Zingtree Tags: interactive scripts

Why Your Support Representatives Need Interactive Scripts

Customer service is more than just answering questions and escalating serious issues; it’s a long-term, relationship-building process that requires excellent care and consideration to thrive.

Your agents and representatives are the face (or rather, voice) of your company. By providing them with the right tools to help guide customer conversations, you’ll be able to make sure that every interaction has a productive and positive outcome – Agent Scripts are used to help with exactly this.

Written in the company’s tone of voice and adhering to its own best practices, Agent Scripts make it much easier for support representatives to express information correctly and assist customers in any way. Among other benefits, these scripts allow agents to:

1. Standardize to promote best practices

There’s no need to reinvent the wheel and run the risk of failure in each customer interaction. Once you find your magic formula, stick to it and you’ll find that your support agents are much more effective at delivering consistently great experiences (your customers will take notice, too).

With standardized scripts to guide your team through the interaction, it’s easy to ensure that every support agent will know precisely what to say and when to say it. A natural flow to a conversation is often the best way to make sure a customer is feeling heard and helped!

2. Analyze effectiveness and performance

After implementing a solid, standardized script (or scripts) for use in your business, it’s important to keep up with how well they are doing so you can continue to make the process even better.

With our Agent Scripting tool, you can easily track each agent interaction and each customers’ reason for needing support, as well as access awesome analytics and reports on how your decision tree is being used, in aggregate or by individual agents.

You can also go straight to the source and gather comments from your support agents themselves – this way, the original Author receives actionable feedback that makes it easy to continue to improve upon.

3. Integrate with existing resources

Zingtree integrates directly with many of the popular, useful services that are used by support teams today, including Slack, WordPress, Salesforce, Freshdesk, Zopim, Intercom and more. By linking up your agent scripts to your CRM platform or tool of choice, support representatives can do a whole lot more with the information they’re given.

For CRM integrations, when a customer uses your decision tree and submits a support ticket, your agents will see helpful information in the ticket sidebar. Additionally, the most recent node and buttons clicked during the tree session are always saved with the ticket, so if another agent takes over, previous steps taken are clearly visible.

Curious to see how it all works? Check out this short video:


Ready to improve your customer support efforts? Get started with Zingtree Agent Scripting solutions today!

Adding Call Scripts to Desk.com

salesforce desk call center scripts

Besides being a well designed, elegant, simple-to-use help desk system that is easy to learn and configure, Desk.com is also great for Call Center use – both inbound and outbound – and is a natural platform for launching Interactive Call Center Scripts created with Zingtree.

Using Agent Scripts in Desk.com

Within Desk.com you can load a script from any Case using the Integration Links at the top of the page.

This loads your custom Zingtree Agent Script in a new browser tab.

Cool feature: One of the best things about using Zingtree with Desk.com is that the last viewed page and the history of the interactions with the script are saved with each ticket.  So if a customer calls back, or a call is transferred to another agent, the script will be in the same place as it was left previously.

Please note: This is only available in the Next Gen interface in Desk.com.

How to Set Up Zingtree Call Center Scripts in Desk.com

You will need to create a custom Integration URL within Desk.com as follows:

  1. Create a tree in Zingtree, and note the nine digit Tree ID. (You can use 628045351 as a demo.)
  2. Log into desk.com, or create a free account if you haven’t yet done so.
  3. Go to the Admin dashboard.
  4. Click Cases, Integration URLs.
  5. Enter “Zingtree” as the Name, and select New Browser Window as the Open Location.
  6. Add a URL like this, substituting the Tree ID into both places with #########:
    https://zingtree.com/host.php?style=panels&tree_id=#########&session_id=#########-{{case.id}}&agent_mode=1&show_history=1&source={{case.active_user.name}}

  7. Make sure Enabled is active.
  8. Click Add.


Advanced Uses

Displaying Session History in Case Details

You can use a Standard iFrame Integration URL to show the Q&A History from your script next to the ticket, like this:

You will need to create an iFrame Integration URL. Use this URL (substituting ######### with your Tree ID):

https://zingtree.com/api/get-qa-data.php?nototal=1&session_id=#########-{{case.id}}

This article explains how to set up an iFrame Integration URL.


Inserting Desk.com Fields into Scripts

You can include fields from the Desk.com case into your Zingtree scripts using Merge Variables.  These are added to the Integration URL.

For example, to add the customer’s first name and company, add these parameters to the URL:

&variables=NAME|COMPANY&values={{customer.first_name}}|{{customer.company}}

In your Zingtree scripts, enter #NAME# and #COMPANY# wherever you want the name and company to appear.


Advanced Display Options

When using the Publish tool in Zingtree, go to the Advanced Hosting Options under Have Zingtree Host your Tree. You can experiment with adding different styles and button options to the URL you will use with Desk.com.

IMPORTANT: Be sure to include these options at the end of the URL:

&session_id=#########-{{case.id}}&agent_mode=1&show_history=1&source={{case.active_user.name}}


Automatically Choosing a Script from a Custom Field

You can  make different scripts appear based upon the value of a custom field. The key is to match a Zingtree tree tag with the custom field value. Here’s how to do it:

  1. In Zingtree, tag your trees with the value of the custom field to match.  This article has more on tagging.
  2. Use an integration URL like this:
    http://zingtree.com/host-trees.php?jump=1&key=APIKEY&type=treetag-any&agent_mode=1&show_history=1&search={{case.custom_FIELDNAME}}&source={{case.active_user.name}}&session_id=DESK-SUBDOMAIN-{{case.id}}
  3. Substitute APIKEY with your API Key. (You can find it here.)
  4. Substitute FIELDNAME with the name of your custom field.
  5. Substitute SUBDOMAIN with your Desk.com subdomain.  For example, if you use mysupport.desk.com, use “mysupport” as the subdomain.

 

Zingtree Agent Portal for Contact Centers

blog-howto

Many of our Call Center customers have asked for a simple, standalone way for their agents to access interactive Zingtree scripts from their browser. To that end, we have created the Zingtree Agent Portal.

Overview

The Agent Portal is a one-stop location for your agents to access all of the scripts in your organization. Here’s how it looks:

When your agents click on a script name, their interactive script appears like this:

Accessing the Agent Portal

Everyone who wants access to the Zingtree Agent Portal for your organization needs to log in from zingtree.com. You can set up logins for all your agents, and use your own Zingtree account to gain access as well.

The first step is to add yourself as an agent:

  1. Log into your Zingtree account.
  2. Go to Account > My Agents.
  3. Click Add Myself as an Agent. Your name and login appears in the list of agents:

  4. Click Go to Agent Portal.

That’s it. You’re in!

Adding Agents to the Agent Portal

Once you’re happy with how the portal is working, you can give others access.

  1. Go to Account > My Agents.
  2. Click Add One New Agent. The Add Agent form appears:
  3. Enter the agent’s info, then click Create Agent.

You can also add multiple agents in bulk by using the Add Multiple Agents option in step 2 above. It looks like this:

Features of the Agent Portal

Besides the self-explanatory Back, Start again with this Customer, and Finished with this Customer, there are a few other goodies your agents will appreciate.

History

Agents can see all the steps they took with the customer by clicking the + icon next to History.

The ‘A’ button at the upper right makes just the answers appear.

Agent Feedback

If an agent sees a problem with a node in your script, they can send feedback directly to the tree’s authors using this button at the lower right of the screen:

Shrink Headers

For a more compressed view, have agents use the  button at the top right.

Inserting Agent Info into Scripts

You can personalize your scripts for each agent or organization. When creating your tree, use these placeholders:

#agent_name# – inserts the name of the Agent into the script.
#agent_first_name# – inserts just the agent’s first name.
#agent# – inserts the Agent’s login into the script.
#organization# – inserts the name of your organization into the script.

Hiding Scripts from Agent View

While you’re developing scripts, you may want to keep them out of the Agent Portal until they are ready and approved.  You can hide scripts as follows:

  1. Go to the tree you want to hide from the My Trees page.
  2. Go to the Settings tool.
  3. Select Hide from Agent Portal View.