Zingtree

Pros

Great for new hire training as well as existing employees scripting! Zingtree has added many new features and functionality upgrades over the past year that have made wonderful improvements.

Cons

Sometimes it takes a while to get someone to respond when you submit a question or enhancement request through customer service or tech support but they always to respond and help out as they are able!

Pros

ease of creating content
integration with Wordpress - which hosts our knowledge base.
Extremely professional Technical support . support team come back to me in few hours not days.
Seamless purchase
I recommended a feature and they had the technology but they hardened it very quickly. So Webhooks is a great addition.

Cons

cost. could be more economical.
If your tree is very complex with hundreds and thousands of moving pieces - you've to build your trees 'outside' of zingtree . I use workflowy instead and then circle my way back to Zingtree.

Pros

Enabled us to embed a simple decision tree into our website.

Cons

Abruptly removed their free service, rending the time we had spent setting up our embedded decision tree a complete waste.

Pros

We used Zingtree as a knowledge base. What a great way to create "interactive" help for consumers. Zingtree makes it easy with multiple ways to build. There is a bit of a learning curve, but not much. There's so many things you can do with Zingtree, the possibilities are endless. Good for ANY industry.

Cons

We had to move away from Zingtree because of the cost. You have to pay per click...there was no way to IP filter, etc. As our business grew and we became more successful, the cost of Zingtree went up. It just wasn't a viable option for us, but Zingtree was so nice when we told them we were moving away. We sung their praises from the rooftops! A great product that I continue to tell people about today. :)

Pros

The easy go to approach. It is easy to get going and there is a lot of guides and inspiration available + good support!!

Cons

It could be more advanced with possibilities to do more but that will possibly mess with the easy go to approach for new comers.

Pros

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!

Cons

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

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

Pros

Easy to build simple "trees"
Plenty of different styles that help to customize experience
Possibility to add images into questions and options
Excellent support

Cons

Tree can get very complicated and hard to navigate
I think it lacks better UI for more advanced setups where multiple layers are needed

Pros

Very easy to create and maintain even complex decision trees. Zingtree includes adequate API's and tools to access choice data and collect additional user inputs.

Cons

I would have liked to be able to name a node separate to the title displayed to the user. This is a fairly minor con.

Pros

So easy to use! I often try to think of how I can use Zingtree in my current projects. I find the demos super helpful too and have modeled a few projects based on them.

Cons

Sometimes not super intuitive navigating around from the nodes pages- wish it was easier to edit from main pages

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.

Pros

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

Cons

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

Pros

I like how easy it is to set up new trees. There are also a lot of customizable settings. When employees are added to the zingtree admin list, it is easy for them to also figure out how to use the system. When changes need to be made, it is easy to do so and changes are reflected immediately.

Cons

Setting up training simulations is not easy. Wish there were more options for multiple choice and scoring. I do not like how only one user can be signed in at a time.

Pros

The end user experience is great. We use the Zingtree publishing link for an employee to easily navigate to what he needs in a very complicated decision tree.

Cons

We would love easier options for importing from our CRM so the merge fields could be easily populated.

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.

Pros

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

Cons

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.

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.

Pros

I started to kick the program around to see how it worked. The setup was so easy that within 3 hours I had built out a substantial training tool that covered 99% of all decision tree items involved in servicing customers.
What made this extremely easy to use was that I could easily identify decisions that ended up with incomplete endings.
All of our employees now use this to train before engaging with live customers

Cons

As a high volume call center, this slowed down our existing agent productivity. We only use it for training and during the probationary period when learning and precision of message is more important that quantity.

Pros

Zing tree has been a huge help to the company, it was used by my CSR to book calls and categorize them correctly. Its easy to build and easy to use.

Cons

I honestly haven't run across any cons using zingtree. it's been user-friendly and we love it!

Pros

It is extremely easy to use. Required almost no training time to get more employees and running as they could easily figure out most functionality on their own.

Cons

Reporting functionality can be clunky to use. Dashboards/reports aren't as intuitive and I have a hard time accessing a high-level view of where traffic is going throughout a tree.

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.

Pros

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

Cons

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 ;)

Pros

The purpose and design are very good for the end user. Also the ability to upload and customize features is helpful.

Cons

It takes a while to understand the back end experience. Also, there are many layers of functionality which are all visible at once.

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.

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.

Pros

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

Cons

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

Pros

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.

Cons

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.

Pros

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.

Cons

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.

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.

Pros

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.

Cons

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.

Pros

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

Cons

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

Pros

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.

Cons

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

Pros

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

Cons

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.

Pros

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.

Cons

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

Pros

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

Cons

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

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.

Pros

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.

Cons

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.

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.

Pros

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.

Cons

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".

Pros

The feedback function was immensely useful when we were performing beta test runs before implementing it to our entire team and continues to be useful live. We're able to make fixes to errors and update information quickly with feedback from the team! You are also able to quickly jump between scripts as needed.

Cons

Not entirely a fault on Zingtree as it is likely ideal for call scripts, we've been using it for documentation processing decisions as we saw potential in the program's ability to handle this. The tree mapping can quickly get clunky with more information and it's an extra effort to navigate, pull and organize data. We'd love to see Zingtree expand to have more data focused functions.

Pros

Once you start digging in, you see that the possibilities are open-ended. There are several tutorials that provide a full walk-through, but in many scenarios, they're just a starting point if you start thinking out of the box.

I think one of the major pros is that the staff is very receptive to user input. Often if you're trying to find a way to make something work, they'll either help you or include it on the next release.

Cons

There's a bit of a learning curve, but compared to similar services, I wouldn't let it deter you from using it.

Pros

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).

Cons

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

Pros

I used ZingTree about a year ago and found it easy to get up and running and easy to embed into our websites

Cons

I found that re-using pieces of trees to be a bit of a burden. I know you've made some progresses to move it forward

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.

Pros

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

Cons

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.

Pros

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

Cons

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

Pros

It's easy to use. As stated above, the customer support is helpful when setting up your trees. The system overall isn't bad.

Cons

Its hard to make anything look professional without custom html and css. Maybe add more customization or drag and drop capabilities for customers with less technical background

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.

Pros

The clean look and feel as well as the ease of use. This product and the reporting are fantastic. Keep up the good work.

Cons

Times out too easily and lose changes which is frustrating. This appears to be an intermittent issue but one that needs addressing.

Pros

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.

Cons

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.