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.
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:
- Gathering information before answering technical questions
- Generating internal reports on data and performance
- Scheduling appointments and product demos (see below)
- Providing self-service customer support and product information (see below)
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.
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:
- Generating a document from a node based on specific answers to questions.
- Sending an email directly from a decision tree that includes a session transcript, images, formatted text, and other attachments needed.
- Routing and filtering customers to the right department, website page, or section of your knowledge base.
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!