Call centers are constantly changing and adapting to fit the growing needs of customers, and – surprise – those changing demands and expectations are more dynamic than ever. When we’re looking at the overall landscape of call centers and support teams putting in the time with these customers, it’s always important to identify trends and patterns that help us shape our strategies.
Call Center Predictions from the Pros
In a recent Call Centre Helper article, their panel of experts has published their call center predictions for 2019, ultimately defining how they believe the industry will evolve this year. Among 23 fantastic pieces of insight for any size of call center or support team, we pulled out 7 of our favorites.
1. Organisations Will Realise That Mobile Is the Channel of Choice
The lowest hanging fruit for self-service for 2019 planning is to make sure that you’ve optimised your mobile app, and mobile-friendly website, for quick responses to common customer questions and issues. – Chris Bauserman at NICE inContact
2. Customer Feedback Will Be Used More to Improve Experiences
By capturing what customers want to achieve, smart VoC initiatives can inform customer experience re-engineering to address 100% of customer needs, whether they’re engaging digitally or through the contact centre.
4. Technology Choices Will Be Made in Light of the Overall Experience
Customers will become increasingly frustrated with the lack of human interaction and a fractured customer journey as businesses struggle to tie channels together. Customers expect to seamlessly switch from self-service options on web and mobile to chat, email or phone. – Kris McKenzie at Calabrio
In 2019 contact centres will be offering more to meet consumer expectations by joining up multiple channels – from voice to website to messaging app. We’ll be joining up systems and working smarter to provide faster, user-friendly services that engage with customers better. – Ken Reid at Rostrvm Solutions
6. Contact Centres Will Extend Digital Transformations to the Back Office
There will be a new focus on constructing an organisational core where automation, reporting, analytics, workflow, real-time analysis and integration with other systems will change the way work gets completed. – Nick Emblem at Business Systems
7. Identifying and Retaining Unhappy Customers Will Become a Priority
Of course, there will be cases when an unhappy customer becomes frustrated that an organisation has been unable to resolve their issue. But through predictive behavioural routing, unhappy customers can be routed to the employee or channel best equipped to handle their personality style, resulting in more productive and positive outcomes. – Ed Creasey at NICE
How to Set up Your Call Center or Support Team for Success
This year, it’s more important than ever to stay on top of what customers expect from their customer service interactions and support engagements. For the vast majority of consumers, how these interactions are handled can improve or diminish how your customer service efforts are perceived.
Zingtree decision trees are one such tool that was specifically designed to improve the customer experience, reduce support tickets, and enhance agent-to-customer communications. It’s a fully interactive, completely customized, mobile-friendly decision trees to guide customers through a setup process, troubleshooting, returns, and more. Zingtree helps bridge the gap between what customers want from a personalized support experience and what businesses can easily provide with limited resources. In short: decision trees help build better call centers and support efforts!
Want to see more about how Zingtree helps call centers and support teams around the world to keep up with (and stay ahead of) trends in customer service? Contact us to learn more or get started today!
Customer service can be particularly demanding during the holiday season. From November all the way through the New Year, businesses selling goods and services to consumers see a dramatic uptick in the number of people requesting help. A typically busy time of year for most people out there, these raised stress levels can directly translate into how the customer experience is perceived.
In addition to this, many customer service agents and other company reps are feeling that same stress, both from those they are serving and their own holiday experiences. So, what can we do to offer the same exceptional customer service and support during these particularly anxiety and stress-inducing times? The best place to begin is always to streamline, scale, and focus on self-service.
Tips for Handling Holiday Customer Support
In a recent blog post from Intercom, the team offers up some tips and best practices for dealing with customers during the holidays so everyone stays happy! Here are a few of our favorite tips from the article:
1. Automatically answer common holiday questions
Chatbots let you deliver fast answers 24/7 to the questions your customers are asking frequently – the ones that might be preventing them from making a purchase. For instance, studies have shown that shipping and delivery time influences 87% of shoppers’ purchase decision
2. Proactively help customers on pages where they experience friction, like the Checkout page
A study of more than 18 million eCommerce sessions found that nearly 74% of US online shopping carts were abandoned last holiday season. One of the best ways to help customers complete their order is by triggering a targeted, proactive message on the Checkout page, including the option to chat live with your support team.
3. Empower customers to resolve their own holiday issues with self-service
Today’s customers overwhelmingly prefer self-service. In turn, this lets you reduce time spent on simple issues and improve your holiday bottom line. For a B2C business, the cost of a self-service transaction can be measured in pennies, while the average cost of a live service interaction (phone, email or web chat) totals more than $7.
How to Get Set Up with Self-Service Holiday Support
Our friends at Zendesk provide the most succinct response to why self-service is so important during the holiday season, stating that “offering self-service is the new baseline for customer service and it’s also a key predictor of how effectively you’ll be able to contain costs as your business grows.” Additionally, “more than 20% of agent time is spent looking for info, but having a good knowledge base of content can aid agents with the information they need to better serve customers.”
With Zingtree, the process of creating, customizing, and hosting self-service support options for your customers and agent scripts during the holidays (and beyond) is incredibly easy.
Self-Service Decision Trees:
Pairing your existing FAQ and live chat with interactive decision trees is the best way to cover customer service during the holidays. By anticipating questions ahead of time and building a simple how-to or troubleshooter, you can help solve seasonal problems without the back-and-forth.
By preparing support agents with tried-and-tested interactive scripts and giving them the confidence to make judgment calls, every rep will be ready to address any customer concern, question, and issue during the holiday season with ease. Plus, Zingtree scripts link directly with Zendesk, Freshdesk, and other CRM platforms, so you can easily share session data to improve the customer service process.
If you’re running live support or a contact center with Freshdesk, you’ll want to use the latest Zingtree Freshdesk app for Agent Scripting. This update supports the new Freshdesk Mint interface and helps guide live agents to solve problems and follow processes.
With a single button click, your decision trees appear like this in Freshdesk:
Install this custom app from the Freshdesk App Marketplace as follows:
Go to your Freshdesk Admin, and click on Apps (under Helpdesk productivity).
Click Get More Apps.
Search for “Agent Scripting”, and click the Zingtree App.
Freshdesk may take up to 30 minutes for your app to be available.
Configure your App
There are two settings for your app:
The tree ID of the tree you want to appear first (required). The default just shows all the data variables passed into Zingtree.
An option to send data from your Freshdesk ticket to Zingtree. If you enable this, you’ll be able to show information from the ticket in your decision tree or do automatic branching using Logic Nodes.
Using the Agent Scripting App
When viewing a ticket, click the Zingtree button at the top:
The decision tree you configured will appear:
Zingtree decision trees are easy for anyone to use immediately. But there are a couple of bonuses under the hood you will appreciate:
Pause and Resume: When you reload a ticket and click the app button, the decision tree will return to the last place visited. In addition, you can click the History link to see what transpired previously. This is really helpful if a call is dropped, or if a ticket is transferred to a new agent.
Agent Feedback: At the bottom right, you’ll see the Agent Feedback button:
Your agents can click this to send comments back to the authors of the tree. This is a great way to continue to improve your knowledge base, and also involve your agents in the publishing process.
The opinion that your customers hold of your company, its employees, and its goods and services, has a direct and profound impact on the long-term health of your business. Simply put, if your customers aren’t happy, you need to make some drastic changes before it digs your company into a hole you can’t get back out of.
Customer Satisfaction also plays a huge role in how many other customer service metrics are measured; this includes First Contact Resolution (FCR), the percentage of reported issues or support tickets that are resolved on the very first interaction with the customer. However, it’s important to have an understanding of the connection between the two metrics in order to effectively track and improve over time.
In a recent article from ICMI, the author discusses how FCR is measured, why it’s so critical, and how customer satisfaction is a key driver in promoting a better FCR. With this information under your belt and the right tools to help you tackle it all, you can more actively take the steps you need to start tracking and improving these important metrics. Here’s just a segment of the article:
For a contact center, FCR is the percentage of contacts that are resolved on the first interaction with the customer. For live calls or web chats, this means that the customer’s issue is resolved before they hang up the phone or end the chat session. Calls or chats that require a customer callback or are escalated to another source of support do not qualify for first contact resolution. For emails and web submitted tickets, which now account for a significant percentage of all customer contacts, the de facto standard emerging in the industry is that resolution within one business hour of receiving a customer email or web ticket counts as FCR.
FCR is typically measured in one of two ways:
1. The agent checks a box on the trouble ticket at the conclusion of the call or chat session to indicate if the interaction was successfully concluded on the initial contact.
2. Customers are asked in follow-up customer satisfaction surveys whether their call or chat was resolved and concluded on the initial contact with the service desk.
The first method requires periodic audits to ensure that agents are accurately reporting FCR on the tickets they handle. This is done by reviewing a representative sample of tickets each month to determine if the tickets designated FCR by an agent are, in fact, being resolved on the first contact with the customer. Neither method of measuring FCR is perfect, but it is one of the most important KPIs to track and trend.
Why It’s Important
A high FCR is almost always associated with high levels of customer satisfaction. FCR is a measure of how effectively your contact center conducts its business and is a function of many factors, including the complexity and types of transactions handled, the experience of your agents, the quality of agent training, and tools such as knowledge management and remote control. The metric is most often measured monthly because a monthly timeframe is long enough to provide statistical significance. But it can also be measured annually, weekly, daily, or even hourly.
The figure below shows the relationship between FCR and customer satisfaction for a representative cross-section of service desks worldwide. This strong cause-and-effect relationship should come as no surprise. As stated above, we all want closure on the first contact with our service providers!
Key Drivers of FCR
As shown above, FCR is a key driver—in fact, the most important driver—of customer satisfaction. But what drives FCR? If a contact center wants to improve FCR, how would they go about doing it? If we go back to our cause-and-effect diagram for service desk KPIs, we can see that agent training hours are the biggest driver of FCR.
Here at Zingtree, one of our primary areas of focus is to provide a platform where customers can help themselves with self-service support, helping to improve first contact resolution and, ultimately, customer satisfaction. Additionally, with standardized and perfected agent scripts in place, agents and representatives can quickly match customers to the right solution through an interactive guide, making it much more simple to improve these key metrics over time.
For more on using decision trees to improve call centers:
Update August 2018: You can now include History or Breadcrumbs in embedded trees.
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? Come and discover Zingtree’s two contextual publishing options: History and Breadcrumbs.
History allows you to see every step you took while using the tree:
Breadcrumbs show 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.
How to Add History or Breadcrumbs
The Publishing Links tool makes it easy to add History or Breadcrumbs to your published trees. This works for both Hosted and Embedded trees.
Go to the Publishing Links tool.
Click Advanced Hosting Options underneath Hosted or Embedded.
Select Show History or Show Breadcrumbs from the Path Options:
Use the URL or embed code provided to add the option to your published tree.
Advanced Stuff: Modifying URLs Directly
You can also modify the URL for your published trees to add history or breadcrumbs.
For hosted trees:
Add &show_history=1 or &show_breadcrumbs=1 to the URL for the tree.
For embedded trees:
Add &embed_history=1 or &embed_breadcrumbs=1 to the iFrame URL.
BPO (Business Process Outsourcing) is an industry experiencing rapid growth, with predictions that it’ll reach $3 billion in the next few years. Rather than host a call center in-house, a BPO can take over many tasks for larger organizations, at a fraction of the cost. BPO’s allow for organizations with call centers to be more flexible, available, and more.
While there are many advantages for businesses, a BPO call center needs to perform a few key functions, like fast onboarding, agent monitoring, and data measuring, in order to truly be effective. BPO call centers using Zingtree experience the benefit of rapid training and onboarding of new agents, a consistent customer experience, active performance tracking, and analytics and reports that help to identify success and failure points. But, what else should an outsourced call center be keeping in mind?
A recent article from Call Centre Helper dives into the four critical measurements that should be monitored and analyzed consistently in order to determine the effectiveness of a BPO call center.
1. Service Level
As any contact center manager knows, service level is a metric composed of a pair of numbers: a percentage value and a time value in seconds. While many BPOs adopt an 80/20 service level (as somewhat of an industry standard), a Folono post on finding the right service level suggests that management should think otherwise.
2. Agent Turnover
Statistics show agent attrition rates can be as high as 20–30% annually. While the outsourced contact center can reduce agent turnover (by virtue of customer service representatives being able to work from home), it’s nonetheless important for managers to keep an eye on attrition rates. Since agents are on the front lines interacting with customers, it’s also important for managers to consider the ways agents will represent the company, motivate other agents, and regularly strive to improve their performance.
Getting agents to address a particular area of weakness (e.g., script compliance, product knowledge, etc.) is one thing. But the question is: How can BPOs motivate agent teams to improve their performance on an ongoing basis? A big part of this comes down to managers growing and supporting the team over time, helping them to cultivate skills, identify and execute professional development opportunities, and more.
4. Process Adherence
Today’s customers are busy and, when they encounter problems, they want them resolved quickly. So what can BPOs do to ensure that agents are handling customer concerns as swiftly and efficiently as possible? It all comes down to process.
When you consider these key success measurements, customers will receive the best experience possible and agents will see marked improvements in performance. Companies and BPO call centers using Zingtree decision trees, agent scripts, and interactive process guides have seen a dramatically positive shift in training, onboarding, performance, and improving key call center metrics.
Ready to get more from your call center BPO? Sign up or log in and build your first interactive call center agent script!
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 toonboard new agents quickly, especially once it relates to outsourcing your call center-related activities. Sales representatives atCrazyCall are certain thata script builder is an amazing toolwhen 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 theyexpress 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.Acall 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 yoursoft 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 yoursales 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 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.
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:
What is the current process?
What doesn’t work about this process?
Do we have supporting data?
What are some things that could make the process better?
Are there tools or resources that might help with the resolution?
What have we tried before that has worked?
What have we tried before that hasn’t worked?
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.
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
finding products on eCommerce sites
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.
If you’re a Zendesk user in a Contact Center environment, you’ll want to be using our Zendesk Agent Scripting app. This makes it easy to guide, train and onboard agents and is a huge productivity booster for everyone.
Version 12 gives you the option to show your script directly in the right-hand panel when viewing a ticket, like this:
Or you can use less sidebar space, and make it appear as a button in the right-hand panel:
Click Open Script, and you’ll see your decision tree in a larger pop-over like this:
Pause and Resume
This happens automatically: If another agent picks up a ticket, they return to the last viewed node, and can see each step taken previously by opening the History.
Benefits of the Zendesk Agent Scripting App
Standardization: Show a guided path for each ticket, so that Agents follow the proper operating policies or troubleshooting procedures.
Pause and Resume: If a ticket is transferred, the supervisor or new agent is taken to the last place in the script, and can see the history of the previous steps taken.
Automatic Script Selection: The Agent Scripting App can choose a script based on the Zendesk brand, Zendesk ticket tags, or the value of a custom field.
Agent Feedback: Agents can send feedback directly to the authors of the decision trees with a single button click. Feedback is delivered to each author’s email, and includes the tree ID and node number where the feedback was sent from.
Zendesk Ticket Data in your Scripts: Values in any custom field, the agent name, customer info, as well as Zendesk ticket tags and user tags, are transferred into your script so you can display them, or use these variables to branch via Logic Nodes.
Automatic Ticket Updating: Tags and custom fields in the ticket can be updated from actions in the script – either via buttons clicked in the script, or from data entry collected.
New Features in Version 12
If you’re using version 11 of the Zendesk Agent Scripting app, you may want to upgrade to take advantages of these new benefits:
Option to choose between Sidebar and Popover views
New customer information data variables sent from Zendesk: requester_name and requester_email
New Zendesk Theme to match Zendesk fonts and styling. This gives you a little more real estate for your content, especially in side-panel mode.
If you’re upgrading from version 10, these features are also new:
Toggle to share Zendesk data with Zingtree: Some customers don’t want ticket data shared with Zingtree. There’s now an option to disable data sharing.
Removed “Flash”: Some customers experienced a “flash” when moving from ticket to ticket in pop-over mode. This is now fixed with this update.
This two-minute video shows you how Agents interact with the Agent Scripting App:
Here are the basic steps to get up and running:
Build an interactive decision tree script with Zingtree (or use one of our demos to start).
In Zendesk, click the Admin icon and go to Apps > Manage.
Click Upload Private App.
The Upload App page appears.
Enter “Zingtree Agent Scripting” for the App Name.
For App File, locate the filezingtree-agent-scripting.zip you downloaded in step 1.
Click Upload, then confirm if necessary.
Configuring the App
Once you’ve uploaded the app, click App Configuration to see the configuration screen:
Here’s what each item does:
Tree ID: This is the default tree that appears when agents click “Open Script”. (You should always have a default tree.)
Show Tree in Side Panel: Select this option if you want to display the entire tree in the right-hand sidebar when a ticket is open. Uncheck this to use pop-over mode instead.
Hide Integration Setup Info: When you are setting up Agent Scripting for the first time, you may need some information about your Zendesk setup to take advantage of automatically updating ticket fields. An “Integration Setup Info” link appears by default when you first install the app, and ticking this option hides it.
Match Tree Tags to Zendesk Brand: If this option is checked, the subdomain of the selected brand will be matched to a Zingtree tree tag. Any matching tree or trees will appear. For example, if the brand subdomain is xyz.zendesk.com, any trees tagged as xyz (using the Zingtree Settings tool) will appear.
Match Tree Tags to Zendesk Ticket Tags: If checked, the values in the Zendesk ticket tags will be matched with your Zingtree tree tags (set via the Zingtree Settings tool) to show one or more matching scripts.
Match Tree Tags to values in a Custom field: If you want to use a custom field value to show matching scripts, enter the Zendesk custom field identifier here. The field name can be found using the Integration Setup Info link that first appears in the sidebar when you install the app.
Display Half-Height: In Popover mode, the popup view will cover half the height of the screen. This has no effect when using Sidebar mode.
Don’t share Zendesk Custom Fields with Zingtree: By default, the app sends custom field data from each Zendesk ticket to Zingtree so you can do more powerful automatic branching via logic nodes, as well as echoing customer information (like their name, for example). If your organization has data privacy concerns, you can check this option to disable data sharing.
Zingtree API key: Each organization in Zingtree has an API key, which is used to match scripts. If you’re using one of the tag matching options, this is required. Your API key can be found at zingtree.com under Resources, API.
Data Sent from Zendesk to Zingtree
Unless you select the Don’t share Zendesk Custom Fields with Zingtree configuration option, Zendesk will send the following variables to your Zingtree decision tree:
requester_name – The customer’s full name.
requester_email – The email of the customer.
zendesk_tags – Any tags in the ticket.
agent_tags – Any tags from the agent.
agent – The Agent’s full name.
agent_first_name – The Agent’s first name.
Any custom fields
To display one of these values, just surround the variable name with # characters. So to show the Agent’s first name in your script, enter #agent_first_name# in the content area of any node in your decision tree.
Tip: Add #ALL DATA# to the content area of any node in your own tree to see all the variables sent to your script.
Enabling Automatic Script Selection
Automatic Script Selection works by matching tree tags you set in Zingtree to values in the Brand, Tags, or a custom field in a Zendesk ticket. For example, if a tree is tagged with “astrology”, and the ticket tags include “astrology”, then that tree appears. If several trees match, then they will all appear, and the agent can choose one.
To open a script based on Brand:
Add tags to your trees for each brand you want to match. So if one of your brands is xyz.zendesk.com, use xyz as a tree tag in Zingtree for all the trees you want to show.
Make sure Match Tree Tags to Zendesk Brand is checked in the App Configuration.
To open a script based upon Zendesk ticket tags:
Add tags to your trees for each tag you want to match. So if one of your ticket tag possibilities is “billing”, use billing as a tree tag in Zingtree for all the trees you want to show.
Make sure Match Tree Tags to Zendesk Ticket Tags is checked in the App Configuration.
To open a script based upon a custom field:
Add tags to your trees for each possible custom field value you want to match. So if one of your custom field values is “billing”, use billing as a tree tag in Zingtree for all the trees you want to show.
Make sure the proper Zendesk field variable name is entered for Match Tree Tags to values in a Custom Field in the App Configuration.
Adding tags to a tree in Zingtree is done like this:
Select a tree from My Trees.
Go to the Settings tool.
Click the Tags tab.
Enter or select a tag from the Tree Tags field.
Click Update All Settings.
How to Configure to Update Ticket Fields
As agents navigate through your trees, their use of the decision tree scripts you create can automatically update any custom fields in that ticket. This can be done in two ways:
By clicking a button in a script
By entering data into Zingtree data entry fields.
The key is to use variable names in your Zingtree that match the ones used in Zendesk.
First of all, determine the names of the variables in Zendesk by clicking the Integration Setup Info link in the Agent Scripting app. You’ll see something like this:
You’ll see the label for the field as it appears in Zendesk’s ticket form and the Zendesk variable next to it. In the above example, the Product custom field variable is custom_field_22899289. This is a drop-down selector, and the Zendesk values for the field options are astrology and insurance.
For the rest of this example, we’ll use custom_field_22899289as the custom field variable.
To make a button selection update a custom field, you’ll set it up in your Zingtree as follows:
Go to the Overview tool, and edit the node whose button selections will update the ticket.
Click Edit Buttons (or Add Buttons if you don’t have any buttons defined). The button editor appears:
Make sure Assign Button Click Variable is checked. This makes the other options appear.
For the Button Click Variable, enter your custom field variable from Zendesk (custom_field_22899289 in the example).
For each button option, enter the value of the variable under Score/Value. If this is a drop-down list in your Zendesk ticket, you’ll need to make sure the Score/Value entered matches one of the drop-down option values as shown in the Integration Setup Info.
Click Save Changes when you’re done configuring buttons.
Bonus: Adding Tags via button clicks:
Button clicks can also add tags to a ticket. In the above example, clicking Something Else adds the tag other_tag to the ticket. Just include the tag name with two colons after the button text. So entering a button like Something Else::other_tag will add the tag other_tag to the ticket if this is clicked, but agents will only see Something Else as an option.
Using Zingtree Data Entry Fields to Update Tickets
Just like the above example, you can also use Zingtree for data entry and have that data automatically transferred to your ticket. The key is to use the same variable name in Zingtree as you used in Zendesk. The Integration Setup Info link in the sidebar will give you those Zendesk variable names.
Example: If you have a text entry field in Zingtree you want to update into the Zendesk field custom_field_1234, you would set up the variable name as follows:
Using Zingtree’s Zendesk CSS Theme
For the best user experience, we recommend using the Zendesk Apps theme in your trees that display inside of Zendesk. This will give you more room for your content (since the fonts are smaller), and also match the look and feel of the rest of the Zendesk experience.
Here’s how the theme looks in the two style options:
To include the Zendesk Agent Scripting App theme in your trees, do the following:
In Zingtree, open the Settings tool for your tree.
Click the Display tab.
Choose either Buttons or Panels as the Default Display Style.
Click Pick a Color Theme.
Choose Zendesk Agent Scripting as the theme.
Click Save Theme and Colors.
Click Update Settings.
Try It with Example Data
You can use trees from the Zingtree Gallery to see how the Agent Scripting app works.
This Zendesk Agent Scripting Demo shows how to implement some of the basic integration features. You can install it into your own Zendesk configuration by entering tree ID 350546744 in the App Configuration.
For multiple trees, see how a tree can be selected by tag by doing the following:
In the App Configuration, enter 6a103737e44e4aa6e1e4b6b0bcb46f83 as the API key. Also make sure Match Tree Tags to Zendesk Ticket Tagsis checked.
Try entering one or more of these tags into a ticket: “zingtree”, “astrology”, “pet_rock”.