Monthly Archives: December 2018

Top 7 Decision Tree Examples for Streamlining Your Business

Decision Tree Examples

Decision trees are incredibly versatile and powerful tools for call centers, support teams, eCommerce sites, and so much more. With a vast range of use cases and dynamic features, a well-built decision tree can streamline everyday processes, improve communications, and reduce support tickets, just to name a few!

Because these tools can be used in so many different ways, it can often be difficult to think of a specific use case that makes sense for your needs – that’s where our decision tree examples come into play. With a complete menu of decision trees that have been adapted, customized, and put to the test in real-world scenarios, it’s the best place to take a look at how they can function for any type of business.

Let’s take a look at just a few of our many decision tree examples that you can clone, adjust, and put live for yourself. Want to jump to our full gallery of decision tree examples for just about every industry? Head down to the bottom of this post…

1. How to help customers help themselves with interactive troubleshooters.

Decision Tree Examples

In this decision tree example, you will get the most basic sense of how a decision tree can be used to facilitate better customer support. With a guided format that breaks questions down into easy pieces, customers will be much more comfortable searching for answers.

 

2. How to integrate decision tree tech and data into your favorite CRM tool.

Decision Tree Examples

In this decision tree example, you’ll see how a decision tree can be set up to help showcase certain features or functionalities. With our functional Zendesk Chat demo, you can view exactly how the integration between decision trees and CRMs works.

 

3. How to gather all the right information with a guided customer conversation. 

Decision Tree Examples

In this decision tree example, you will be able to take a close look at how decision trees are used to build fully customized call scripts for sales, customer support, and a variety of other needs, in order to help improve the customer experience.

 

4. How to easily schedule appointments with all of the correct specifications.

Decision Tree Examples

In this decision tree example, you can view exactly how decision trees are used to help make the process of scheduling appointments less of a hassle. You’re able to gather important info and route that customer where they need to go, all through an interactive platform embedded right on your site.

 

5. How to collect and verify important, personal customer data during a call. 

Decision Tree Examples

In this decision tree example, you’ll see how a basic call script works within a guided decision tree format. With Zingtree, you can easily collect and verify customer data like phone number, email, and USPS address to cut down on resources.

 

6. How to generate a full PDF document and send it as an email in just a couple of clicks.

Decision Tree Examples

In this decision tree example, you can get a functional look at how decision tree technology allows you to generate a custom PDF document based on the information gathered, then sending it off via email in one fell swoop.

 

7. How to help your customers find the perfect pair of sunglasses (or any other product for sale).

Decision Tree Examples

In this decision tree example, you can see how a product finder decision tree enables online retail, eCommerce, and other businesses operating online to help customers find exactly what they need in an interactive environment.

 

Want more examples? 

See decision tree examples for customer support.

See decision tree examples for call centers.

See decision tree examples for business processes.

See decision tree examples for retail and eCommerce.

See decision tree examples for sales.

See decision tree examples for medical.

See decision tree examples for insurance.

See decision tree examples for training.

See decision tree examples with logic.

See decision tree examples for generating documents.

See decision tree examples for Zendesk.

See decision tree examples for live chat.

To see all of our decision tree examples in action, visit our complete gallery of trees right here.

Any questions? Please reach out!

Fall 2018 Updates: What’s New & Improved with Zingtree Decision Trees

As always, we prioritize the needs of our customers first. This Fall’s updates include some enhancements to the Agent Portal, new apps for Freshdesk and Salesforce, enhancements to the Task Manager, and more complex expressions in Logic Nodes (Advanced Logic Nodes).

Here’s a complete list of new features we’ve added this Fall:

New Stuff

  • Advanced Logic Nodes
  • Custom Validation Data Entry Field
  • tree_sessions API call now includes duration, last_click_time (Devon V.)
  • Added Webhook, Salesforce App calls to the Event Log (Lasse)
  • Added data variable option in Settings for container_url  (for Jaco P.)
  • New Freshdesk “new ticket” app
  • New Agent Portal options for standard/concise view, show/hide “start again with customer” option (Mathieu)
  • Added Change Password link to Agent Portal.
  • Added Change Password page for Agents in Agent Portal.
  • Added “Reset password on first login” option for adding agents in bulk.
  • Exit Nodes report (Mathieu)
  • Can start Task Manager tasks remotely. (Doug S.)
  • Task Manager – added “Return Later” button (Doug S.)
  • Task Manager remote-start webhook option can now send variables into a task session. (Allie & Heather)
  • Added Salesforce Updater app to Zingtree.
  • Added Google Translate URL parameter option. (Phoebe Y.)
  • If agent logged in via SSO (Single Sign-on) and no source is set, uses SSO login as agent name. (Jay L.)

Updates

  • Opera – double quotes in button text now save properly.
  • Emails to multiple recipients now send as one. (Christian)
  • Email server delivery issues (bounce, reject, spam, etc.) now appear in Event Log at a later date.
  • Document node titles with spaces turn into underscores in PDF file name. (Ryan C.)
  • Added password reset link to agent login.
  • Auto-send email now makes proper newlines from multiline input forms. (Thorsten W.)
  • Spreadsheet import now supports advanced logic nodes.
  • Error messages for SSO not enabled are now better. (Jay L)
  • Added CSV option to Node Popularity, Exit Nodes Report report. (Shay)
  • Exit nodes report now has the option to show exits from the starting tree, even if a subtree was launched.
  • Added an Info button to Agent Portal History to show more details – including data collected. (Tommy G.)
  • Task manager now has a “Task Complete -Return to Tasks” button. (Doug S)
  • Can now include app message as object type to update custom SF objects.
  • Max document nodes increased from 100 to 300. (David M)
  • Document nodes now have a default title if none specified. Blank titles were causing PDF generation to do unpredictable things.
  • google_translate option now includes specifier for specific languages (i.e. &google_translate=fr,es,it,de ).
  • Limits API calls to 6000/day per customer, then throttles.
  • Results report has All Trees option. (Leslie R)
  • Passing session_id in containing URL now reloads state properly for pause & resume. (Tatiane)
  • Emailed Q&A transcripts now use black text (in case of email reader stripping). (Lisa R)
  • Webhook event log now includes tree ID. (Lasse)
  • Event log includes session IDs for webhooks, Emails. (Lasse)
  • Cleaned up error message accessing agent portal options.
  • For embedded trees, container page can send a session ID or merge variables to the tree by adding &session_id= &variables= &values= to the containing page’s URL. (Tatiane)
  • Added Show Session IDs option to session list report.
  • Clean up of Popularity report, Session Details page.
  • Improved Agent Portal Options interface.
  • Document node editor now allows for inserting content from nodes with links in or out. (David M.)
  • Tooltip for agent feedback button now won’t trigger scrollbar. (Katie P.)
  • Inline option for radio buttons.
  • Now substitutes #session# in Slack, other notifications. (Jakob FP)

Fixes

  • Email node editor no longer mislabels next nodes when these were also Email nodes.
  • Adding new elements to Repeating forms no longer shows the same number of elements in ensuing forms on other nodes. (Ryan C)
  • Videos in nodes stop playing when a button is clicked to go to another node. (Matt W.)
  • Tree names with single quotes now are able to be clicked from tree search results.
  • Event log now adds messages with single quotes, sanitizes data. (Mike H.)
  • Undefined variables in advanced logic nodes now evaluate to FALSE, continue to next rule.
  • Advanced Logic nodes load much faster in the node editor.
  • PDF generated document nodes now properly include ##Library: ## inserts. (David M.)
  • If the last node is “Done with customer” in Agent portal, then we no longer save it as the last node visited. (Mathieu)
  • Spreadsheet import now properly saves A/B test nodes.
  • All Tree Stats report properly makes CSV. (Shay C.)
  • Custom logo link now works properly in host.php. (Tyler)
  • Pause & Resume after a search now works properly. (Karen R.)
  • Doc node variable collector goes two levels deep – had too many variables for Ted B.
  • Search form for trees no longer matches titles of non-content nodes. (Lasse)
  • Variables passed from task manager, remote start now get properly set up in Task Manager view. (Doug S)
  • Empty reply-to in auto email sends now properly delivers email. (Cem G)
  • Reordering nodes in Simple Overview when root has changed now works properly. (Nikki H.)
  • Document nodes using nodes with buttons now render properly. (David M.)
  • Logic node comparison strings now remove leading and trailing spaces.
  • Remotely starting tasks now properly sends over merge variables. (Doug S )
  • Updating SF Transcript now better locates Zingtree_Transcript field. (Simon M.)
  • Document node editor now shows variables from all linked trees. (David M.)
  • Salesforce app won’t show an error message if there are no data fields to update. (Simon M.)
  • SSO login page (/sso) with no org_id now goes to the standard login page.
  • Renumber and copy now works when display order has overlaps. (Tyler W)
  • Using process trees no longer kills Zendesk app history.
  • Stock webhooks now appear as an option in Logic Nodes.
  • Logic node editor showed unassigned logic nodes (introduced with advanced logic nodes).
  • Search results now only look in content nodes. (Lasse)
  • Tree Comparison tool with just designer layout changes now gives better results message.
  • All Sessions Report 10x faster, also added session ID column option. (Jay H.)
  • Pop-up overlays no longer always have buttons one per line.
  • Create new Tree showing Buttons style preview now shows two lines of buttons instead of one-per-line.
  • Advanced embedding options gave incorrect JS file for browser-back functionality. (h/t Sofie)
  • Removed feedback button tooltip for Kustomer integration. (Katie P.)
  • Zendesk App brand tag matching doesn’t include unwanted trees.
  • Pause & resume, then going back to the beginning now works as expected.
  • Link node variable substitutions now use form data variables before merge variables. (John K.)
  • Updating root node in designer now properly updates node display.
  • Now retries Mandrill email sends 3x in case of Mandrill 502 gateway or other server errors. (Lasse)
  • Instant Preview in Edit Node no longer makes ugly layout for action buttons, other data entry fields.
  • Edit root node no longer sends it down in Simple Overview display order.
  • Zendesk app was sending variables that started with a digit. Renderer now looks for this, and adds a _ to the variable name if so. (Linda H.)
  • Reloading state with just one node that went to a subtree now works properly.

The Ultimate Online Decision Tree Maker for Any Need

A decision tree maker is the best tool for simplifying complicated processes, including those frequently faced in customer support, technical troubleshooting, sales optimization, training, program enrollment, and communications, to name a few. Presented in a customized, standardized, and completely interactive environment, decision trees have the potential to make a huge impact on the efficiency and effectiveness of any business or organization.

Zingtree is an online decision tree maker that allows you to quickly build, customize and publish interactive decision trees online, and comes fully-loaded with real-time analytics and reports.

How to Use Zingtree’s Decision Tree Maker

Our powerful decision tree maker toolkit allows you to create trees in a few unique ways:

1. Start from Spreadsheets

Easily draft and import any Google Sheets or Excel document into Zingtree and turn it into a decision tree. Once imported, you can enhance using powerful editing tools that offer more decision tree-related functionality than spreadsheets alone.

2. Draw It out With Designer

Designer lets you easily “draw” a decision tree. On a single display, you’ll be able to view and create the nodes and pathways for your decision tree and see exactly how it’ll flow.

Watch the Designer tutorial video here.

3. Quickly Create Using Wizard

Wizard builds a tree through prompts, using a form-based approach. The tool walks you through how to make a decision tree, while you input the questions and answers.

Watch the Wizard tutorial video here.

4. Build From Scratch With Overview

Overview is a form-based option for creating trees node-by-node. The editor has tools for refining to perfection and is ideal for content-rich decision trees.

Watch the Overview tutorial video here.

No matter the method, here’s an example of how your decision tree will look:



 

Tips for Great Decision Trees

Basic decision trees can always get the job done, but with a little bit of added effort, you can gather amazing data, as well as really blend into your company brand or personality.

Need more help getting started? Have a question? Want more tips? We’re always here for you

7 Tips for an Effective, Interactive Knowledge Base

Interactive Knowledge Base

These days, there are quite a few solutions for improving customer service and support in completely digital ways. Customer-friendly knowledge bases are one tried-and-true way to present every bit of important information, tutorials, and how-to’s in a completely categorized display. Your typical, traditional website knowledge base can’t compare to the power and effectiveness of a fully interactive knowledge base, however.

Armed with guided instructions that are compacted into smaller, more digestible pieces, interactive knowledge bases allow customers to quickly troubleshoot, find answers, and solve complex issues, all without calling your business up on the phone. Zingtree enables organizations and businesses of all sizes to create and integrate a customized, easy-to-use, interactive knowledge base into their support system, so every customer gets the answers they need. In fact, we host our own Zingtree FAQ on the Zingtree platform itself!

Here are just a few of our best tips for building the best interactive knowledge base you can.

1. Nail down your categories and main topics first.

Start with an outline of the topics you want to cover, as well as the categories of topics that they belong to. Having this thoroughly laid out before you set in will help you visualize your completed knowledge base, as well as make sure that you’re not missing any key topics, tutorials, or FAQs.

Here’s an example of how we have our own interactive knowledge base set up:

2. Always add a search bar.

The key to having a fully automated, interactive knowledge base is to make it as easy as possible for customers to direct themselves to the correct article or tutorial. Adding a search bar to the top of your knowledge base will prompt any unsure customers to see if they can quickly pull up the answers or information they need. It’s a simple tip, but one that your customers will absolutely appreciate!

3. Start with your favorite tool.

It’s important to work with the decision tree-building tool that works best for you, personally. We offer up a few different ways to get started:

  • Overview: Build your trees from scratch, piece by piece (or rather, node by node).
  • Visual Designer: Draw out every node, connection, and final result in one visual space.
  • Wizard: Quickly create by answering a series of questions and answers that ultimately build the final tree.
  • Spreadsheets: Start creating in Excel or Google Sheets and import for refinement.

4. Word everything carefully and concisely.

Beyond the general advice to keep wording (especially complex wording) to a minimum, it’s important to carefully craft each question, how-to, or other information to be perfectly clear, and never use phrasing that could steer customers down the wrong path. Keeping the decision tree questions and information presented in your interactive knowledge base as simple as possible and structuring them in an easy-to-absorb way is the best way to help customers get the help they need.

5. Use videos and animated GIFs strategically.

Visuals are proven to aid in information retention, plus they are fun to look at and are easy for customers to save to their respective desktops for future use! An interactive knowledge base built with decision trees allow for businesses to embed documentation and/or visual media to help convey information better. Using photos, graphics, and GIFs, and adding relevant videos to your questions is a hugely productive way to communicate instructions within limited space.

Here’s an example GIF that clearly shows how to connect nodes in our Visual Designer:

6. Link to more in-depth information where it’s needed.

There’s a lot to be said about going with a more streamlined, bite-sized approach to your support articles – something that our decision trees help a lot of businesses with. When in doubt, it’s always better to keep things short and to the point while linking out to further information or details when needed. Our decision trees allow you to use what we call “link nodes” to easily open up into a new window.

7. Integrate with CRM systems and other platforms.

One of our best tips for building a great interactive knowledge base is to make sure that it’s all linked up to CRM. Zingtree decision trees integrate directly with Freshdesk, Salesforce, Zendesk, and just about every other CRM out there to make the sharing of information fast and easy. With these integrations in place, support staff will have a much better look at where customers are getting held up, and can quickly send a full decision tree transcript over to their CRM for fast access.


Head over to the Zingtree FAQ to see how we set up our own interactive knowledge base with decision trees, or check out the Gallery to get inspiration for your trees!

Anything else? We’re always here to help you get started, offer advice, and answer any questions.