Zingtree Tags: knowledge base

Making Your Knowledge Base Interactive with Decision Trees

A knowledge base of articles and resources is often at the very heart of a customer support strategy. An effective knowledge base will house materials that can help customers self-solve, troubleshoot issues, and better understand the details about products/services without the hassle of calling up your company on the phone or waiting for someone to get back to you via email.

Your typical customer support knowledge base includes categories of articles, tutorials, guides, how-tos and other helpful materials that can help to break down your products and services, and other important processes. Presenting this kind of information as readily available, bite-sized pieces, consumers are better able to help themselves; and, in turn, become more loyal to your company. In fact, stud­ies show that self-service support is considered a good, useful idea to 75% of con­sumers – 91% of those said that they would use an online knowl­edge base if it were easy to find, con­ve­nient to use, and (most importantly) applic­a­ble to their needs.

Why Interactive is Better

Decision trees are the ultimate tool for creating interactive knowledge bases that can serve internal or external purposes. Set in an interactive environment that can be embedded into any website or page, decision trees are an ideal way to help customers without the need for live agents or long support articles. Interactive knowledge bases allow you to:

  • Make content more engaging and easy to absorb
  • Support frictionless data collection
  • Automate support efforts to save time and money

For companies who have deployed Zingtree, like Applian Technologies, an interactive knowledge base is saving an incredible amount of time and money on support efforts – in their case, implementing a decision tree-based knowledge base saves over 15 hours every week on support communications and $30,000 of valuable human resources.

Our own Zingtree knowledge base is fully-interactive and built within our decision tree platform. Take a look at it here, or a quick peek below:

Our Best Tips for Building a Knowlege Base

Getting up-and-running with an interactive knowledge base shouldn’t be a huge project if you already have basic support articles written out already. There are a few key tips we like to share with support teams to get them started with an effective, highly-optimized knowledge base.

  1. Take what’s already out there and make it even better. We built a complete Gallery of decision tree examples, including many FAQ and troubleshooters, to help businesses adapt and create the best trees they can. You can also take a look at our own interactive knowledge base for some helpful notes, and those of our successful customers.
  2. Keep things as simple as possible, and provide concise questions and short answers. The short-and-sweet approach is largely appreciated by customers of all types, so it’s important to keep their time in mind when you craft up the copy for every support piece.
    Here’s an example of how not to write something:
    Q: Would you like to receive help on registration or product support?
    A1: I need help with Registration
    A2: I need help in Support.Here’s an example of how to clean it up for simplicity:
    Q: How can I help?
    A1: Registration
    A2: Support
  3. Use visuals, videos, diagrams, GIFs, and other types of media where it would be helpful for customers. Using photo-based media and adding relevant videos to your questions is a great system for communicating more with limited space.
  4. Collect customer data and feedback where it makes sense. With our decision tree platform, you can easily analyze where your customers are navigating to most on your knowledge base, where they are getting stuck, and even collect feedback on specific trees to make them better over time.

 

Want to see some first-hand, real-world examples of interactive knowledge bases (and other types of decision trees) on the Zingtree Gallery

Industry Report: Here’s How to Improve Customer Support & Sales on Black Friday

Whether you’re an online retailer or consumer, Black Friday is a crazy time of the year. For customer support teams, in particular, the stress and demand can seem neverending – it’s not a question of if a customer will have an issue or question, but when. Adding extra layers of employees needing (and deserving) time off of work around these times and generally higher stress levels, startups and small businesses especially can feel the tension around customer support.

Black Friday On-Demand: Salesforce Industry Report

To be frank, mobile and on-demand options truly reign supreme. Customers today expect a smooth purchasing experience, fast shipping, and even faster customer support.

Salesforce combined the insights on the activity of over 500 million global shoppers and billions of transactions, millions of public social media conversations, and data from Salesforce’s annual Connected Shoppers Report to give retailers and online businesses the intelligence they need keep moving forward this holiday season.

Here’s what VP of Industry Insights, Salesforce Commerce Cloud, Rob Garf, had to say:

“Just like watching television, holiday shopping has moved from an appointment based activity to an on-demand activity. Salesforce expects to see continued growth not only in mobile orders and website visits, but also in newer technologies such as mobile payments and artificial intelligence. It’s not too late for retailers to make adjustments today in order to meet consumer expectations and better compete this holiday season.”

You can read the full report and insights here.

A Better System of Customer Support for the Holidays

So, how does an online business truly prepare for holiday shopping? A new trend in customer support: self-service.

Interactive decision trees allow customers to quickly and easily navigate through processes, products, troubleshooting, and more. Setting up a completely automated, information-filled FAQ or knowledge base, simple-to-use product finder, or digestible problem-solving can solve a myriad of internal issues (and your customer’s, too!).

Our retail customers are able to solve problems and answer questions outside of regular and holiday office hours, as well as encourage more sales and truly streamline the customer support process. Take a look at some of our own resources for improving customer support here, and stop by our own decision tree-built knowledge base here.

Ready to start streamlining retail customer support for your eCommerce business? Get in touch with us, or sign up for an account. 

Customer Support Case Study: YouMail

Here’s an example of how Zingtree’s intelligent, interactive decision trees are helping to advance customer service flows and resolutions in an innovative tech company.

YouMail, the leading provider of visual voicemail, realized that they were in need of a smart automated troubleshooter to resolve support inquiries quickly, with the same speed and power that their own service provides.

By using a combination of Zingtree’s customer support decision trees based on YouMail’s knowledge base data and their own support agents, YouMail was able to provide even faster assistance to their customers across a wide range of questions, become more efficient in providing answers, and save money.

You can see the case study below, and view a PDF version here.

casestudy-youmailWant to see more? Explore the Zingtree Gallery for examples of how our decision trees and interactive solutions provide value for businesses!