Zingtree

Zingtree

Build your own question & answer style troubleshooters

4.4/5 (92 reviews)

Zingtree Overview

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.

Pricing

Starting from
US$12,00/month
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

United States

Supported Languages

English

Zingtree Reviews

Overall rating
4.4/5
91% positive reviews
48
Excellent
36
Very good
7
Average
1
Poor
0
Terrible
David F.

Awesome Software - Amazing Time Saver

Used Daily for 6-12 months
Reviewed on 2018/08/01
Review Source: Capterra

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

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Deanna W.

Good end user experience, bad backend experience

Used Other for 1-5 months
Reviewed on 2018/06/28
Review Source: Capterra

The ZenDesk integration is key.

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.

Response from Zingtree

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

5.0/10
Isaac W.

Overall my experience with Zingtree has been great.

Used Daily for 6-12 months
Reviewed on 2018/06/19
Review Source: Capterra

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

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.

Response from Zingtree

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...

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Emanuela F.

Very helpful tool to ensure consistency across customer experience

Used Daily for 2+ years
Reviewed on 2018/06/18
Review Source: Capterra

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

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10
Jessica P.

Easy, convenient, helpful

Used Daily for 1+ year
Reviewed on 2018/06/21
Review Source: Capterra

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

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".

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10

Zingtree Pricing

Starting from
US$12,00/month
Pricing options
Free Trial
Subscription
Value for money

Zingtree's subscription pricing starts at $12/month

Zingtree Features

  • API
  • CRM Integration
  • Chat
  • Knowledge Base Management
  • Surveys & Feedback

  • Activity Dashboard
  • Automatic Notifications
  • Contact History
  • Customizable Branding
  • Email Integration
  • Instant Messaging
  • Monitoring
  • Multi-Channel Communication
  • Prioritizing
  • Real Time Monitoring
  • Reporting & Statistics
  • Social Media Integration
  • Support Ticket Management
  • Third Party Integration
  • Workflow Management

Additional information for Zingtree

Key features of Zingtree

  • Customized agent scripting
  • Insights on customer click-throughs on support
  • Integration with live chat tools
  • Interactive troubleshooters for customer self-service
  • Test different variables and see which gain traction.
  • Track and analyze how your customers are using Support
  • Use internally for employee HR

Benefits

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.

Zingtree FAQs

Below are some frequently asked questions for Zingtree.

Q. What type of pricing plans does Zingtree offer?

Zingtree offers the following pricing plans:

Starting from: US$12,00/month

Pricing model: Subscription

Free Trial: Available

Zingtree's subscription pricing starts at $12/month

Q. What are the main features of Zingtree?

Zingtree offers the following features:

  • Customized agent scripting
  • Insights on customer click-throughs on support
  • Integration with live chat tools
  • Interactive troubleshooters for customer self-service
  • Test different variables and see which gain traction.
  • Track and analyze how your customers are using Support
  • Use internally for employee HR

Q. Who are the typical users of Zingtree?

Zingtree has the following typical customers:

Mid Size Business, Small Business

Q. What languages does Zingtree support?

Zingtree supports the following languages:

English

Q. What type of pricing plans does Zingtree offer?

Zingtree has the following pricing plans:

Subscription

Q. Does Zingtree support mobile devices?

We do not have any information about what devices Zingtree supports

Q. What other apps does Zingtree integrate with?

Zingtree integrates with the following applications:

Freshdesk, Intercom, Kustomer, Nectar Desk, Salesforce Sales Cloud, Wordpress, Zendesk, Zendesk, Zendesk Chat, Zoho Flow

Q. What level of support does Zingtree offer?

Zingtree offers the following support options:

Online Support