Zingtree

Pros: 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.

Cons: 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.

Overall: 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.

Pros: 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!

Cons: 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.

Overall: The ZenDesk integration is key.

Pros: 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.

Cons: 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.

Overall: Zingtree helps our agents provide consistent support to our customers and allows them to easily follow complex processes.

Pros: guides agents to make the correct decision, consistent customer experience, enforces processes and policies

Cons: 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

Overall: consistency of our users verification process which was previously completely based on tribal knowledge

Pros: 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.

Cons: 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".

Overall: 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.

Pros: Ease of use for team members. Great scripting tool for compliance. Greatly reduces on boarding time.

Cons: It can be glitchy and screens can lock. Not frequent but creates disruptions for team members.

Overall: Compliance is 100% improved from this time last time. There is another huge bonus in that it has reduced the time required for our team members to understand and use the script. However there are numerous communication issues it has with salesforce that create major issues in the pitch and flow. These mistakes while easy for me to identify are not easy for team members to fix.

Pros: Platform is EXTREAMLY simple to design, implement, manage and scale. In the rare case we had a question, the support team responded very quickly to provide assistance. The team is also very eager to help solve new business problems by adding new functionality to the platform. We are designing new trees across our organization to drive processes optimization.

Cons: Honestly, cannot think of one. Each time I `think that feature would be nice to have, the team points me to the solution.

Pros: I like how easy it is to set up new trees. There are also a lot of customizable settings. When employees are added to the zingtree admin list, it is easy for them to also figure out how to use the system. When changes need to be made, it is easy to do so and changes are reflected immediately.

Cons: Setting up training simulations is not easy. Wish there were more options for multiple choice and scoring. I do not like how only one user can be signed in at a time.

Pros: ease of creating content

integration with Wordpress - which hosts our knowledge base.

Extremely professional Technical support . support team come back to me in few hours not days.

Seamless purchase

I recommended a feature and they had the technology but they hardened it very quickly. So Webhooks is a great addition.

Cons: cost. could be more economical.

If your tree is very complex with hundreds and thousands of moving pieces - you've to build your trees 'outside' of zingtree . I use workflowy instead and then circle my way back to Zingtree.

Overall: Execution Accuracy.

Operational Efficiency

Improved resource utilisation

Improved experience for our support teams.

Pros: I liked the easy set-up, it did not take a lot of time before we had a base version running. Editing is done on the spot with no fuss. Nice clean design (finished product).

Cons: Editing mode can be a bit cleaner graphic wise. The editing itself is easy once you know how. I do think that the editing menu can be improved.

More templates would be a nice addition

Pros: Great for new hire training as well as existing employees scripting! Zingtree has added many new features and functionality upgrades over the past year that have made wonderful improvements.

Cons: Sometimes it takes a while to get someone to respond when you submit a question or enhancement request through customer service or tech support but they always to respond and help out as they are able!

Overall: Easy to use, easily customizable, great for new hires and scripting alike!

Pros: Made my life easier in terms of conveying directions to end user. Very user-friendly for both end user and development. The interface is relatively easy to navigate and has tons of application in our line of work.

Cons: As the product is easy to use. The interface is not really complicated and pretty straightforward. And based on what Ian using the product for, I have nothing negative to say about the product.

Pros: We used Zingtree as a knowledge base. What a great way to create "interactive" help for consumers. Zingtree makes it easy with multiple ways to build. There is a bit of a learning curve, but not much. There's so many things you can do with Zingtree, the possibilities are endless. Good for ANY industry.

Cons: We had to move away from Zingtree because of the cost. You have to pay per click...there was no way to IP filter, etc. As our business grew and we became more successful, the cost of Zingtree went up. It just wasn't a viable option for us, but Zingtree was so nice when we told them we were moving away. We sung their praises from the rooftops! A great product that I continue to tell people about today. :)

Pros: It's easy to use. As stated above, the customer support is helpful when setting up your trees. The system overall isn't bad.

Cons: Its hard to make anything look professional without custom html and css. Maybe add more customization or drag and drop capabilities for customers with less technical background

Pros: The easy go to approach. It is easy to get going and there is a lot of guides and inspiration available + good support!!

Cons: It could be more advanced with possibilities to do more but that will possibly mess with the easy go to approach for new comers.

Overall: More fcr, easy internal and external help center

Pros: The end user experience is great. We use the Zingtree publishing link for an employee to easily navigate to what he needs in a very complicated decision tree.

Cons: We would love easier options for importing from our CRM so the merge fields could be easily populated.

Overall: The ability to build and manage the steps and scripting of a huge campaign while preserving a simple end-user experience has greatly improved the organization and efficiency or our direct marketing efforts.

Pros: I like that it is super customizable. I can make it look like pretty much anything and can tweak it to fit my different departments.

Cons: It's super tedious to edit when you get tons of nodes. It's complicated to update and find one thing if your tree is massive.

Pros: The clean look and feel as well as the ease of use. This product and the reporting are fantastic. Keep up the good work.

Cons: Times out too easily and lose changes which is frustrating. This appears to be an intermittent issue but one that needs addressing.

Pros: Easy to learn and setup with flexible implementation techniques to make the presentation of each screen unique. Great support to help resolve any issues. Working on Interactive In-house Trouble Shooting Guide, and great place to capture tribal knowledge.

Cons: Had to get a separate software to put videos into trees due to IT firewall of facility. Has to have access to internet to work, or pay great price to put in isolated version.

Overall: Used to set up interactive trouble shooting guide to capture tribal machine and maintenance knowledge, and this worked great. Feed back email great feature to correct/add information to trees.

Pros: It's flexibility and reliability is what makes the product stand out from similar applications. Would recommend it to ay company that requires a flow three solution.

Cons: The form aspect of the tool could use a little improvement. We would like to be able to more easily create forms and transmit the data to our data warehouse.

Overall: Ability to improve quality and onboarding of contact center staff.

Pros: Zingtree's backend interface is extremely intuitive and user friendly. U.S. Boiler has been able to easily and accurately create troubleshooting walkthroughs for U.S. Boiler products. These walkthroughs are utilized by our customer base. The troubleshooting scenarios are easy to update and allow us to embed videos and imagery to better demonstrate how to solve certain issues.

Cons: The only issue I've experienced with Zingtree is the sizing of imagery. My images were not responsive to mobile devices. However, I did reach out to a representative of Zingtree and my problem was promptly resolved.

Pros: Easy to learn/implement, features are straight forward with already pre-set themes.

Ability to have multiple level permissions is a plus also.

Cons: Could use more updated forms.

Themes seem to be limited.

Some sites are not fully compatible with browser settings.

Overall: Helped our after hours support.

Pros: The support team was extremely adaptable. When a feature was removed that our business finds imperative, they worked with us to provide the solution we needed.

Cons: There was some lag time in re-instituting the change, however it was not beyond the normal development timeframe.

Overall: one of the only softwares out there to help our situation, and overall great product

Pros: I really appreciate the ease in updating and editing existing trees. I can easily preview my changes before I commit to the new information.

Cons: I don't like that it is sometimes difficult to navigate the changes in font, size and parameters within a node. I would like to be able to copy information and have the formatting stay consistent.

Pros: I like how the decision tree is completely customizable from top to bottom. There are a lot of options for our services, and this tool makes it easy for customers to make a decision.

Cons: Further customization for the buttons would be a huge plus. There are some options, but opening up the html code would allow for more colors or button sizes.

Overall: Helps customers make quick decisions.

Pros: I love the flexibility of how you are able to put all kinds of data/images/videos into the steps you present. The drag and drop tool for building out the flows is quite nice too. It can be a bit clunky from time to time, but overall it helps out great.

Cons: I wish the intercom integration worked a little better. I don't really think I've ever been able to successfully make it function for us, but i may not have been doing something right. This also ties into the hosting options, which while it works, was a little clunky to set up too. Overall though we love the tool and its saved us lots of time

Overall: We were able to automate the debugging some of the most difficult issues we face with our customers.

Pros: troubleshooting tool for customers on our help center which allows the customer to understand if they have a hardware issue and what to do with it.

Cons: We were hoping for more ticket workflow enforcement for the agent side in Zendesk. Need to implement a procedural workflow to guide/restrict agents on how to work a ticket.

Pros: - Easy to use (Admin and agents)

- Many new feature added the last 6 monthes

- Easy html customization

Cons: - Complex trees can be long to load (in visual designer mostly)

- Can't copy tree question from a tree to another tree, you have to open question and copy paste the content

Overall: Better support quality for our level 1 SD

Pros: I started to kick the program around to see how it worked. The setup was so easy that within 3 hours I had built out a substantial training tool that covered 99% of all decision tree items involved in servicing customers.

What made this extremely easy to use was that I could easily identify decisions that ended up with incomplete endings.

All of our employees now use this to train before engaging with live customers

Cons: As a high volume call center, this slowed down our existing agent productivity. We only use it for training and during the probationary period when learning and precision of message is more important that quantity.

Pros: Easy to use and understand, train new authors on, make accessible to our agents, etc. Scalable, nice UI, good data gathering, and thus far no downtime at all.

Cons: Sometimes user innovation is stiffled by an approach to Zendesk integration that is rather rigid. For example, surfacing different categories of decision trees required a simple but customer implementation for me team. Also, some bugs have taken a very long time to mitigate in our implementation and team at Zingtree doesn't have a secure approach for resolving this short of access to our implementation

Overall: Scalability, ease of editing frequently changing processes, and granular data capture lost with previous solution.

Pros: I found it really easy to customise formatting of each node. Overall the program is very intuitive and easy to use.

Cons: I had trouble embedding my decision tree into an older version of a Godaddy website builder, but with great support from the Zingtree team we found a work-around that looked great!

Overall: Helps my customers find the answers they want with minimal ongoing staff input.

Pros: ZingTree has helped us to calibrate our call flow and helped our staff to identify the correct info to be provided to our customers.

Cons: It takes some time to load the zingtree agent scripting. History won't give you the details of the info you've entered at the end of the path.

Pros: Allows easy customization with videos, pictures, and links. Customers can assist themselves without needing to use a contact form.

Cons: -Gets very messy and convoluted with large trees

-Reports could be better set up to provide tracking and session information

Pros: Zing tree has been a huge help to the company, it was used by my CSR to book calls and categorize them correctly. Its easy to build and easy to use.

Cons: I honestly haven't run across any cons using zingtree. it's been user-friendly and we love it!

Pros: It is very easy to use for my employees. It's now as if I was personally speaking to each prospect we talk to.

Cons: I wish it was a little easier to use only some nodes from other trees without copying the entire tree over.

Pros: We use this for internal training and helping agents learn our products and services. We were able to use this to launch our newest products, as well as our app updates

Cons: Building out the trees can be a little taxing. We have several branches for each main category so it can get daunting.

Pros: I like that it is easy to use when you actually start using it and you are up and running.

I also like the fact that the interface of the tree when it is done looks amazing, and that you can change colors and themes easy.

Cons: I don't like that I cannot download the tree as a pdf or high quality picture. When I download it now, it looks bad and when I tried to zoom in on the tree it gets all blurry.

It is also pretty hard to rearrange the tree once you start out, because if you have a complex tree it is hard to follow, especially since you cannot print it.

Pros: Zing tree is easy to use for both our agents and our admins. We like that we can tie together smaller trees and provide a robust support system for our agents.

Cons: Sometimes the menu structures are a little bit clunky and can make the build a little confusing on trees that have many options.

Pros: It is great for people who know how to follow flow charts.

Nice user interface! The flexibility in creation of flow charts is very nice.

Good for an environment with many users

Cons: If the steps are not written out clearly, it is easy for new employees to get lost. Note really a problem in zingtree, but rather a user error ;)

Overall: Helped during the busy part of the year when we had a lot of brand new people

Pros: I thing I like the most was the choose-your-own-adventure way our customers could use the software.

Cons: The setup was was very difficult especially if the tree had a lot of nodes.

Reporting was confusing and it was very difficult to delete test runs or runs per IP easily. Manually doing it 1-by-1 was a chore.

Pros: Easy to use, easily integratable with ZenDesk and other software. Has helped the company expand with troubleshooting processes.

Cons: More API options would be nice, not just email node support. Also, having multiple people using the same tree sometimes resulted in an error when generating nodes at the same time.

Overall: Company has been more effective in the troubleshooting aspect of ZingTree!

Pros: The ease of use, make complex things easy.

Ease of use to link multiple decision trees in just one big roadbook for solving rather complex IT problems for EndUsers

Cons: I 'mis' the possibility to change the font of the Enduser view

I 'mis' the possibility to change the fontsize of the Enduser view

I 'mis' the possibility (or have not found it yet) the possibility to give imported pictures 'relative" sizes which follow the size of the popup for the EndUser view

Overall: It gives us the possibility to increase the self-reliance of our EndUsers

Pros: Usability and great knowledge base if we needed anything small-scale. I like the different ways to create trees, it gives it flexibility.

Cons: Unfortunately, the user interface is not the most friendly to use. It has very limited API integration at this point in time.

Overall: There are a lot of great benefits to this software, from building a system to interacting with the APIs.

Pros: Incredible features and capabilities. We are really relying on this software to deflect customer service tickets and improve self-service troubleshooting.

Cons: Very expensive and we can't get it to work correctly with Freshdesk, but we have still been charged for clicks. It was difficult to set up and integrate.

Overall: Customer service ticket reduction

Pros: The decision trees are easy to set up and to edit. I'm able to create personalized scripting for our agents that has significantly increased our effectiveness.

Cons: I wish that I could copy a whole node, including the attached buttons instead of having to re-link each button when I make a copy of a node.

Overall: It has improved our productivity and our ability to communicate with customers effectively. Our biggest challenge was enabling our agents to quickly personalize their scripting. ZingTree allows them to do that effortlessly.

Pros: Clean UI and the end user experience is really nice. It's easy to get started, and there seems to be a lot of support documentation.

Cons: I can't throw anyone on the project, the people I've tried to get to take over building support trees get overwhelmed. It seems like we have to switch between views a lot.

Overall: We hope to have an end user self-service website.

Pros: I love the support, it is exceptional. I also like how easy it is for my agents to use. The presentation of the flow once you create it, also is awesome.

Cons: It isn't that intuitive and it can be hard to find videos to show exactly what you need to do. When I am trying to set up flows I often have to reach out for help, that is a little frustrating for me. I also hate that the system doesn't connect with some of our internal systems, our agents log in to way too many systems as is.

Pros: Like my title suggests, this software is easy to use and has proven to be a good tool for my agents as our company has started out.

It is good for training purposes as well as remaining functional on a day to day basis. Something my company desperately needs.

Cons: The only real con of Zingtree I can think of in terms of software is the simplicity of it for supervisors. I often see my team wishing there was more they could do with Zingtree, but it does what it is essentially supposed to do.

I also wish it had a better navigation bar to help narrow searches.

Overall: Great for call centers and easy to use in terms of getting new employees off the ground and going.

Pros: The interface is very easy to use and make trees that are very easy to use by operator. The GUI is simple and it is easy to move inside the trees.

Cons: When we have too much nodes, could be easy to get lost. It might be cool to have more editors for the plan we have.

Overall: easy interface for operator

Pros: The versatility of Zingtree makes it the ideal candidate for our decision tree needs. The price makes it even more suitable for our company. I don't know of too many other companies that can pack that much functionality for that price. Awesome value for money!

Cons: The learning curve can be a drawback but once you have practiced with the product a few times, it's fine to work with.

Overall: Very fast onboarding of employees and customers!

Pros: I know it uses the concept of tree data structure but having it laid out on an interactive UI was the best part. I also loved the mapping feature of it where we could drag and drop the lines to make connections to other questions or answers

Cons: Opening up Zendesk tickets when we undergo the process of factorizing the tree would be great and that would help us solve the issue of the customer service tickets

Pros: Once you start digging in, you see that the possibilities are open-ended. There are several tutorials that provide a full walk-through, but in many scenarios, they're just a starting point if you start thinking out of the box.

I think one of the major pros is that the staff is very receptive to user input. Often if you're trying to find a way to make something work, they'll either help you or include it on the next release.

Cons: There's a bit of a learning curve, but compared to similar services, I wouldn't let it deter you from using it.

Overall: Automation - time is money, and Zingtree saves me a lot of time!

Pros: easy of use. it only took maybe 2 hours before i knew how to set up a decent tree without any hiccups

Cons: lack of options. You cannot organize the nodes as openly as i'd like. I wish we could move text and pictures around more freely and not be confided by lines and margins unless you want to be.

Overall: I was able to organize and create troubleshooting guide for some of the displays our company services out in the field.

Pros: The flexibility of Zingtree allows me to capture multiple business requirements with one system. currenty we have workflows built for our call center teams, but plan to expand to all of our operational work groups in the future.

Cons: Integration with our level of highly secured IE11 creates issues with some of the functions of your software.

Pros: I used ZingTree about a year ago and found it easy to get up and running and easy to embed into our websites

Cons: I found that re-using pieces of trees to be a bit of a burden. I know you've made some progresses to move it forward

Pros: - easy to use

- fast start

- seamless integration

Cons: - Design options could be better

- Could have even more integrations with other platforms

Pros: It is responsive and easy to use on the agent side, no server issues so far, offers great platform to build instructional guides for employees.

Cons: Development was difficult at first but after time it is manageable. Editing can get a little tricky especially in design mode.

Overall: A step-by-step instructional resource for employees

Comments: I don't think that we're Zingtree's typical customer, but they've made every effort to accommodate us and we've reaped the benefits!

I know that other companies will talk about cost savings, but from our point of view one of the benefits has been user experience. We've had 1000's of sessions per month, a lot of these sessions are users of our product that previously weren't contacting our support team.

Now that we've got Zingtree they are finding the information they need and resolving the problems that they might have otherwise not tried to resolve! Lovely stuff :-)