Zingtree helps streamline support processes by guiding customers and agents through complex processes easily. Customer Support teams and Contact Centers can both take advantage of Zingtree interactive tools to quickly create question & answer style decision trees to promote self-service, develop custom agent scripts and more.
Beyond step-by-step troubleshooters and agent scripting solutions, Zingtree offers a complete package of integrations and full analytics capabilities (for decision trees and scripts) to continually improve on support processes. Zingtree integrates with CRM and chat systems such as Zendesk, Salesforce, Freshdesk, Zopim and Intercom, as well as Wordpress for seamless support.
Introducing Zingtree interactive tools into a workflow will allow customers to self-help, agents to follow best practices, and Contact Center or customer support teams to completely streamline every interaction.
Puntos a favor
This software has saved us so much time going back and forth with customers. The step by step breakdown allows our customers to provide all of their information ahead of time and cut down on the amount of emails that have to be sent. Our customers are able to answer a series of prompts that we can see in our system. It greatly reduces how long it takes for a customer issue to be resolved when time isn't being wasted on countless email correspondences. We are now able to answer more customers and faster because of this software and has reduced our overall response time. I would highly recommend this software to anyone dealing in customer service where troubleshooting has many different variables.
Puntos en contra
The one downside to the software is that it can be time consuming to set it all up. This gets easier as you get better with it but it can be a little difficult at first when trying to create a tree for your customer service. The other downside is that it is a little difficult to navigate on the back-end when you are integrating it the software.
The ZenDesk integration is key.
Puntos a favor
The end product is easy for our agents to use. Looks nice and functions well. We chose Zingtree above other platforms because of its integration with ZenDesk. Great customer support too!
Puntos en contra
The UI for building the decision tree leaves a lot to be desired. There needs to be a blend between the Thumbnails View and the Simple View on the Overview part of the site when you are in the backend. I need to be able to see all of the text that is on the Node (which is shown in the Thumbnail View) and where each of the nodes links to (which is only shown in the simple view). It makes no sense and I have to switch back and forth between the two constantly. The Virtual Designer is also TERRIBLE and I had to write out each of the nodes on sticky notes on my wall to make any sense of this thing after it got to a certain size.
There is also the issue of the history of the decision tree in the ZenDesk integration. It only records the answers and not the questions so it's basically USELESS for the next agent who looks at the ticket. It would also be great to be able to automatically input the history as an internal note in ZD.
The pricing for the customer-facing decision is so cost prohibitive that we scrapped the idea altogether. Pay per click does not work.
Hi Deanna -
We've posted a major update to Designer since you wrote your review. It's a lot easier now to manage your trees in this tool.
Also - the Zendesk agent app does indeed display questions and answers.See the summary of the Zendesk app (and the History view screenshot) on this page:
https://zingtree.com/faq.php?start_node=26&start_tree=141123244000
We're continuing to improve Zingtree based upon our customer's feedback, and in general your comments are really helpful.
Bill
Zingtree helps our agents provide consistent support to our customers and allows them to easily follow complex processes.
Puntos a favor
While the software takes a little while to get the hang of, the customer support is great - love the super fast response from the leadership team. When I point out something that's broken, it gets fixed usually in 24-48 hours which shows that Zingtree really values it's customers.
Puntos en contra
I wish there was a little more customizability with the Zendesk integration - for example, I wish it had the ability to automatically appear on the screen for agents when a specific category was selected or when a specific type of call came in.
Hi Isaac -
The Zingtree Agent Scripting app for Zendesk can automatically select a tree based upon the Brand field, or the value in any custom field.
If you are using a screen pop software with Zendesk, then that may need to set the fields, but otherwise this is an integral part of Zingtree's Zendesk interface.
Happy to work with you to get this part in place...
consistency of our users verification process which was previously completely based on tribal knowledge
Puntos a favor
guides agents to make the correct decision, consistent customer experience, enforces processes and policies
Puntos en contra
1. not very clear reporting 2. would love to be able to customize more what agents see 3. would be great to be able to have different trees for different teams instead of having to create a tree of the trees for agents to select the right path depending on their role
As the Training Supervisor for a company I get wide range of benefits from the use of Zingtree. From the classroom, to the floor, and finally continued education there is benefit from Zingtree along the whole way.
Puntos a favor
I love the smooth user friendly interface. The flexibility in creating job specific trees. The complete ease of use for a wide variety of agents. It takes a lot of guess work out out of difficult systems.
Puntos en contra
The development of existing trees can be a little hard at times. Especially when the tree is very large. It is very easy to get "lost".
Zingtree's subscription pricing starts at $12/month
Easy-to-build troubleshooter decision trees give customers on-demand, interactive self-service with a question & answer style format. Troubleshooters can be customized for a brand, embedded to a site and made simple for customers to find solutions or answers on their own.
Agent scripts allow support representatives to follow internals scripts that are standardized to your brand and follow best practices. This keeps interactions more consistent, customers happy and agents updated.
Zingtree integrates perfectly with Zendesk, Salesforce, Freshdesk and other CRM systems, and also offers plugins for Wordpress, Zopim and Intercom.
Access full Q&A transcripts of every journey through your troubleshooters. Transcripts can be delivered along with any support email, ticketing and CRM platforms, live chat applications and more.
Powerful analytics & reports give you valuable insight about how decision trees are being used and where customers are having issues, so you can continually optimize your decision trees and scripts.
He aquí algunas preguntas frecuentes sobre Zingtree.
Zingtree ofrece los siguientes planes de precios:
A partir de: $12/mes
Modelo de precios: Suscripción
Prueba gratis: Disponible
Zingtree's subscription pricing starts at $12/month
Zingtree ofrece las siguientes características:
Los clientes habituales de Zingtree son:
Empresas medianas, Empresas pequeñas
Zingtree admite los siguientes idiomas:
Inglés
Zingtree cuenta con los siguientes planes de precios:
Suscripción
No tenemos información sobre los dispositivos compatibles con Zingtree
Zingtree se integra con las siguientes aplicaciones:
Freshdesk, Intercom, Kustomer, Nectar Desk, Salesforce Sales Cloud, Wordpress, Zendesk, Zendesk, Zendesk Chat, Zoho Flow
Zingtree ofrece las siguientes opciones de asistencia:
Asistencia en línea
Immense reduction in response time and time spent per customer. Customer issues are solved in at least half the time now because of this software.