collected in a Zingtree session to Salesforce, Zoho, Highrise, or any other CRM.
  • Add an email address entered in a tree into Mailchimp.
  • Send  yourself an email or SMS message when a customer reaches a critical node in a tree.
  • Save new customer information in a Google Sheets row.
  • Create Trello cards from trees, and include customer notes and session data.
  • And tons more!

When using Zapier, you create “Zaps.” A Zap has a “trigger,” which is the source of the data, and an “action,” which is where the data gets sent. Most of our customers want to send data from Zingtree to another app, so we’ll demonstrate how this is done here.

Before starting, you may want to examine a demo tree from our Gallery that gathers data and sends it to Zapier, or copy it to your account.

How to Set up Zapier for Zingtree

The Zingtree Zapier app is currently invite-only. But if you’re reading this article, you’re invited!

  1. Create a free Zapier account at Zapier.com.
  2. Go here to accept an invitation to use the Zingtree app. The invitation appears:

    Accept the invite.
  3. You’ll be prompted to make a new Zap:
    Click Make a new Zap.
  4. You’ll be asked to choose a Trigger App, which is the source of the data exchange.
    Search for Zingtree, and select Zingtree (Beta).
  5. You’ll be asked to choose a single trigger.
    Click Save + Continue.
  6. Next, you’ll need to connect your Zingtree account, and a tree to Zapier.
    Click Connect a New Account. 
  7. You’ll be asked for your Zingtree API Key, which you can find here at the bottom of this page. Also enter the Tree ID that will be sending data to Zapier.
    Click Continue when finished.
  8. Change the name of the account, then click Test.

    You should see “success.” Click Save + Continue.
  9. Next, Zapier will attempt to retrieve any variables or sample data from your tree. If this is a new tree, you may want to run through it once and gather some data.
    Click Fetch & Continue.
  10. You’ll see some of the stock data that Zingtree always provides, as well as any custom data for your tree. Again, if you don’t see all the data you expect, do a test run through your tree, and enter some data at least once. This will make the rest of the process easier.
    Click Continue.

Set up the Action App – Email Example

So now you’re done with the Zingtree part. Congratulations! Next, you need to set up an Action App, which will receive data from Zingtree. Let’s set up email delivery as an action, as follows:

  1. Search for email, and choose Email by Zapier as an action app.
    Select Email by Zapier.
  2. This app has just one action.
    Click Save + Continue.
  3. Fill in details for the outbound email. You can insert fields from Zingtree in the body of the email as well.Click Continue when the email is set up correctly.
  4. You’ll see  a preview of what to expect.
    Click Create & Continue to save the action and send a test email.
  5. You should see another “success” screen.
    Click Finish when the email appears as you like.
  6. Name your Zap Zingtree to Email, and turn it on!

Your Zapier Zap is all set.

Making Zingtree Send Data

The final step is to tell Zingtree when to send all the data collected in a session to Zapier. This can be triggered from one or more nodes, when they are seen by the end-user of your tree.

  1. From Overview, Edit Node, edit the node that you want to trigger sending data to Zapier.
  2. Go to Send Message to, and pick Zapier: Zingtree to Email. This is the new Zap you created.
  3. Click Save.
  4. Now try a test from Zingtree. Using Preview or the Publish tool, navigate your tree, and when you reach the node that triggers the send, you should see something in your inbox. IMPORTANT: Make sure to use https in your published Zingtree URL when using Zapier.

Once you get your first Zap done, it becomes easy and addictive to hook Zingtree to the other applications that your business depends upon. So keep going!

Have any questions? Contact us anytime!

Google Analytics for Zingtree: How to Integrate Decision Trees With GA

Google Analytics is an industry-leading web analytics tool that gives you greater insight as to how users are interacting with just about any online or mobile property. Zingtree can use Google Analytics to allow you to get even more robust and powerful tracking data.

As part of this series, we will guide you through some of the Google Analytics basics, as well as information about how you can integrate Zingtree into your reporting process in a strategic way.

Getting Started

To integrate Zingtree with Google Analytics, you’ll need just two things: a Zingtree account and an existing Google Analytics account. If your organization doesn’t currently use Google Analytics, you can create a brand new account for free. Please follow these easy instructions to integrate your trees with Google Analytics:

http://blog.zingtree.com/advanced-decision-tree-tracking-with-google-analytics/

Pro Tip! If you’d like to track your trees separate from your main website or support portal data, please set up a new Google Analytics property and use that to integrate with Zingtree.

Key Metrics: Data to Track

Google Analytics offers a lot of features and functionality, some of which may not be relevant to your organization. However, there are several key metrics that are applicable to many using Zingtree.

See how users are interacting with your trees, including the total number of sessions (or visits) and time spent on each tree, by going to Audiences > Overview.

See what devices are utilizing your trees by heading over to Audiences > Mobile > Overview.

Use the Behavior > Overview report to see when your trees are most commonly visited. This will give you insight into the most common days that your decision trees are in use, and may help you bulk up your staff on days with consistently higher activity.

See your most popular tree nodes and more by visiting Behavior > Site Content > All Pages. For the most user-friendly view, we recommend switching the Primary Dimension from “Page” to “Page Title.”


Want more information about Google Analytics? Check out some of these resources:

https://support.google.com/analytics/answer/1008015?hl=en

https://moz.com/blog/absolute-beginners-guide-to-google-analytics

Have any questions? Please reach out to us at any time.

Updates: Manage Collaborators in Batches (and More)

YouAsked

This week’s Zingtree update focuses on making it a little bit easier to manage the Collaborators on your trees. Rather than changing one tree at a time, you can now add and delete Collaborators on ALL decision trees for which you have Administrator rights, as well as change permissions for an Author.

To add a collaborator to all of your decision trees, select the “Add Collaborator to ALL My Trees” option:

To update your Collaborators, select the “Update ALL My Tree” option:

Thanks to Andrew and Elise for the suggestion!

Other updates this week include:

  • Fix: Theme URLs are now https and will show in any embed scenario. (h/t Tom K.)
  • Update: Added number of Authors to My Trees view.
  • Update: Now supports responsive video options, different sizes in Content editor and Tree output (h/t Trey).
  • Update: Improved FAQ with simplified layout.
  • Update: Only Administrators or editors can delete sessions. (h/t Dave T.)

Interested in becoming one of our favorite collaborators? Contact us here and suggest an improvement or feature you’d like to see in Zingtree!

Agent Portal: How to Show or Hide Trees from Agents

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When using the Zingtree Agent Portal, some customers asked if there was a way to make specific scripts visible to certain agents, or hide scripts from other agents. With this latest update, you can now assign agents to groups, and have trees visible to only those groups. This is done using tagging. Here’s how it works:

When editing your Agent Lists from Account > My Agents, assign tags to each individual agent. Each tag corresponds to a group that the agent belongs to.

Next, assign tags to your trees, using the Settings tool. These tags are also used to group trees.

And that’s it!

If an Agent has tags assigned to them, they will only be able to see trees with those same tags. For example, if Agent Bill is assigned a tag of “sales,” he will only be able to see trees also tagged as “sales.”

Notes:

  • Any agents with no tags will be able to see all trees.
  • You can assign multiple tags to agents or trees.

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?

Updates: New Reports for Data Entry & Node Analysis

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This week’s updates are centered around helping our customers get more information from their Zingtree sessions.

In Usage Reports, you’ll find two new options: Session Matrix Report and Form Data ReportThere are too many people to thank for this suggestion, but specifically Nilou, Ben. C, Todd N. and a few others made these requests.

Session Matrix Report

For every session in a date range, this shows all the nodes and what buttons they last clicked upon. We eliminated Back and Reset button clicks to give you a true feel for what choices people are making on every node. This is also exportable as a tab-delimited CSV, so you can easily import this information into Excel or Google Sheets for further analysis.

Another option is to show the button score values instead of the button text. For some of you, this may prove more useful.

Here’s an example of the Session Matrix report from our Gallery.

Form Data Report

Want to see what people are entering into your Zingtree Data Entry fields? The Form Data report has the answer. Like the Session Matrix report, you can see what data people have entered for each session.  This is also exportable as a tab delimited CSV.

Here’s an example of the Form Data report from the Zingtree Gallery.

Also New This Week

  • A/B test option for scoring nodes (thanks Ben C.)
  • Shrink/expand headers option in Agent Portal (also thanks Ben. C)

We’re lucky to have such engaged, awesome customers. Do you have any feedback? Please reach out!

The Best Way to Write Question & Answer Nodes

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Poorly written questions in your Zingtree decision trees can often lead to confused customers and incomplete results. A truly effective node will guide your user through a self-service experience that results in solving their problem or finding the correct answer to a question.

We break down some of the top ways to write powerful, practical questions that will help guide your customers through your decision trees, resulting in a positive and helpful experience for everyone!

1. Keep your questions simple and focused.

It’s important to avoid writing leading or loaded questions that could potentially steer your audience in a new path, or evoke an emotional response that could affect their answer selection. Additionally, long drawn out questions with unusual sentence constructions, and those with double-negatives, can often confuse your customer and lead to misinterpretation.

Keep your decision tree questions as simple as possible by focusing one one subject at a time, and structuring them in an easy-to-absorb way.

Bad: If our customer support knowledge base was not helpful for you, would you, or would you not, consider switching providers to solve your question or issue?

Good: Would you consider another service if you could not self-solve your problem using our FAQ?

2. Speak your audience’s language.

Every customer that goes through your decision tree should be able to easily understand the questions involved and select an answer that makes sense to them.

It’s always smart to avoid industry-specific or too-technical jargon to keep things as clear as possible. This sounds easy enough, but it can take some serious planning to reduce the messaging in your questions to speak the language of your customer while still conveying the general meaning.

Bad: What problems are you currently experiencing with our service or your account?

Good: How can we help you? Please select an option below. 

3. Write with an active voice.

Active voice is a direct, concise way to craft decision tree question and answer nodes. This style of writing clearly identifies the action and who is performing that action so that you can avoid wordy questions, and sounds stronger and more direct than a passive voice.

Active voice most closely resembles how people actually speak, which makes it much simpler for your customers to read through and understand.

Bad: Our recommended guidelines and instructions for solving your issue should be followed as written below.

Good: Follow our recommended guidelines below to solve your issue!


 

Taking the time to construct simple, concise, helpful question and answer nodes in decision trees will open up new opportunities for your audience to self-solve and connect with your brand.

Check out the Zingtree Gallery for live examples of decision trees with quality questions and answers!

3 Best Tips for Excellent Communication with Customers

Providing amazing customer service is more than lending an ear and a smile; it’s about having an ongoing communication that is fruitful for both the customer and the company!

According to some recent customer service statistics, 55% of consumers have intended to make a purchase, but backed out because of frustration or poor customer service – that means that over half of these opportunities to gain a new customer are held back by bad communication. On the other hand, 52% of consumers have made more purchases from a company after having a good customer service experience.

These days, adopting a system of unbeatable customer communication is critical to company success. Here are our best tips for how to develop great communication habits.

1. Always be straight-forward and concise.

At first glance, it may seem simple to keep this short and sweet; in reality, it’s a process that takes some practice to make perfect.

Start out with your first draft response, then go through it again and eliminate any unnecessary words. Then, go through again with an even finer-toothed comb to get rid of anything repetitive or extra that does not support your main concept. Providing emphasis when needed (for instance, bolding important information) can also go a long way when attempting to give succinct, clear instructions.

2. Provide helpful visuals when you can.

Words can often convolute more complicated processes and explanations. Not only are visuals nice to look at, they can convey information to a customer better than text in many cases.

Try using screenshots marked up with arrows, descriptive tutorial videos, or simple GIFs to help get the message across. Using visual aids to break up often text-heavy customer communications is not only pleasing to the eye, but also helps the customer to understand more easily and absorb the process they are looking at.

3. Reduce the effort of communication for everyone.

Providing multiple channels of contact is crucial to having truly well-developed communication with customers. No matter their demographics, psychographics or geographic location, your customers have to be able to reach you in the medium that is most convenient for them. For instance, having easy access to online chat, phone, and email support is incredibly important to cater to everyone’s needs.

Additionally, it’s important that your customers have access to ways of self-help. With a robust knowledge base of information, along with customized troubleshooter decision trees, customers will find it easy to find the answers they are looking for and walk away with a smile on their face!

Have any more unmissable tips on providing amazing customer support through communication? Send them our way!