Monthly Archives: October 2015

WordPress Decision Tree Plug-in Update

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Version 2.1 of the Zingtree WordPress plug-in is now available! This version uses the latest Zingtree rendering engine, and also supports two new parameters:

hide_title: Hides the name of the tree.

hide_back_button: Removes the Back button from the embedded tree.

Here’s an example:

[zingtree id="773607093" style="panels" hide_title="yes" hide_back_button="yes"]

Download the latest plug-in here.

 

Here’s an actual embedded tree, using the Zingtree plug-in and the new shortcode parameters.

 

 

Freshdesk Call Center Scripts with Zingtree

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If you’re running a call center or doing live support via Freshdesk, you can have a Zingtree call center script ready for your agents to follow to help problem-solve with a customer on the line. Better still, the script is linked to the ticket, so if another agent takes over the support session, they can see the steps the previous agent took, and start at the same node where the previous agent left off.

Freshdesk makes it easy to link call center scripts into your ticket pages using their FreshPlugs. Our implementation adds an “Agent Script” button to the right-hand panel of the ticket page. Clicking this button opens a Zingtree script in a new tab, tied to the current ticket.

Here’s how it looks in Freshdesk:

 

Here’s how to set up Freshdesk with Zingtree scripts:

  1. Log into Freshdesk, and go to Admin, Integrations in your support portal.
  2. Click on the FreshPlugs tab and choose New FreshPlug.
  3. Give your FreshPlug a name and description.
  4. Copy paste the code below into the script section. Substitute ######### with the ID of the tree you want to use for your script (this appears twice!):
    <a class="btn btn-success" target="_blank" href="http://zingtree.com/host.php?tree_id=#########&style=panels&show_history=1&persist_names=Restart&persist_node_ids=1&nopermalink=1&session_id=#########-{{ticket.id}}"><b>Agent Script</b></a>
  5. Click Save when finished.

More customization: You can use the Zingtree Advanced Hosting Options to create a custom URL to tailor how the tree will appear.   To use it in your FreshPlug, just add this code to the end of the URL (again substituting ######### with your tree ID):

&session_id=#########-{{ticket.id}}

Update: The Zingtree Freshdesk Agent Scripting for Call Centers plugin is also available in the FreshPlugs Gallery.

New Decision Tree Features: History and Breadcrumbs

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When using a Zingtree, have you ever thought how nice it would be to see some more context of where you are in the tree? Or the steps it took to get to where you are? With our latest update, you can do both! Come discover Zingtree’s two new tree publishing options: History and Breadcrumbs.

History allows you to see every step you took while using the tree:

Breadcrumbs shows the sequence of node titles that appeared throughout your journey through the tree:

With both options, you can click on a link and travel back to any previous node in your journey. Visit the Zingtree Gallery and see for yourself what your end-users will experience.


Publishing enhancements:
To make these features easier to use, we’ve simplified our Publish page so that a single click takes you to an Advanced Hosting Options playground. Here, you can experiment with different settings to see how your tree will look and behave. When it’s just right, your hosting URL will be displayed for a simple copy and paste.

Enjoy your new history and breadcrumbs, and let us know what you think!

Please note: For now, History is available only for Zingtree-hosted trees and the Agent Portal.  Breadcrumbs are for Zingtree-hosted trees only.

Adding Zingtree Session Data to Salesforce Forms

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As we are making Zingtree more connected to the rest of the world, our valued customers have been asking us how to import the results of a Zingtree session into Salesforce.

With just a little JavaScript magic, you can now add Zingtree data invisibly into your custom “Create Lead” forms.

Here’s what you’ll need to do:

  • Create a new custom field in Salesforce. It should be a “Text Area Long” – we like to call it “Zingtree Session Data,” but you can call it whatever you like.
  • In your “new case” form, make sure this field is a part of the data entered in the “new case” form.
  • Go to Setup, and search for “Web-to-case.” Generate the HTML, and note the id= value of the Zingtree Session Data field in the form.
  • At the bottom of the page that contains the form, just above the </body> tag, add this line of code, substituting the id of the form field which will receive the Zingtree data for “######” :

<script
id="zingtree_field_id"
value="######"
src="http://zingtree.com/api/add-session-data-to-form.js">
</script>

  • When loading this form from a Zingtree URL Link Node, make sure to add this code to the URL which opens the form:

?session_id=#session#

This setup will load the Zingtree session data into the field you designated for Zingtree data, and then hide the field so it’s not seen by your end-users.

You can see an example page that contains a crude Salesforce form here. When you view the source, you’ll see a text area field with id=”00N61000006Bdlq“, and this code at the bottom of the page:

<script
id="zingtree_field_id"
value="00N61000006Bdlq"
src="http://zingtree.com/api/add-session-data-to-form.js">
</script>

Any more questions? View more of our Zingtree How-To’s on the blog, or contact our support staff

Customer Support Case Study: YouMail

Here’s an example of how Zingtree’s intelligent, interactive decision trees are helping to advance customer service flows and resolutions in an innovative tech company.

YouMail, the leading provider of visual voicemail, realized that they were in need of a smart automated troubleshooter to resolve support inquiries quickly, with the same speed and power that their own service provides.

By using a combination of Zingtree’s customer support decision trees based on YouMail’s knowledge base data and their own support agents, YouMail was able to provide even faster assistance to their customers across a wide range of questions, become more efficient in providing answers, and save money.

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

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

How to Train Customer Service Agents for Success

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No matter the reasons why a customer chooses to reach out to you, it’s important that each agent is professional, knowledgeable, courteous, and can offer expedited assistance. Training targeted specifically to areas of competency, efficiency and customer service best practices are all requirements to delivering excellent customer care.  

Training alone is not enough to account for consistent customer service delivery, though; the software that customer facing agents rely on is equally important. The technology surrounding CRM platforms is evolving and nowadays it is easier to stay nimble thanks to cloud technology. Another big change in software is the analytic capabilities that allow companies to incorporate some pretty nifty features such as customized scripts (like Zingtree!) and persistent ticket tracking, which allow for better customer experiences.

Let’s review a few training tips to take your customer service from good to awesome.

Use Your Knowledge

Customers are coming to you with a lot of product awareness, but they still expect your representative to be the expert. Customer facing agents should be trained thoroughly on all of the products and services they are responsible for representing, in addition to knowing where to quickly send a customer if s/he requires help or service from another department. Beyond product knowledge, training should be comprehensive regarding the software/hardware platforms the agent is working with.

Always Be Professional

Training customer facing agents how to handle frustrated and irate customers is key for employee morale and low turnover. If agents aren’t fully and properly trained in working with upset customers, you can plan on a revolving door in your contact center. Customer facing agents who can remain professional, even when tested, will reflect well on your company. Training agents to remain professional whenever they’re representing your company should be ongoing – there is always room for improvement!

Remain Courteous

The push and pull of a profitable company call center requires agents to efficiently resolve a customer’s issue, while also remaining polite and courteous. Training agents in how to be polite and productive is a practiced skill. As more customers demand personalized care, agent training that teaches manners and personalization techniques will be rewarded with customer loyalty.

Have Departmental Knowledge

Before an agent is allowed to work with customers, he or she needs to be broadly aware of the functions and roles of the other customer-serving departments. The next step is to ensure proper training in how to patch a customer through to the right person; this is where the need for an omni-channel strategy comes in. It’s easy to see how frustrating it can be for customers to start with one agent, then get transferred to another while having to start over at the beginning if your software doesn’t track a customer through different channels or departments.

As with all training programs, it should be relevant, easy to absorb, and appropriate to the learner. Making training tools available for various types of learners is important if what is being taught is to be incorporated into the workplace.

Customer facing agents are under a lot of stress and pressure but a good training program that is ongoing pays off in that employees are more satisfied in their jobs, which ultimately translates to more satisfied customers!  

 

This article was written by Jodi Beuder of MHI Global. Are you interested in submitting a guest blog post? Please contact us!

Decision Tree Uptime & Downtime with System Status Page

Zingtree is an ultra-reliable tool and we believe that the transparency to view the real-time status of your decision trees is incredibly important.

With our new System Status page, you can quickly access a running report of Zingtree’s server availability, including a real-time breakdown of uptime percentage, downtime in minutes and seconds, number of downs, and a digestible downtime summary. To locate this page, just select “More” from the Zingtree website menu, then “System Status.”

We use a dependable, scalable architecture built on Amazon Hosting, so no matter how much traffic we receive, we can always launch extra servers to keep things running smoothly for your hosted trees. In the rare case of temporary shutdown or maintenance, we will always be sure to let you know in advance.

To learn more, check out our FAQ, or contact our Tech Support team.