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

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

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.

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.

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.

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).

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

The ZenDesk integration is key.

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!

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.

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

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

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

I’m really happy with the features, quality and pricing. The support has also been immediate and thorough

We have reduced our ticket volume by 70% and made it easier for customers to get answers on their own, which is the preferred way to troubleshoot

I would like to see the ability to add images to buttons, without having to use code.

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

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.

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

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

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.

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

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

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.

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.

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.

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.

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

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.

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

Better support quality for our level 1 SD

- Easy to use (Admin and agents) - Many new feature added the last 6 monthes - Easy html customization

- 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

I have an excellent experience using this software . I rate 9 out of 10.

I'm using this software to connect with my team and build a connection so we can easily communicate so this software is accessible, flexible, and powerful enough to meet our criteria. its functions and themes are also impressive and relaxable users.

Sometimes I face issues regarding new connections or adding new members. Or sometimes its server is down due to heavy traffic.

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

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

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

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

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 ;)

Customer service ticket reduction

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

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.

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

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.

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.

Very fast onboarding of employees and customers!

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!

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

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

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

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.

I work on a team where we have lower techs troubleshooting issues before it gets to me. Zingtree has been extremely helpful for when my team or myself are not available, for the other techs to see what we have built up on how to resolve some issues.

Zingtree can sometimes be a pain to build up but could just be user error.

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 :-)

easy to use, great features, was able to set some basics up in minutes then a full tree that the team could use in a few hours

customer support is poor, it is either very slow or totally non responsive they also have very odd pricing that changed without warning making it unaffordable

Once you get the hang of this, making and deploying decision trees becomes a breeze. Highly recommend you try using Designer first (I'm a visual learner). But I have heard Wizard is a great way to start too.

- Helpful sales team to set you up with the right plan - Customization / CSS

- Getting started can be tricky - Currently, only available in English (localization)

Makes things really easy for our customers as it allows all of the information to be in one place and integrate together

I have not had a negative experience so far. Even when I ran into issues the support team was able to help us quickly

- easy to use - fast start - seamless integration

- Design options could be better - Could have even more integrations with other platforms