Zingtree

It did everything we wanted to

Puntos a favor:

- easy to use - fast start - seamless integration

Contras:

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

Quick, efficient, great training tool. Downside is it can be sometime glitch y.

Comentarios: Compliance is 100% improved from this time last time. There is another huge bonus in that it has reduced the time required for our team members to understand and use the script. However there are numerous communication issues it has with salesforce that create major issues in the pitch and flow. These mistakes while easy for me to identify are not easy for team members to fix.

Puntos a favor:

Ease of use for team members. Great scripting tool for compliance. Greatly reduces on boarding time.

Contras:

It can be glitchy and screens can lock. Not frequent but creates disruptions for team members.

Basic, but Effective

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

Puntos a favor:

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.

Contras:

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.

It is pretty easy to use and customize.

Puntos a favor:

Made my life easier in terms of conveying directions to end user. Very user-friendly for both end user and development. The interface is relatively easy to navigate and has tons of application in our line of work.

Contras:

As the product is easy to use. The interface is not really complicated and pretty straightforward. And based on what Ian using the product for, I have nothing negative to say about the product.

This is excellent and easy to learn. Great flexibility for implementation. Great product.

Comentarios: Used to set up interactive trouble shooting guide to capture tribal machine and maintenance knowledge, and this worked great. Feed back email great feature to correct/add information to trees.

Puntos a favor:

Easy to learn and setup with flexible implementation techniques to make the presentation of each screen unique. Great support to help resolve any issues. Working on Interactive In-house Trouble Shooting Guide, and great place to capture tribal knowledge.

Contras:

Had to get a separate software to put videos into trees due to IT firewall of facility. Has to have access to internet to work, or pay great price to put in isolated version.

Responsive vendor, industry standards, some integration hiccups

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

Puntos a favor:

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.

Contras:

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

Efficient and easy to use

Puntos a favor:

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

Contras:

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.

Positive from every perspective!

Puntos a favor:

Platform is EXTREAMLY simple to design, implement, manage and scale. In the rare case we had a question, the support team responded very quickly to provide assistance. The team is also very eager to help solve new business problems by adding new functionality to the platform. We are designing new trees across our organization to drive processes optimization.

Contras:

Honestly, cannot think of one. Each time I `think that feature would be nice to have, the team points me to the solution.

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

Puntos a favor:

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.

Contras:

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.

I have multiple trees in Zingtree and I am working on embedding them in my website and other places

Comentarios: I can find out what is really important to prospects regarding their future custom product with my company.

Puntos a favor:

It's pretty easy to build a complex tree. It took me a little bit to figure out the best way, and I still don't understand all the builders, but I haven't taken the time to try to understand them.

Contras:

I wish the visual builder worked better for me. I'm probably using it wrong, but it's all wonky. I just don't have the time to figure it out. I just build manually.

Good end user experience, bad backend experience

Comentarios: The ZenDesk integration is key.

Puntos a favor:

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!

Contras:

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.

Easy, convenient, helpful

Comentarios: 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.

Puntos a favor:

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.

Contras:

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".

Easy for Beginners and Advanced Users

Puntos a favor:

I really appreciate the ease in updating and editing existing trees. I can easily preview my changes before I commit to the new information.

Contras:

I don't like that it is sometimes difficult to navigate the changes in font, size and parameters within a node. I would like to be able to copy information and have the formatting stay consistent.

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

Puntos a favor:

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.

Contras:

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.

Great product...Extremely flexible tool for the contact center environment.

Comentarios: Ability to improve quality and onboarding of contact center staff.

Puntos a favor:

It's flexibility and reliability is what makes the product stand out from similar applications. Would recommend it to ay company that requires a flow three solution.

Contras:

The form aspect of the tool could use a little improvement. We would like to be able to more easily create forms and transmit the data to our data warehouse.

Great Support Team behind the product, really listens to users

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

Puntos a favor:

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.

Contras:

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

Good product, with many upgrades.

Comentarios: Better support quality for our level 1 SD

Puntos a favor:

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

Contras:

- 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

Trees were very easy to build and look great with full ability to add images and format text.

Comentarios: Helps my customers find the answers they want with minimal ongoing staff input.

Puntos a favor:

I found it really easy to customise formatting of each node. Overall the program is very intuitive and easy to use.

Contras:

I had trouble embedding my decision tree into an older version of a Godaddy website builder, but with great support from the Zingtree team we found a work-around that looked great!

Simple, easy, some easy wins for UX fixes

Puntos a favor:

Web design is simple and nice looking. I like the import/export options and the ability to edit using Excel / CSV.

Contras:

Some workflows, like creating new nodes and choosing the type of node, have super small click targets , when they could easily be quite large. Making larger click targets allows me to move faster. I would also like to see keyboard shortcuts / hotkeys.

I'm very happy with this script writing tool. It's made a significant difference in my department!

Puntos a favor:

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

Contras:

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

Useful tool with amazing customer support

Comentarios: Just being able to build the tool. It required a lot of extra framework outside of Zingtree.

Puntos a favor:

The customer support is amazing. I also like the layout of the logic on the overview page - it makes it very easy to follow.

Contras:

The variable limitations. I feel the logic nodes should be able to compute more complex equations taking several variables into account.

Setup was ok, Reporting was confusing.

Puntos a favor:

I thing I like the most was the choose-your-own-adventure way our customers could use the software.

Contras:

The setup was was very difficult especially if the tree had a lot of nodes. Reporting was confusing and it was very difficult to delete test runs or runs per IP easily. Manually doing it 1-by-1 was a chore.

Better flow of work

Puntos a favor:

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.

Contras:

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

We are using Zingtree in our contact center to streamline our call handling process.

Puntos a favor:

I love the support, it is exceptional. I also like how easy it is for my agents to use. The presentation of the flow once you create it, also is awesome.

Contras:

It isn't that intuitive and it can be hard to find videos to show exactly what you need to do. When I am trying to set up flows I often have to reach out for help, that is a little frustrating for me. I also hate that the system doesn't connect with some of our internal systems, our agents log in to way too many systems as is.

The setup and support has been great.

Puntos a favor:

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

Contras:

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