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.
Honestly, cannot think of one. Each time I `think that feature would be nice to have, the team points me to the solution.
The ZenDesk integration is key.
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!
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:
We're continuing to improve Zingtree based upon our customer's feedback, and in general your comments are really helpful.
Likelihood to recommend: 5/10
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).
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
Hi Fran -
Thanks for the review. If you have any specific suggestions on how to improve editing, we'd love to hear them. Just about all of our product updates are customer driven.
Please reach out to me at firstname.lastname@example.org if you'd like to share your ideas.
Execution Accuracy. Operational Efficiency Improved resource utilisation Improved experience for our support teams.
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.
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.
Likelihood to recommend: 10/10
Easy to use, easily customizable, great for new hires and scripting alike!
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.
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!
Likelihood to recommend: 10/10
Zingtree's subscription pricing starts at $12/month