Monthly Archives: June 2018

These 5 Simple Call Script Techniques Can Easily Win New Customers

Do your agents strictly follow the call script and stay unshakable in what to say next when they receive an answer form a prospect or a client? Or, do they remain flexible, use a call center script as a handy helping tool, and react to the responses according to the situation? The best call script techniques are ones that work best for a particular agent and brings in the most appointments, scheduled demo calls, and sale deals.

A call script is an essential tool that helps to conduct a successful call campaign, it is necessary to train your agents the way that they’ll be equally comfortable talking to their clients with and without the call center script. Moreover, a call script can help to onboard new agents quickly, especially once it relates to outsourcing your call center-related activities. Sales representatives at CrazyCall are certain that a script builder is an amazing tool when it comes to conducting a proper conversation with a prospect. One of CrazyCall’s sales reps, Jacob, explains:

“You never know what to expect from a person that you reach. They might get interested in your product since the very beginning of your conversation. Thus, you need to be ready to answer all kind of and to as many questions as possible. On the contrary, there are times when you contact prospects and they express their unwillingness to discuss anything with you straight away. You need to be ready to hear “no, I’m not interested” and that is, to my mind, the phrase that might confuse sales reps the most. That’s why it’s important to know what your answer should be way ahead. In this case, the script in front of you is your rescue”.

So, what are those call script techniques that really work?

1. Stay flexible.

Follow a call script but be prepared to adjust your conversation at any moment. A call center script is a tool that a sales rep or a customer success agent can lean on but not rely on entirely. Call script techniques help to keep the structure and a flow, and can forecast some of the possible questions and answers, but surely not the whole conversation.

2. Don’t be a robot.

When following a call script, avoid speaking as if you were a robot. Even though you’ve been applying this call script hundreds of times before, you need to sound as natural as possible. You need to appear interesting, enthusiastic and utilize your soft skills to maintain an engaging conversation. Nobody likes hearing stock phrases that are boring and have no personal attachment. Thus, along with the call center script never forget about your sales presentation skills.

3. Use personalization.

Unless you are cold calling and know nothing about your leads except their phone numbers, use personalization in your call scripts straight away. First of all, refer to your contacts by their names. This way you’re bringing in some familiarity and trust to the conversation. Next, try to analyze what their pain points might be, basing on their position, a company they work at etc. Your leads need to have a feeling as if your offer and an entire conversation have been customized exclusively for them.

4. Don’t panic!

Did a prospect answer “yes, I’m interested” but you chose the answer “no, I’m not” in your call script instead? While he keeps talking and asking you questions, you’re trying to go back on track in your call script and find the correct answer? Take a deep breath, listen to the questions and answer them. You’ve done it so many times before, you’ll manage now, too. Even though most of the call script builders are very intuitive and are easy to navigate, nobody canceled a human factor. Again, the call center script is a tool that is designed to help you around and not to replace you!

5. Be prepared to hear “No.”

Rejection might be the most confusing answer of all. In this case, a call script is the best recipe. You don’t have to come up with anything weird or sound unnatural, just do the following: read what is written on your call script. For such special cases as a rejection, you need to prepare a well-thought answer that you need to test several times beforehand. In case you’ve no answer ready, simply improvise. It’s always better to respond to anything rather than agree to the rejection, and say “OK, have a great day!”

To conclude, call center scripting has been one of the best tools that help to conduct a successful sales pitch, a demo of your product, a cold or warm calling. However, don’t follow the call script blindly. Instead, put your ears open and stay flexible at all times. Listen, hear, and use personalization to achieve the best results with your call script. In the end, it is a tool that helps you to improvise and be ready for any kind of a situation.  

 

Olga Milevska

Olga is a Content Marketing Specialist at CrazyCall. When not writing on inside sales and customer success, she manages global marketing at PLUGin – Polish Innovation Diaspora, organizes Startup Weekend Wroclaw or traveling around Europe. Her other Interests include new technologies, innovations, startups, writing, and arts.

 

How Zingtree Uses Automations To Be More Productive

automations

Long gone are the days of doing it all by hand and double-checking your work along the way. For businesses in all industries, it’s becoming easier to get ahead, stay ahead, and improve internal processes using automation. From the more advanced automations to more simple and straightforward ones, there are easy ways to use technology to your benefit.

Automations can require different levels of technical expertise, and most expose an API for programmers. In many cases, tools like Zapier and Calendly don’t require any programming knowledge. But for more advanced uses, being able to tap into an API gives you an extra level of power. APIs are some of our closest friends at Zingtree, allowing our decision tree toolkit and call scripting software to work together, enabling the automation of certain process possible, and making our customers’ lives even easier.

This article on Inc.com summarizes it well, saying:

“Automation is the future. The development of the cloud allows you to stitch together all of your cloud applications–from email to CRMs–something that was unfathomable merely 10 years ago. As a result, you can make more sense of your data–and unify your business processes into simpler dashboards that don’t require a computer science degree to use.”

There are hundreds of applications built with efficiency and value in mind – all here to help your organization achieve its objectives and deliver value to its customers. But, with so many solutions out there, it can be difficult to know what’s right for your workflow.

At Zingtree, we make every effort to automate our processes – this gives us more time to better serve our customers and focus on improving our service. Here’s a breakdown of some of the incredible, powerful automations that we have put in place to make Zingtree a more efficient and effective company.

Marketing + Communications

We like to stay in touch with our customers on a regular basis. Whether it be to communicate some new product fixes, new features & updates, integrations, newsletters, blog posts, or other quick tips, setting up personal automated emails, drip campaigns, and messages is big for us.

We use Intercom to build, customize, and launch most of these automated product and marketing messages. With just a few simple steps, we’re able to keep our customers in the loop on the latest in the world of Zingtree. We have Intercom chat integrated within our website, and by using the Intercom API, we are able to open a customer record in our back-end from any Intercom conversation with a single click.

Check out our Intercom integration here. 

Business Operations

Business processes come in all shapes and sizes, but all of them have one thing in common: they take valuable resources to optimize and maintain. We use our own interactive decision trees for improving and automating business processes because they provide a robust, yet simple way to run through any type of process. For us, this means enabling automations for:

Along with ourselves, one of the largest organizations around the world – Philip Morris International – uses decision trees to automate and improve their procurement process. With these interactive, automated processes in place, PMI enables its employees to be guided through purchasing journeys in a consistent way. PMI’s decision trees have automated process flows with a standardized approach, making sure that the correct set of procedures are being followed every time.

Scheduling + Demos

One of the process issues we’ve faced as a company is the amount of time it takes to schedule online demos for new customers. If only there was a way to intelligently gather background information from each prospective customer, and then route the requests to the proper team… oh, wait! Zingtree can do that. If you request a demo, you’ll launch a decision tree that determines what sort of customer you are, gathers relevant background information, and then opens a scheduler built with Calendly. With this tool, you can set up individuals or teams and the software accesses their Outlook/Google calendar to show available times for each person or group.

Calendly also lets you pre-fill custom forms; besides name and email, we create a backgrounder using Zingtree data entry fields and button click variables for each meeting request. Not only do we make it convenient for the customer to provide this information to us, but also this helps us prepare properly for each meeting. You can see how this scheduling decision tree is built here.

Check out our Calendly integration here.

Customer Support

Our most fully-integrated use of automation comes with our own decision tree platform – providing automated customer support! Offering up decision trees as complete knowledge bases, FAQs, and tutorials, Zingtree enables us to automate the support process through self-service. There’s no technical know-how required to start using decision trees for support, and they can be embedded directly into any website using just a small piece of code. We also use Zingtree internally to manage our knowledge base of information, as well as set up demo requests and even provide automated, end-to-end technical support!

Other helpful automated systems that Zingtree provides include:

Customer service, business process, and communications-based automations – while highly advanced – can only grow and evolve into more useful ways for businesses over time. At Zingtree, we’re looking forward to continuing to provide a versatile platform that allows companies to automate customer service, support, and the overall experience even further, without sacrificing personalization or ease-of-use.

Have any questions about how we use automations, or how to get set up with the Zingtree API? Contact us anytime!

Adding Personalized Customer Service to Your Call Center

We recently had the pleasure of contributing a guest article on the CrazyCall blog about some of the best ways that call centers can inject more personalization into their daily customer service practices. We’re so excited about being featured on their site, we wanted to share with you. Here’s just a quick excerpt from the post, but you can read the full thing on the CrazyCall blog.

In an era of always-on access, providing fantastic customer service in a call center environment is a must. To stay ahead of the competition, keep buyers, and win over new customers, non-stop customized access is necessary. One huge factor that many call centers, sales teams, and businesses may be missing? Personalized customer service.

Offering personalized customer service is about treating people as people, not as “the customer.” It’s also about empowering them through self-service with a personal touch. This leads to customer loyalty, confident agents, higher sales, and better competitive advantage.

If you’re a business with a devoted call staff, a sales team looking to improve, or a full call center, here are some ways to add more personalization to the mix.

1. Take advantage of automation

Personalized customer service is becoming a reality through advancements in automation. A recent Forbes article discusses how “leveraging AI in the contact center increases the effectiveness of customer service departments by freeing up more time for frontline representatives.” What does this mean? Automation saves agents enough time that they can spend more time with customers that need one-on-one care.

Some uses for automation are to:

– intelligently route customers to the correct department
– collect necessary data before hopping on the phone
– share information in real-time between agents or teams

This is possible with the help of chatbots, CRM integrations, scripts, and other automation tools.

Head to the CrazyCall blog to read the rest of our article >>

Like what you read? Share on Facebook, Twitter, and LinkedIn or drop us a comment below.

Decision Tree Updates: June 2018

Over the last six weeks, we’ve been focusing resources on improving tasks that have been the topics of our most frequent conversations with customers. In general, here’s what we’ve improved:

Here are the details of everything that’s changed:

Visual Designer

For more details on what’s new in Designer, see this post.

  • Update: Question and Answer nodes are now just “Content” nodes.
  • Fix: Designer no longer shows things like ' in labels.
  • Fix: Designer no longer hangs with “contains” operation in logic nodes.
  • Update: Designer shows better symbols in logic branches
  • Update: Can now move logic node branches in Designer
  • Update: Designer has no more “save” button. Changes are saved automatically.
  • New: Pop-up editor can now be used to edit button links or logic nodes. Changes appear instantly in the Designer view.
  • Fix: Adding nodes now makes them appear in the proper display order when viewing the tree in Simple Overview.
  • Update: Designer pop-ups can now change the root node.
  • Update: Removed Undo/Redo buttons.
  • Fix: Designer PNG export crops unneeded whitespace from the image file.
  • Update: Designer loads 2x faster!
  • Update: Unlinked buttons appear as red arrows and buttons.
  • Update: “unlinked” node position can be moved and saved.
  • Update: New node icons. These also appear in hi-res for Retina displays.
  • Fix: Button labels no longer occasionally return after being turned off.

Email Nodes

  • New Email Node option to automatically send email, and then continue to another node.
  • Creating email templates is much easier – no longer need to upload HTML files, or use a special link node.
  • You can customize the “Send Message” button for email forms.
  • After sending email, the next step can go to a new node instead of requiring a URL.

Document Nodes

  • New: Document node now has a button option which can continue the session at another node.
  • Update: Document node content selector now shows just content nodes with no to/from links.

Zendesk Agent Scripting App (Version 12)

  • Fix: Now properly sets or unsets checkbox custom fields (Tim J.)
  • Fix: New tickets now works properly in all cases (Linus P.)
  • New: Zendesk App Theme.
  • Version 12 now in Zendesk App Marketplace.

Other Updates

  • Update: Question and Answer nodes are now just “Content” nodes.
  • Update: New icons for all node types.
  • Fix: Editing nodes where there are a lot of variables in content editor list now loads faster (Oliver).
  • Fix: “return to Tree” tree node no longer adds unwanted variables to the list of options in Logic Nodes.
  • Fix: Wizard now properly sets display order for node reordering.
  • Fix: Simple Overview no longer shows nodes used in document nodes in the incoming link count.
  • Fix: Setting scoring value to ‘=0’ now resets the value to zero (Jay H.)
  • Fix: Persistent button link nodes from within a subtree now work properly (Lasse)
  • Fix: When editing a node, “Assign button click variable” no longer sometimes ticked when no variable is present.
  • Update: Added search to Gallery.
  • Fix: treetaglist macro no longer shows duplicate live and dev versions of matching trees. DEV master shows dev versions only when duplicates are detected, LIVE master shows live versions when duplicates are detected (Lasse)
  • New: Added Bootstrap Table styles in content editor (hover, border, striped, condensed) (Kim M, Rachel V, Justin B)
  • Fix: Entering values for scoring uses running total without requiring ‘+’ in front of number, as per documentation (Lisa F., Chad Y.)
  • Fix: Prevents variable names from starting with a digit (Gabriele P.)
  • Fix: Fade transition no longer shows last node when “back” is selected (John H, John K.)
  • Fix: Fade Transitions work properly with logic nodes (Werner G.)
  • Fix: Fade transitions and breadcrumbs now work properly (Ben M.)
  • Fix: Persistent nodes clicked from a subtree now hide last node properly with transition/fade effect.
  • New: GDPR page at zingtree.com/gdpr
  • New: Can now drag and drop document files into the content editor to upload them to our servers (PDF/DOC, etc.) (Lucas K.)
  • Fix: Kustomer integration now adds tags properly when jumping to the root node of a tree via a tree node (Katie)
  • Update: Periods now allowed in tags (Amanda D.)
  • Fix: No longer sending “score=” in Webhook calls for an empty score (John H.)
  • Fix: Adding, editing or removing collaborators from DEV version sets proper access to Live version (Lasse)
  • Update: Date picker now has expanded year ranges (Ronnie L.)
  • New: Can add extra emails for billing notifications (Tom M.)
  • Fix: Button click values like ‘123ABC’ now store as strings, not ints (was saved as 123) (Mark C.)
  • Fix: Default Theme updated so link colors are set properly.
  • Fix: Logic nodes drop-down selections now work when related trees have no variables.
  • Update: Link control in editor and new link nodes now defaults to new tab (Jonathan B.)
  • Update: Content editor no longer shows link options for Google, Facebook
  • Update: Content editor link manager now has a tooltip option.

As always, if you have any ideas to share with us on this or any other features, please let us know!

Visual Designer Update – What’s New With Our Decision Tree Maker

As a part of our continued efforts to make building decision trees easier and easier, we’ve updated the Zingtree Visual Designer tool to work better than ever.

Here’s what’s new:

  • Question Nodes and Answer Nodes are now a single type: Content Nodes. This makes it easier to add button options to any node with content in it.
  • The pop-up node editor can now edit button assignments, and these are immediately updated in the Designer view.
  • The “Save Layout” function is eliminated, as any changes to the tree are saved automatically.
  • Creating an image of the tree design via the PNG Export option now generates a full-size image, and eliminates unnecessary whitespace at the edges.
  • You can change the Root Node from within Designer (via the pop-up editor).
  • Designer loads 2x faster in most cases.
  • Unlinked buttons appear as red arrows, and the “UNLINKED” node can now be moved and repositioned.
  • Deleting buttons now updates the button order rank of the remaining buttons.
  • New, sharper hi-res icons.

Here’s an example of what you’ll see in the new Designer:

One other thing: We’ve eliminated the Undo and Redo buttons. Since changes to the tree save automatically, any previous versions can be retrieved using the Snapshots tool.

This update was a lot more work than it appears on the surface, as often we find that incremental improvements in the overall tree-building experience take a lot of time to build and test.

We hope you like the update! Please reach out with any questions, observations or suggestions.

 

How to Send Email from Decision Trees

send email from trees

One of the most frequent requests we get from customers is about sending email. We’ve spent a lot of time to make this process as simple as possible.

With Zingtree, you can use Email Nodes to send email in two ways:

  • Automatically, with no end-user interaction.
  • Showing a pre-defined form for the end-user to enter a message.

Emails can include everything you need:

  • The Session transcript.
  • Variables entered during the session.
  • Images and formatted text.
  • Attachments.

Sending  Emails Automatically

Emails can be sent automatically, with no end-user interaction. Start by creating an Email Node as follows:

  1. Click Tools, then Add Node.
  2. Select Email Node as the node type. The Send Method should be set to Send Automatically.
  3. The Email Node editor appears.

  4. Add a Page Title (mostly for your reference when using the Zingtree editing tools)
  5. In Send Email to, enter the delivery email address. You can enter multiple recipient email addresses separated by commas.
  6. Enter a subject and a message. The message can include images, formatted text, or placeholders for variables. For example, if you collect a variable called name, just add #name# into the email body for it to appear.
  7. Check Include Session Data in Email to include the Q&A transcript, and any data collected in the email. You can also check “Securely deliver session data via Link”, which will provide a link to the session information, instead of including it in the email body.
  8. In After Sending, choose a node to go to next. Or, choose Go to URL, and enter a URL to launch instead, like this:
  9. Click Save Changes when finished.

How to Create an Email Form Node

Your end-users can be presented with a stock email form, which looks like this:

You can make a node that displays this form by creating an Email Node as follows:

  1. Click Tools, then Add Node.
  2. Select Email Node as the node type. The Email Node editor appears.

  3. IMPORTANT: For the Send Method, select Show Form Before Sending.
  4. Add a Page Title (mostly for your reference when using the Zingtree editing tools)
  5. Add text for the Send Message button.
  6. In Send Email to, enter the delivery email address. You can enter multiple recipient email addresses separated by commas.
  7. You can enter a default subject or message. These are pre-filled in the email form.
  8. Check Include Session Data in Email to include the Q&A transcript, and any data collected in the email. You can also check “Securely deliver session data via Link”, which will provide a link to the session information, instead of including it in the email body.
  9. In After Sending, choose a node to go to next. Or, choose Go to URL, and enter a URL to launch instead, like this:

  10. Click Save Changes when finished.

Summary

These two methods are the recommended ways to send email, and should be used in place of any other methods.

As always, if you have any ideas to share with us on this or any other features, please let us know!

Push Live: A Simple Decision Tree Publishing and Approval Process

Some of our larger customers have asked for a simple process for managing changes to their decision trees. When there are multiple people involved in making edits, and the final versions need approval, the Zingtree Push Live tool makes this procedure a breeze.

Push Live lets you have two versions of a tree – a development version and a live version. Your team makes changes to the development version, and when these changes are ready to go live, an administrator approves these changes by invoking the Push Live tool to update the live version of the tree.

Using Push Live is optional, and can be implemented at any time.

Overview

Here’s how Push Live organizes the publishing process:

  1. An author or authors make changes to a tree.
  2. Once the new tree is approved for release, an adminmistrator invokes a Push Live so that the new tree is available to end-users and agents.
  3. All changes and push events are tracked through the Snapshots tool.

Setup

Here’s how to set up a tree for Push Live:

  1. Select your tree from My Trees.
  2. Go to the Settings tool, click the Push Live tab, and check Enable Push Live.

  3. Make sure to click Update All Settings next.

Managing Live and Development Versions

You can switch between the development and live version of your tree from the main Tree Tools screen. Go to My Trees, and select a tree, or use the All Tools option in the Tools drop-down on every page.

Select Development or Live from the Version selector:


IMPORTANT: Use Live Publishing Links

The live version of a tree has different links than the development version. Make sure you are using the Publishing Links code for the live version of your tree by switching to the live version before using the Publishing Links tool.

The tree ID for the live version of a tree is the same as the development version, except that it adds 000 to the end of the ID. For example: If your tree ID is 123456789, the ID of the live version is 123456789000. So you’ll need to use different publishing links when making the live version of your tree available to others.

Pushing Changes Live

In order to update the live tree, you need to have Administrator rights on that tree.

Once you’re ready to “go live”, invoke the Push Live tool from the main Tools page, or the Tools drop-down. You’ll be asked for update notes on this version, which makes it easy to track what changed.

You can see the history of changes (with the update notes) for each update of the live version using the Snapshots tool (under More Tools).

Using Tree Nodes with Live Versions

If you have several trees under the Push Live process, and you are using tree nodes to link them together, Zingtree will ensure the proper development or live version is linked. When editing in the development version, use tree nodes that reference the development versions for your other trees. When you push live, those tree nodes will go the live versions of the other trees if they exist.

Here are the rules:

  • Tree nodes in the development version go to development versions of other trees.
  • When you push live, tree nodes in the live version go to live versions of those trees.
  • If a live version of a tree node doesn’t yet exist, the development version is used instead.

Give Us Feedback!

Is this Push Live feature useful to you? Do you have any suggestions to make this process work even better for you? Let us know!

 

This article was originally published on January 16, 2018.

How Do You Fix a Broken Process?

At Zingtree, we do our best to create well-thought-out processes in order to ensure that common tasks are getting done properly, consistently. But, what kind of damage can occur when a process no longer works or is somehow fated to fail from the beginning? This issue of broken processes is one that many organizations are faced with every day, which can be using Zingtree decision tree technology.

Our friends at ICMI recently covered this topic perfectly, diving into the topic of how businesses and call centers can fix broken processes that hurt organizations in the long-term. According to their definition, “broken processes are often exposed in missed KPIs, inefficiencies, bottlenecks, lack of trust, or complaints from customers and employees. Your employees may also feel like they are working harder than ever to accomplish a basic task. If you experience any of these things, chances are you have a broken process.”

Identifying a Broken Process

Knowing that you have process bottlenecks and other issues is one thing, but knowing how and when to act and find a solution is an entirely different venture. ICMI recommends that when a broken process is identified, it’s important to sit down with your team and take down some ideas based on some key brainstorming questions:

  1. What is the current process?
  2. What doesn’t work about this process?
  3. Do we have supporting data?
  4. What are some things that could make the process better?
  5. Are there tools or resources that might help with the resolution?
  6. What have we tried before that has worked?
  7. What have we tried before that hasn’t worked?
  8. What other alternatives exist?

Fixing a Broken Process

With the right questions being answered by everyone experiencing issues from your broken process, you’ll be able to move on to the next step: finding the right solution so that the process can be fixed. It’s important to find a fix that works for everyone affected, while having as few barriers in place as possible. When implementing a new tool or process, any change can be softened when everyone is on board.

We built Zingtree to be that all-encompassing solution that can fix a broken process in a standardized, easy-to-use, and quickly implemented way. Interactive decision trees are the perfect solution to make it easy for all employees to follow standard processes in a user-friendly manner. Plus, these processes can be updated and adjusted as needed by non-techncal people.

Our Zingtree customers have told us they like our solution because:

  • It’s a no-code-necessary tool that’s simple to get up-and-running with.
  • It’s effective for mapping out processes in a visual way, so you can truly SEE how a flow works.
  • It’s easy to include photos, videos, documents, and other types of media.
  • It’s flexible for integrating with CRM tools and embed into web pages.

As ICMI says, “mending broken processes takes time and focus on the short-term, the outcome will be more engaged employees who yield better results and more satisfied customers.” With the right tools to fix your broken or bottlenecked processes, you’ll be in great shape to tackle improving KPI’s, customer satisfaction, and other key areas of your organization.

Read the rest of the ICMI article on their website right here.

Check out some specific decision tree examples to see how call centers, retailers, and other organizations are using Zingtree to streamline and mend processes. 

5 Massive Time-Saving Benefits of Interactive Decision Trees

Decision trees can be great time-saving tools when implemented well. In any industry use case, fleshing out a complex process into a simplified and easy-to-understand version of itself is, by far, one of the best ways to save valuable resources. Because there’s no coding necessary to get up-and-running, decision trees save even more time for businesses, retailers, and call centers looking to streamline everyday processes. When put into practice, decision trees help to cut down on time spent navigating:

  • call center conversations
  • customer support efforts
  • internal processes
  • finding products on eCommerce sites
  • and more

While the scenarios vary, the results are similarly incredible. We created Zingtree decision trees ourselves in order to reduce the time spent on our own internal processes and support efforts. After implementing decision trees for customer support, we saw way fewer support tickets (about 25% less), spent about 15 hours less every week answering support tickets, and customer satisfaction markedly improved as well. Over time, this has lead to a savings of around $30,000/year.

We’re not here to focus on the savings in terms of money this time, however important it may be. Where the real savings truly lies is within TIME; and as we all know, saving time is saving money. Here are a few of some of the major ways that our online decision trees save organizations incredible amounts of time.

1. Providing self-help.

Consumers young and experienced alike have spoken: self-help solutions are the preferred solutions. While your standard phone and email communications are still incredibly important to offer, providing platforms to customers that allow them to self-solve problems and answer their own questions goes a long way where time-savings is concerned. Not only do the end-users or customers save time by being able to quickly route themselves where they need to go without waiting in a digital line, this interactive format saves businesses time that would have otherwise been spent helping that customer out. Interactive decision trees make self-help incredibly simple. You can create custom knowledge base materials, troubleshooters, interactive FAQ pages, tutorials, and more to embed directly on-site so customers can get the answers they need quickly.

2. Reducing back and forth.

Where emailing back-and-forth or playing phone tag with a customer for hours (or days!) used to be the norm, customers and businesses alike have started to value their own time more. Decision trees are an amazing tool for reducing – even eliminating – the back-and-forth typically found in service-based or consumer-facing industries. Because you can create an entire guided experience with active tracking and data collection, decision trees allow you to always be caught up without any manual effort. For example, if a customer can’t self-solve a support question using an FAQ decision tree, the information is automatically passed into a complete transcript for a support agent or team member to address. You can even share this transcripted customer info with any CRM tool that your company uses (Salesforce, Zendesk, etc.) to save time importing and sharing.

3. Finding answers faster.

Did we mention that saving time also relates to finding the information you need quickly? For customers in any industry, easy access is key. Interactive decision trees allow you to surface what customers need at a particular time, effectively cutting back on time otherwise spent searching around for the right answer. Introducing guided trees directly into an online site or eCommerce store is a proven way to enhance the customer’s journey from product/service discovery to final purchase. Allowing end-users online to quickly navigate to what they need improves the customer experience and helps to promote even more sales.

4. Collecting data securely.

Being able to collect customer information and other critical data in a secure way online is everything these days. With so many new rules and regulations surrounding data privacy, interactive decision trees remain a perfectly streamlined and secure way to collect and analyze data. Decision trees provide an easier, faster way to get information directly from customers, using data entry forms, feedback, and other methods of tracking. With integrations that make it possible to collect information and validate it all at once (for email, phone, and USPS address), our decision trees are a safe and simple option for gathering pertinent customer stats.

5. Generating powerful reports.

We’re firm believers in following the numbers; when a process is actually simplified and optimized, you can take notice using performance data. A full Analytics & Reports section in our decision tree toolkit makes it possible to generate actionable, value-driven reports on critical areas. In these various reports, you’ll be able to see the effectiveness of your decision trees and quickly locate common issues, making products and services even better over time.

With accurate analytics on-hand, you can see exactly how decision trees are being used and where areas of improvement may lie, so you can continuously optimize to save even more time. Other important reports include:

  • Results — measure how effective your decision trees are
  • Session List — see how long end-users are actively using your decision trees
  • Traffic Map (shown above) — view a breakdown of traffic to each part of your decision tree
  • Node Popularity — see the most frequently visited and clicked on nodes of each tree
  • Data Totals — access a full summary of data collected from a decision tree

 

When you implement internal and customer-facing processes that are easy-to-use, understand, and improve upon over time, the time-saving benefits come naturally. Hundreds of companies around the world are already using Zingtree decision trees to save time, money, and other valuable resources while providing a user-friendly platform – even us! Check out our gallery of decision tree examples to see more real-life use cases on how decision trees are the perfect time-saving solution for businesses.