Zingtree Tags: customer support tool

Clever Ways to Make Customer Support Less Annoying

As business owners, brand managers, and people with an investment in the companies that we work for, it’s sometimes hard to think about our customer service as being ineffective or annoying to customers. It seems that long gone are the days of formality and robotic phone tree interactions – customers today have different expectations for what customer service should be that involve more personalization and better access.

If you’ve noticed that your customer support strategy is lacking or slowly falling behind expectations, you’re certainly not alone. In fact, one of the reasons we even started Zingtree was to find a solution to our customer service annoyances. As we navigate the changing environment of customer service, it’s important to address the most widely recognized sources of ineffective support, playing on the habits and preferences of the largest groups of customers today.

We’re taking a look at some of the most common problems that many businesses face when addressing customer service expectations, offering solutions that won’t put a big dent in your budget.

Problem: Customers hate talking on the phone.

Solution: Offer online support options that are actually helpful.

While customers in many generational groups still like to hop on the phone and give you a call to sort things out, the number of people who don’t want to talk on the phone with customer service is rapidly growing. Millennials dominate this group at the time, with a fairly resounding trait of hating to talk on the phone. Additionally, McKinsey reports that 86% of B2B executives prefer using self-service tools for reordering, over talking to a sales representative.

With the vast majority of customers today going online to find answers and more, it’s imperative that you have information ready to go at any notice. Decision trees are one such platform that makes it spectacularly simple to offer self-service support options online, including FAQs, interactive tutorials, and more.

Problem: Customers use their mobile devices more than computers.

Solution: Make sure your most important information is mobile-friendly.

It should be no surprise that customers in many demographic groups today expect a mobile experience to be available, anytime and anyplace. For B2B and B2C businesses operating online, a mobile-friendly website with full support is no longer a “nice-to-have.” Seamless customer service across all platforms with a mobile-responsive design is simply what customers expect!

According to WOW Local Marketing, 52% of customers are less likely to engage with the company because of a bad mobile experience. We’ve made it a special priority to build our decision tree tool to be entirely mobile-friendly, so every interactive troubleshooter, user guide, or FAQ is fun to use on any smartphone or tablet.

Problem: Customers expect experiences to be engaging and easy to access.

Solution: Implement a support strategy that operates interactively.

If your website and support pages are still displayed on a clunky design from the 2000s, you’re not doing enough for your customers. The moment that someone lands on your site to get some support and something about the platform, design, or process doesn’t appeal to them, they’re far more likely to just close the browser tab. In 2018 and beyond, customers have a clear expectation for online support experiences that are easy to find, navigate, and that ultimately answer their questions.

In fact, about 50% of customers think it’s important to solve product or service issues themselves and an enormous 70% expect a company’s website to include a self-service application – this is the new standard for support. At Zingtree, we aimed to create a support tool that’s as easy to access as it is engaging to use, with fully guided support experiences that help customers find the solutions they are looking for in an interactive format.

Problem: Customers have specific expectations for support agents.

Solution: Identify what those expectations are and optimize to meet them.

Have you ever been on a call with a support rep and felt unheard, annoyed, or like you didn’t quite get the answers you were looking for? Along with evolving needs and expectations for how to get support in more friendly and accessible ways, those customers who interact with customers support agents hold serious expectations for how they should be providing service. Among these expectations are that support agents should: already have the customer’s key information on-hand, have access to previous communications, and have some level of personalization.

Separate from customer-facing decision trees, Zingtree’s interactive and online platform is also perfectly suited for agents to use in their interactions with customers. With interactive call scripts that integrate directly with CRM tools, it’s easy to track performance, make adjustments to calls, and optimize along the way to build the most perfect experience possible.

With our powerful, flexible, and fully-interactive decision tree platform for customer support, your customers in every demographic will have their customer support expectations met – even exceeded! Below, take a look at a few of our decision tree examples for customer support that can help you get on your customers’ good side.

 

 

View more decision tree examples for customer support here

Ready to optimize your entire customer support strategy with decision trees? Sign up for a free trial today, or get in touch with our leadership team to talk shop. 

Prepare Your Support Call Center for the Holiday Rush with Zingtree

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The most chaotic season of the year is quickly approaching, and it’s more important than ever to prepare your call center staff for the impending holiday craziness. Beyond having helpful, well-trained agents at the ready, it’s smart to adopt technology to handle inquiries and get agents online faster.

Zingtree interactive decision trees and call center scripts are one way to avoid the headache of customer service disarray during the peak periods of November and December. With customers self-solving using customized decision trees and agents being guided with interactive scripts, your support team will have a happy holiday season instead of a hectic one.

Decision Trees for Customer Support

Happy customers lead to happy agent staff, and vice versa. Zingtree is an amazing tool for any customer support team, as it allows you to create custom troubleshooters to take customers, or agents, through the support flow step-by-step.

Organizations that deploy Zingtree troubleshooters have seen a 20% reduction in support costs on average. Customers are gently guided to answers, and, if a problem can’t be solved, your agents receive background information on the problem, saving time and resources. With no programming required, Zingtree decision trees and troubleshooters make it easy to build each step of the process so no important information is left behind.

With design customization and plugins to fit your integration needs, Zingtree can help you ramp up your support this season.

Agent Scripting Solutions

High-tech solutions can also empower your live support agents to be efficient and effective when communicating with customers. Agent Scripting is a robust tool for any company offering chat or phone support.

Scripts are easy to build using Zingtree’s tools, you’ll effectively reduce time and resources spent on holiday support. With powerful tracking and analytics, Zingtree agent scripts help companies collect useful data that can even be used to prepare for the holidays next year – we even have a direct integration with popular customer service platform, Zendesk!

Learn More

Remember – the holidays can be stressful, but with proper preparation for your call centers and support staff, you’ll make the load just a little bit lighter, and the season just a little more jolly!

Visit Zingtree.com to get started free for 30 days, and see how Zingtree will save you time and money.

This article was originally published in November 2015 and has been updated for accuracy. 

New! Customize Your Decision Tree with Zingtree Themes

We’ve always believed in custom decision trees. It’s important to build question-and-answer style troubleshooters and FAQs as seamless extensions of your brand to not only solve customer problems, but also to make people feel more happy with your company’s identity.

While we’ve always offered ways to add your own custom CSS for personalization, we’re excited to launch a new feature that helps guide you through with a live preview. With our new Zingtree Themes, you can mix and match colors and navigation styles to create your perfect decision tree.

Here’s how to get started: 

1. Login to your Zingtree account, select the decision tree you wish to customize and then go to its Settings page.

2. Locate the Theme / CSS Customization section at the right of the page and select to Pick a Theme.

3. You’ll be presented with a live preview of your style choices within a decision tree. At the top of the window, you’ll see options for Theme (colors) and Style to try out.

4. For now, you can select a range of classic colors and pair it with your ideal navigation style – buttons or panels. For this example, we’ve chosen “Moonlight” grey with the Panels style.

5. Upon selecting either option, you’ll automatically be able to see a live preview of your customizations in the display window. Once you’ve found the perfect match, just click Save!

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6. Once Saved, your selected theme will appear in the CSS file window of your Settings page.

For those who prefer an alternate way, you can still upload a custom CSS file or download our simple CSS file to modify in order to customize the colors, node styles, icons and more that appear.

Ready to get started? Log in or sign up for a Zingtree account today!

How to Get Great Data: Framing Quantitative Questions

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Services like Zingtree offer powerful, interactive tools for gathering data, but the programming behind the system you build with those tools is only half of what you need.

It takes an extremely well-thought-out and well-written flow of questions in order to gather great data correctly. How you write the questions presented in your decision tree or survey directly affects the data you receive, including its accurateness and effectiveness.

About Quantitative Questions

Decision tree questions that take a quantitative approach are;

  • Completely closed-ended
  • Generally very simple to select an answer for
  • Ideal if you are looking to collect hard stats or data in numbers

Do your customers think the product/service you offer is amazing, or just alright? Would they like it more if you charged less, or offered something additional? Quantitative questions will garner answers that provide you with objective data to make your business even better.

Zingtree also includes a distinctive scoring functionality, so you can build a sophisticated system that assigns numeric values to corresponding answer selections that you’ve predetermined — this allows for quick measurement and objective comparison.

Structuring Quantitative Questions

Quantitative questions follow a fairly standard format, typically starting with a “how” or “what” in order to gather information. Some very common ways to begin structuring your questions include:

  • What is/are…?
  • How many/much…?
  • What percentage…?
  • How often…?
  • To what extent…?

Because Zingtree allows users to select only ONE answer to move forward in a decision tree, you’ll need to be aware of every potential answer to include and gather the most accurate data.

When in doubt, take advantage of comments to gather feedback from your customers on which answers they would have selected, if given the option — this will allow you to continually optimize your decision trees to gather the best data possible.


 

Strategically constructing your decision trees and writing out your questions, answers and final solution paths according to standard quantitative framing will make things easier for you and your end-users. Customers will be able to understand and navigate more clearly to provide better answers, and you’ll gather amazing data from your key users!

Ready to change your business? Get started on your first decision tree.

New! REST API for Decision Tree Sessions

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An important piece of any web application is to be able to connect to other systems. And, while we’ve had a basic API in place for a while, we’ve received requests to make it more standard. So, today we’re happy to announce the release of our REST API and PHP wrapper!

REST is a common standard for applications to exchange information. Ours works like all the other popular systems, and is easy to implement.

Using our API, you can retrieve:

  • Session data, and a full transcript of what occurred during the session.
  • Form field entries during a session.

Go here to see the Zingtree REST API reference, with examples.

And thanks to “Red Ben” for his helpful feedback during the process!

 

How to Use Zingtree’s Gallery to Build a Decision Tree

We created the Zingtree Gallery with you in mind, making it simple to generate powerful decision trees to fit your needs. In the online Gallery, you’ll find a helpful selection of pre-made Trees that can be explored, copied and customized for any project.

The existing decision trees in the Zingtree Gallery have all been created by other Zingtree authors, and are free to use for inspiration or duplication. You’ll find robust, pre-made decision trees spanning many key areas, including Customer Support / Troubleshooting, Call Centers, Training, Medical, and more.

All of the trees found in our online Gallery are free to view, export, or embed into your own website. You can even view live usage statistics and graphs, or submit your own generated Tree to help others!

Follow these instructions to copy and use a gallery tree:

  1. Head to the Gallery and select the decision tree you’d like to use.
  2. Choose to Play the demo to see a live preview, Examine to explore reporting, editing and design tools, or Copy to create a duplicate for your personal account.
  3. After Copying your decision tree of choice, rename it and add an appropriate description.
  4. Manage your new Tree from “My Trees” on the Zingtree website, where you can edit, preview and more!

Visit the Zingtree Gallery to get started, or contact us with any questions!