Who Uses This Software?

Interactive decision trees are a great solution for any business, project, or person looking to save time and money by streamlining redundant processes both internally and externally.

Average Ratings

93 reviews
  • Overall 4.4 / 5
  • Ease of Use 4.4 / 5
  • Customer Service 4.5 / 5
  • Features 4.2 / 5
  • Value for Money 4.4 / 5

Product Details

  • Starting Price US$79.00/month
  • Free Version No
  • Free Trial Yes
  • Deployment Cloud, SaaS, Web
  • Training Live Online
    Documentation
  • Support Business Hours
    Online

Vendor Details

  • Zingtree
  • http://zingtree.com
  • Founded 2014

About Zingtree

Zingtree allows you to create, customize, deploy and analyze interactive decision trees, process guides, and agent call scripts that live on your website.

With Zingtree, it's incredibly easy to help customers self-solve problems, better navigate websites and products, and intelligently route to the right information for any process (internal or customer-facing).

Integrations with Zendesk, Salesforce, Freshdesk, WordPress, Slack, Zapier, and more are available for free.

Zingtree Features

  • Access Controls/Permissions
  • Alerts/Notifications
  • Business Process Automation
  • Business Rules Management
  • Collaboration
  • Process Change Tracking
  • Process Mapping
  • Process Modeling & Designing
  • Visual Workflow Management
  • Blended Call Centre
  • Call Logging
  • Call Scripting
  • Call recording
  • Campaign Management
  • Escalation Management
  • Inbound Call Centre
  • Interactive Voice Response
  • Manual Dialer
  • Outbound Call Centre
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real-time Chat
  • Reporting/Analytics
  • Alerts / Escalation
  • Appointment Management
  • Call Centre Management
  • Email Management
  • Knowledge Base
  • Live Chat
  • Performance Metrics
  • Queue Management
  • Self Service Portal
  • Social Media Integration
  • Surveys & Feedback
  • Virtual Assistant
  • Workflow Management
Vendor has not completed this information.
  • Collaboration
  • Diagramming
  • Drag & Drop
  • Organisational Charting
  • Process Mapping
  • Revision Management
  • Templates
  • Text to Chart
Vendor has not completed this information.

Zingtree Most Helpful Reviews

Awesome Software - Amazing Time Saver

Reviewed on 01/08/2018
David F.
Customer Service Representative
Used the Software for: 6-12 months
Reviewer Source 
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: 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.

Good end user experience, bad backend experience

Reviewed on 28/06/2018
Deanna W.
Knowledge & Content Manager
Used the Software for: 1-5 months
Reviewer Source 
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: 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.

Vendor Response

by Zingtree on 30/07/2018

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

Overall my experience with Zingtree has been great.

Reviewed on 19/06/2018
Isaac W.
Program Manager, Customer Operations
Transportation/Trucking/Railroad, 51-200 Employees
Used the Software for: 6-12 months
Reviewer Source 
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: Zingtree helps our agents provide consistent support to our customers and allows them to easily follow complex processes.

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.

Vendor Response

by Zingtree on 20/06/2018

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...

Very helpful tool to ensure consistency across customer experience

Reviewed on 18/06/2018
Emanuela F.
Operations Manager
Used the Software for: 2+ years
Reviewer Source 
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: consistency of our users verification process which was previously completely based on tribal knowledge

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

Easy, convenient, helpful

Reviewed on 21/06/2018
Jessica P.
Training Supervisor
Telecommunications, 51-200 Employees
Used the Software for: 1+ year
Reviewer Source 
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: 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.

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".

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