Zingtree

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.

Overall: I'm really happy with the features, quality and pricing. The support has also been immediate and thorough

Pros: - easy to use

- fast start

- seamless integration

Cons: - Design options could be better

- Could have even more integrations with other platforms

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.

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

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.

Overall: 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: 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.

Overall: Company has been more effective in the troubleshooting aspect of ZingTree!

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.

Overall: There are a lot of great benefits to this software, from building a system to interacting with the APIs.

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: 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.

Cons: It is difficult to insert extra node within a complete decision tree. It often times throws off the entire flow of the tree.

Overall: 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.

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: 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.

Overall: The ZenDesk integration is key.