Construisez votre propre dépanneur de type question-réponse
4.4/5 (93 avis)Zingtree aide à rationaliser les processus de support en guidant facilement les clients et les agents à travers des processus complexes. Les équipes de support client et les centres d'appels peuvent tous deux tirer parti des outils interactifs de Zingtree pour créer rapidement des arbres de décision de type question-réponse pour promouvoir le libre-service, développer des scripts d'agent personnalisés, etc.
En plus des solutions de dépannage étape par étape et des solutions de script d'agent, Zingtree propose un ensemble complet d'intégrations et de fonctionnalités complètes d'analyse (pour les arbres de décision et les scripts) afin d'améliorer en permanence les processus de support. Zingtree s'intègre aux systèmes de chat et de CRM tels que Zendesk, Salesforce, Freshdesk, Zopim et Intercom, ainsi que Wordpress pour une prise en charge transparente.
L'introduction des outils interactifs Zingtree dans un flux de travail permettra aux clients de bénéficier d'une autoassistance, aux agents de suivre les meilleures pratiques et aux centres d'appels ou de support client de rationaliser complètement chaque interaction.
Avantages
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.
Inconvénients
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.
The ZenDesk integration is key.
Avantages
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!
Inconvénients
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.
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
Zingtree helps our agents provide consistent support to our customers and allows them to easily follow complex processes.
Avantages
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.
Inconvénients
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.
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...
consistency of our users verification process which was previously completely based on tribal knowledge
Avantages
guides agents to make the correct decision, consistent customer experience, enforces processes and policies
Inconvénients
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
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.
Avantages
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.
Inconvénients
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".
Voici quelques-unes des questions fréquentes sur Zingtree.
Types de licences disponibles pour Zingtree :
À partir de: 12,00 $US/mois
Type de licence: Abonnement
version d'essai gratuite: Disponible
Nous n'avons pas d'informations sur les fonctionnalités de Zingtree.
Utilisateurs habituels du logiciel Zingtree :
Entreprises de taille moyenne, PME
Langues dans lesquelles Zingtree est disponible :
anglais
Types de licences disponibles pour Zingtree:
Abonnement
Nous n'avons pas d'informations sur les appareils pris en charge par Zingtree.
Applications s'intégrant à Zingtree :
Freshdesk, Intercom, Kustomer, Nectar Desk, Salesforce Sales Cloud, Wordpress, Zendesk, Zendesk, Zendesk Chat, Zoho Flow
Ressources d'aide disponibles pour Zingtree :
Support en ligne
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.