Category Archives: Zendesk

Implementing a System of Proactive Customer Support

Great customer care leads to long-term, happy customers; it’s a proven fact. A large part of providing support these days centers around getting ahead of issues — and effectively solving them — before they can turn into problems.

One way to do this is with a system of proactive customer support. By building and implementing ways to anticipate needs, questions and potential issues ahead of time, you’ll reduce your customer’s effort along with your number of inquiries.

Traditional Support Methods Aren’t Enough

The majority of customers vastly prefer to self-help rather than needing to contact support agents by phone or email. In fact, a recent survey found that 73% of consumers want the ability to solve issues on their own (one-third of those even said they would ‘rather clean a toilet’ than speak with customer service.)

Build a Proactive System that Works

1. Maintain a robust knowledge base and FAQ.

Creating a support knowledge base that provides a fully holistic view of your product or service, along with any other issues that may arise, is the first step to implementing a proactive support system. Beyond establishing a system of best practices for your customer service team, having an easy-to-read and informative FAQ will allow your customers to become experts on your product/service and seek help themselves when needed.

2. Make it easy to contact you. 

At the end of the day, if your customer needs one-on-one help, it should be clear and simple how to reach someone knowledgable. It’s important to provide a clear path of customer contact from anywhere on your website, knowledge base articles and other communications. Whether their preferred route is email, chat or phone support, do your best to assist them via any potential path!

3. Introduce interactive troubleshooters.

Zingtree is a powerful tool for building custom interactive decision tree troubleshooters – these allow users to follow a path of questions and answers leading to a final most-likely solution, and are especially helpful for more technical issues or questions. By enabling your customers to self-help in a hands-on way, you’ll empower them and develop stronger loyalty in the long-term!


With a robust knowledge base of information, easy communication paths and customized troubleshooter decision trees for technical issues, customers will find it simple (and even pleasant!) to find the answers they are seeking.

Start Your Free Zingtree Trial!

Zendesk Agent Scripting App – Version 6

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Update: Version 12 is now available. Learn more and install it from here.

Zendesk continues to surge in popularity, and we’re finding that a lot of our customers are using it, especially for Call Center agent scripts.  Over the past weeks, we’ve had a lot of great conversations with our clients using Zendesk, and have come up with a big update to our Agent Scripting solution!

Update: Watch this 3 minute video to see the Zendesk Agent Scripting App in action:

Here’s an example of what you’ll see in the right side of Zendesk when opening a ticket.

New and Notable in Version 6:

    • We’ve included Agent Feedback (the orange chat bubble) – now, an agent can send notes to the Authors of the tree from any node – this feedback loop helps authors continually improve the tree scripts.

 

    • You can now have multiple scripts run from within the app.  First, you’ll need to set up Zendesk Brands. When a ticket is opened or the brand changes, the app locates a tree associated with that brand (h/t Dave T).

 

    • There is no more custom field needed – this was causing an extra “Zingtree Agent Scripting” field to appear in mobile ticket forms (h/t Emanuela).

 

  • All the latest publishing features are present in the app, including Scoring nodes.


Installing the Zendesk Agent Scripting App:

  1. Download the app from here.
  2. In your Zendesk Admin, go to Apps, Manage, and click Upload Private App.
  3. Enter a name for the App, like “Agent Scripting.”
  4. Click Choose File, and locate the file you downloaded in step 1.
  5. Click the Upload button.
  6. The App Settings screen will appear.
  7. Enter the Tree ID of the script you want to appear by default.
  8. If you want the tree to display in Panels style, check Display in Panel style. Otherwise, the tree will display in Buttons style.
  9. Optional: To take advantage of having the Agent Scripting App choose a tree according to brand, check Open script based upon Brand. Then, enter your API Key located in Zingtree, under Account, Organizations and Billing at the bottom of the page.
  10. Click Install.

Making Trees Trigger According to Zendesk Brand:

Using Zingtree’s Tree Tags, your App can select the tree that corresponds to the current Brand in use on a Zendesk ticket. Switching Brands will also switch the tree script displayed. Here’s how to set this up:

  1. In Zendesk Admin, go to Manage Brands, and locate the subdomain of the brand.  For example,  if the brand is listed as myproduct.zendesk.com, the subdomain is myproduct.
  2. In Zingtree, go to the Settings tool for your tree, and add the Zendesk subdomain as a Tree Tag.

Bonus: Insert Agent Name into Your Script

Many call center scripts start with something like “Hello, this is ______” .  You can automatically insert the name of the agent into your script simply by adding #agent# anywhere you want the agent name to appear.

Any questions? Please reach out to us any time!

Zendesk Chat (Zopim) Decision Tree Front-End

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Beyond using Zingtree decision trees, one of the best things you can do to ensure a positive customer experience is to integrate a live chat system like Zendesk Chat (formerly Zopim). Live chat is convenient for customers, and a time and resource-saver for companies. In fact, in a survey conducted by Forrester, 44% of respondents said that having a live person answer their questions was one of the most important features a website could offer.

To make live chat even more valuable, and excellent customer support more easily achievable, we updated our software to allow Zingtree to open a Zendesk Chat session, gather information from your clients before the chat session begins, and include a transcript of the Zingtree session as a part of the chat.

Here’s the end-result:

View our Zingtree + Zendesk Chat demo.

Requirements:

  • Your tree must be embedded on your site.
  • You need to have a Zendesk Chat client in place on the page that contains your tree.

How to open a Zopim chat session, and include the current Zingtree transcript:

  1. Go to Overview.
  2. Edit the node you want to trigger the chat, and  set the Parent Action to Zopim: New: #session#
  3. On the hosting page, include this script before the </body> tag:
    <script src="//zingtree.com/api/chat/zopim.js"></script>

That’s it!

Source Code:

You can examine the Zendesk Chat Demo tree from the Gallery.

Update: Zingtree Chat Integrations

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Zingtree has always been a great front-end for email support, but why not chat? For any organizations doing live support via chat, Zingtree can be a great time-saver. Not only can customers find answers to their problems before going to chat, but if they open chat, a Zingtree transcript can be delivered along with the first message, which saves the support agent time and avoids asking repetitive questions.

Zingtree can also collect info via data entry forms, and then deliver it to the chat box, which will save your team even more time. Our Contact Us page uses this method.

This update has chat integrations for:

Is there another chat system you’d like to see supported? Chat or email us now!

P.S. Thanks to Grégory for this idea!

Zendesk Agent Scripting Update: Improvements for Inbound Callers

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We’re continuing to see traction in our call center business, especially among Zendesk clients. We recently had to find a way to keep the questions and answers tracked by Zingtree associated with a NEW ticket.  Zendesk didn’t have a way to permanently attach an identifier to a ticket so we could link the session data to it, so we had to create our own solution. This is especially handy for organizations that have inbound calls, or have agents create new tickets within Zendesk.

Version 5 of the Zendesk Agent Scripting app can be downloaded here.

Please note: If you’re migrating from Agent Scripting version 4, the state of each session will revert to the top of the tree.  So, if you’re happily using version 4, we recommend NOT upgrading to version 5.

 

Zendesk Agent Scripting App – Updated Version 4

1428079854_thumb.pngWe’re getting a lot of interest from Zendesk customers with Live Support and Call Center needs, so we’ve taken the past week to update our Zendesk Agent Scripting App to Version 4.  The latest version can be downloaded from here.

Here’s what’s new:

1. Panels View.  You can now display your trees in traditional “buttons” view, or have each clickable choice appear on a separate line in text, as shown here:

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To set this up, there’s a new setting called “Display in Panels Style” (duh).

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2. Tracking of tree nodes is improved, especially when the “back” or “reset” buttons are clicked.

3. Demo mode: Using the Agent Scripting app now uses your free allotment of Agent Credits while you are testing. In most cases, this will give you a longer trial period.

If you have additional feedback for our Zendesk app, then please reach out and let us know. In the meantime, be sure to find us on LinkedIn for questions and discussions from users like you.

Agent Scripting Press Release

We’re proud to announce that we’ve “officially” launched our Agent Scripting for call centers. And you know what that means? Press release time! It’s up and out in the world, and you can read all the details and get the gist under the cut. Also, we’d love to get in touch if you write a blog or enjoy writing about customer service, call center technology, or awesome new companies in our industry. Please reach out to us over here!

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Zendesk® Agent Scripting App Certified

 We’re proud to announce that our Agent Scripting App for Zendesk has been approved in their marketplace!

If you’re running a live support team or call center, and you use Zendesk Zingtree makes it easy to have interactive custom scripts for each customer to help guide your agents through superior customer service. Plus, we’ve added a few integration points specific to Zendesk as well to make sure that you’re getting the most from your structure and reporting:

  • Persistent Sessions: If an agent closes a ticket, and opens it again, the Zingtree will reappear in the same state as it was previously, with the history intact. This is also true if another agent opens the ticket.
  • Back & Reset: The Back button removes the last item from the History. The Reset button deletes the entire history, and returns to the top of the tree in case you need to start over.
  • Zendesk Tagging: Add a tag to any node using the Zingtree Edit Node tool. When that node is opened in Zendesk, the tag gets copied to the Zendesk tags for the current ticket. Likewise, if the Back or Reset buttons are pressed, the tag is removed.
  • Customizable: Use a custom CSS file to override the default look and feel of your trees within Zendesk. Zingtree uses Bootstrap 3, so any Bootstrap 3 compatible CSS theme can be used or modified.
  • Valuable Reporting: Watch the step-by-step history of each agent interaction. See which Agents or which Nodes are taking the most time.
  • Automatic Agent Detection: The Zingtree Agent Scripting App automatically determines which agent started each session, so there’s no setup or provisioning needed for getting good agent-centric reporting.

Learn more about using Zingtree for live Call Center scripting here.

 

Zendesk Agent Scripting App by Zingtree

If you want to have a Zingtree ready-to-use inside of Zendesk, we have a Zendesk App for you: The Zingtree Agent Scripting App. This is extremely handy for companies that offer chat or telephone support, as it allows an agent to have a live, standardized script to follow when helping the customer.

The Zingtree Agent Scripting App appears in the right hand panel of Zendesk, like this:

 

 

 

Your agent can read the prompts, and follow the script. The history of the Agent’s interaction is automatically saved. If you click the + icon next to History, you can see the previous steps taken by the agent and customer.

 

 

Some handy features:

  • The Zingtree session is attached to the ticket. So if an agent closes a ticket, and opens it again, the Zingtree will reappear in the same state as it was previously, with the history intact. This is also true if another agent opens the ticket.
  • The Back button removes the last item from the History.
  • The Reset button deletes the entire history, and returns to the top of the tree in case you need to start over.

Ready to try it? Read the installation instructions from the Zingtree FAQ.

Sample for Integrating Zingtree and Zendesk

To make it even easier to integrate Zingtree with Zendesk, we’ve added a sample project to the Zingtree gallery that shows how it’s done. As with all gallery projects, you can examine how it’s build, and copy this tree to your own Zingtree account.

The sample Zingtree Zendesk integration tree is here.

The Zingtree FAQ with instructions on how to do the full integration is here.

When you’re all done, each Zingtree session that sprouts a support ticket is viewable in the right hand panel of Zendesk like this: