Zingtree Pricing, Features, Reviews & Comparison of Alternatives

Zingtree

Build your own question & answer style troubleshooters

4.42/5 (93 reviews)

Zingtree overview

What is Zingtree?

Zingtree helps streamline support processes by guiding customers and agents through complex processes easily. Customer Support teams and Contact Centers can both take advantage of Zingtree interactive tools to quickly create question & answer style decision trees to promote self-service, develop custom agent scripts and more.

Beyond step-by-step troubleshooters and agent scripting solutions, Zingtree offers a complete package of integrations and full analytics capabilities (for decision trees and scripts) to continually improve on support processes. Zingtree integrates with CRM and chat systems such as Zendesk, Salesforce, Freshdesk, Zopim and Intercom, as well as Wordpress for seamless support.

Introducing Zingtree interactive tools into a workflow will allow customers to self-help, agents to follow best practices, and Contact Center or customer support teams to completely streamline every interaction.
zingtree.com

Pricing

Starting from
$12/month
Pricing options
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States

Supported languages

English
Zingtree screenshotCreate Interactive Decision Tree Troubleshooters with ZingtreeZingtree screenshotZingtree screenshotZingtree screenshotZingtree screenshotZingtree screenshotZingtree screenshotZingtree screenshot

Zingtree reviews

Value for money
Features
Ease of use
Customer support
  4.4
  4.2
  4.4
  4.5
Doug Smith

Positive from every perspective!

Used daily for 1-2 years
Reviewed 2018-06-23
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

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Deanna Wilbur

Good end user experience, bad backend experience

Used occasionally for less than 6 months
Reviewed 2018-06-28
Review Source: Capterra

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.

Response from Zingtree


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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 5/10

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Fran Lan

Very easy to set up and edit

Used daily for 6-12 months
Reviewed 2018-06-21
Review Source: Capterra

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

Response from Zingtree


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 bill@zingtree.com if you'd like to share your ideas.

Thanks,

Bill Dettering
Zingtree
https://zingtree.com

Rating breakdown

Value for money
Ease of use
Features
Customer support

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Yogesh Shinde

Love it! Use to create comprehensive trees to assist support teams

Used weekly for 2+ years
Reviewed 2018-06-20
Review Source: Capterra

Execution Accuracy. Operational Efficiency Improved resource utilisation Improved experience for our support teams.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Brooke Peterson

Zingtree was just what we needed for our call center to troubleshoot!

Used daily for 1-2 years
Reviewed 2018-06-19
Review Source: Capterra

Easy to use, easily customizable, great for new hires and scripting alike!

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!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Zingtree pricing

Starting from
$12/month
Pricing options
Free trial
Subscription
View Pricing Plans

Zingtree's subscription pricing starts at $12/month

Zingtree features

API
Alerts / Escalation
CRM Integration
Chat
Knowledge Base Management
Surveys & Feedback

Activity Dashboard (109 other apps)
Automatic Notifications (103 other apps)
Customizable Branding (118 other apps)
Email Integration (98 other apps)
Instant Messaging (101 other apps)
Monitoring (108 other apps)
Multi-Channel Communication (105 other apps)
Multi-Language (73 other apps)
Real Time Monitoring (75 other apps)
Reporting & Statistics (123 other apps)
Social Media Integration (87 other apps)
Support Ticket Management (77 other apps)
Third Party Integration (142 other apps)
Workflow Management (78 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

Additional information for Zingtree

Key features of Zingtree

  • Interactive troubleshooters for customer self-service
  • Track and analyze how your customers are using Support
  • Use internally for employee HR
  • Insights on customer click-throughs on support
  • Customized agent scripting
  • Test different variables and see which gain traction.
  • Integration with live chat tools
View All Features

Benefits

Easy-to-build troubleshooter decision trees give customers on-demand, interactive self-service with a question & answer style format. Troubleshooters can be customized for a brand, embedded to a site and made simple for customers to find solutions or answers on their own.

Agent scripts allow support representatives to follow internals scripts that are standardized to your brand and follow best practices. This keeps interactions more consistent, customers happy and agents updated.

Zingtree integrates perfectly with Zendesk, Salesforce, Freshdesk and other CRM systems, and also offers plugins for Wordpress, Zopim and Intercom.

Access full Q&A transcripts of every journey through your troubleshooters. Transcripts can be delivered along with any support email, ticketing and CRM platforms, live chat applications and more.

Powerful analytics & reports give you valuable insight about how decision trees are being used and where customers are having issues, so you can continually optimize your decision trees and scripts.