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.
Vincentas from Airtame
Employees number: 51-200 employees
- easy to use
- fast start
- seamless integration
- Design options could be better
- Could have even more integrations with other platforms
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.
David from DGL Group
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.
Nate from CDP
There are a lot of great benefits to this software, from building a system to interacting with the APIs.
Usability and great knowledge base if we needed anything small-scale. I like the different ways to create trees, it gives it flexibility.
Unfortunately, the user interface is not the most friendly to use. It has very limited API integration at this point in time.
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.
NISARGKUMAR from CDP
Employees number: 11-50 employees
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
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
Julia from University
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.
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.
It is difficult to insert extra node within a complete decision tree. It often times throws off the entire flow of the tree.
Deanna from Starry, Inc.
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.
Response: Zingtree, Zingtree LLC
Date: 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:
We're continuing to improve Zingtree based upon our customer's feedback, and in general your comments are really helpful.
Alexis from U.S. Boiler Company
Employees number: 51-200 employees
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.
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.
Regina from DGL
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
Franceleen from Facilities Services
Employees number: 5,001-10,000 employees
Readily available packages
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
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.
Mathieu from EXFO Inc.
Employees number: 1,001-5,000 employees
easy interface for operator
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.
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.
Richard from Marketing iQ Limited
Employees number: 2-10 employees
It provided an elegant, functional and fast to implement solution
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.
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.
Ena from PWN Health
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.
Chad from Young Insurance
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
Gadi from Vidyo, Inc.
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.
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.
Eric from Gazella Wifi
quick set up and did everything it said it would do and more! So many use cases that this product is good for.
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.
Christine from TenantMagic
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.
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.
Cassie from Northland Communications
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.
Sometimes the menu structures are a little bit clunky and can make the build a little confusing on trees that have many options.
Kimberly from TriWest
The application is easy to use overall. I prefer to build my trees freehanded rather than using the pre-defined templates.
I would like to see more style options; choices other than just panels or buttons and more font selections would be nice.