Zingtree Agent Scripting software


89 reviews(4.5/5)
89 reviews(4.5/5)

Zingtree Agent Scripting is a cloud-based call center scripting solution for call centers in all industries. Users can create, deploy and analyze agent scripts.

Scripts can be created using a visual designer or copied from an existing script library and customized. Zingtree saves the last screen and history of each session, so if a call is transferred between agents, the new agent can take over where the previous agent left off.

Agent interactions are tracked and saved as transcripts. Users can view sessions for individual agents, generate performance summaries and assess where scripts could be improved. Scripts can be added to existing sites or hosted by Zingtree. The solution integrates with various customer relationship management (CRM) systems, as well as Salesforce and Freshdesk. A separate application is offered for Zendesk.

Support is available through an online portal. Pricing is based on agents and authors, with monthly and yearly plans offered.

Supported Operating System(s):
Mac OS , Linux , Web browser (OS agnostic) , Windows 10

89 Reviews of Zingtree Agent Scripting

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  • Verified Reviewer

    Number of employees: 51-200 employees

    September 2018

    Basic, but Effective

    Ease-of-use
    Functionality
    Quality
    Support
    N/A

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

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • David from DGL Group

    August 2018

    Awesome Software - Amazing Time Saver

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Nate from CDP

    July 2018

    Great tool, CSR was a fantastic contact to answer all of the questions we had.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

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

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    July 2018

    Bill from ZingTree was a wonderful person to work with.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

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

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • NISARGKUMAR from CDP

    Number of employees: 11-50 employees

    July 2018

    ZingTree was a fun tool to work with. It was very straightforward

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Julia from University

    July 2018

    Easy to use and helpful for school

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    This is a user friendly software that I can use to create a decision tree for my masters thesis. I have been able to manipulate individual trees into a master tree to include 15 different questionnaires within one tree.

    Pros

    Wizard is so helpful when creating a long decision tree. I like how it prompts you for each question so you can plan out the entire tree.

    Cons

    It is difficult to insert extra node within a complete decision tree. It often times throws off the entire flow of the tree.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Deanna from Starry, Inc.

    June 2018

    Good end user experience, bad backend experience

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

    Response: Zingtree, Zingtree LLC

    July 2018

    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

  • Alexis from U.S. Boiler Company

    Number of employees: 51-200 employees

    June 2018

    Zingtree was the perfect solution for an interactive troubleshooting walkthrough tool.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Regina from DGL

    June 2018

    The setup and support has been great.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

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

    Cons

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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Franceleen from Facilities Services

    Number of employees: 5,001-10,000 employees

    June 2018

    So so..

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Readily available packages

    Pros

    If you are IT savvy, you will be able to figure it out yourself. There are various features and you can also use your own custom CSS markup

    Cons

    People with less IT experience are not able to figure it out easily. My colleague has asked the question on custom CSS but she was just pointed to FAQ.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Mathieu from EXFO Inc.

    Number of employees: 1,001-5,000 employees

    June 2018

    Excellent support from the Zingtree team.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    easy interface for operator

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Richard from Marketing iQ Limited

    Number of employees: 2-10 employees

    June 2018

    An elegant and functional solution fro my clients

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    It provided an elegant, functional and fast to implement solution

    Pros

    There are many ways to view your decision trees to assist in building them, also the ability to embed in a web-page and match the look and feel is great.

    Cons

    In some of my trees I have hyperlinks, recently I had to change them. It was a slow and tedious process, there didn't seem to be a replace function for hyperlinks.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Ena from PWN Health

    June 2018

    Great Support Team behind the product, really listens to users

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

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

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Chad from Young Insurance

    June 2018

    interesting product poor service and pricing

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    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

    Cons

    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Gadi from Vidyo, Inc.

    June 2018

    pretty good experience, friendly support - open to hearing about feature requests.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Eric from Gazella Wifi

    June 2018

    Very simple to use

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    quick set up and did everything it said it would do and more! So many use cases that this product is good for.

    Cons

    I don't like the pricing model. I would rather pay flat fee and know exactly what I am getting. I would like to encourage our team to use it more, but I am charged the more they use it. I completely understand as this is a standard pricing model for SAAS.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Christine from TenantMagic

    June 2018

    Challenging at first but after a couple of days it become easy.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Cassie from Northland Communications

    June 2018

    Zingtree has helped our agents improve efficiency by having service steps at their fingertips.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Kimberly from TriWest

    June 2018

    Zingtree is very easy to use. I would like more dynamics.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    The application is easy to use overall. I prefer to build my trees freehanded rather than using the pre-defined templates.

    Cons

    I would like to see more style options; choices other than just panels or buttons and more font selections would be nice.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Sabriena from Fluent Home

    Number of employees: 1,001-5,000 employees

    June 2018

    Great experience! It's super affordable and works great!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
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