Zingtree Features

Zingtree

Build interactive decision trees that guide your teams.

4.43/5 (94 reviews)

Competitor Feature Comparison

"What If" Scenarios
AB Testing
API
Access Controls/Permissions
Account Management
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Application Management
Appointment Management
Appointment Scheduling
Assignment Management
Audit Trail
Auto-Responders
Automated Routing
Automatic Call Distribution
Batch Communications
Billing & Invoicing
Blended Call Center
Business Process Automation
CRM
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scripting
Call Transfer
Canned Responses
Case Management
Cataloging/Categorization
Chat/Messaging
Class Scheduling
Client Portal
Collaboration Tools
Communication Management
Computer Telephony Integration
Configurable Workflow
Contact Database
Conversion Rate Optimization
Customer Activity Tracking
Customer Database
Customer Engagement
Customer History
Customer Profiles
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Templates
Dashboard
Data Analysis Tools
Data Import/Export
Decision Support
Diagramming
Discussions / Forums
Document Management
Document Storage
Drag & Drop
Email Distribution
Email Management
Email Templates
Employee Management
Employee Onboarding
Event Triggered Actions
Feedback Management
File Sharing
For Medical Purposes
Forms Management
Full Text Search
Gamification
Health Risk Assessment
Help Desk Management
IT Asset Management
IVR / Voice Recognition
Inbound Call Center
Interaction Tracking
Interactive Content
Inventory Management
Issue Management
Issue Scheduling
Knowledge Base Management
Knowledge Management
Lead Qualification
Live Chat
Manual Dialer
Mobile Access
Multi-Channel Communication
Multi-Channel Data Collection
Negative Feedback Management
Network Monitoring
No-Code
Offline Form
On-Demand Communications
Online Forms
Organizational Charting
Outbound Call Center
Performance Management
Performance Metrics
Personalization
Prioritization
Process Modeling & Designing
Project Management
Queue Management
Quotes/Estimates
Real Time Analytics
Real Time Notifications
Real Time Reporting
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Updates
Reporting & Statistics
Reporting/Analytics
Revision History
Role-Based Permissions
Routing
Rules-Based Workflow
SMS Messaging
SSL Security
Screen Sharing
Secure Login
Self Service Portal
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Task Management
Template Management
Templates
Text Editing
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Usage Tracking/Analytics
Visual Workflow Management
Widgets
Workflow Configuration
Workflow Management
Learn moreCompare App
"What If" Scenarios
AB Testing
API
Access Controls/Permissions
Account Management
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Application Management
Appointment Management
Appointment Scheduling
Assignment Management
Audit Trail
Auto-Responders
Automated Routing
Automatic Call Distribution
Batch Communications
Billing & Invoicing
Blended Call Center
Business Process Automation
CRM
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scripting
Call Transfer
Canned Responses
Case Management
Cataloging/Categorization
Chat/Messaging
Class Scheduling
Client Portal
Collaboration Tools
Communication Management
Computer Telephony Integration
Configurable Workflow
Contact Database
Conversion Rate Optimization
Customer Activity Tracking
Customer Database
Customer Engagement
Customer History
Customer Profiles
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Templates
Dashboard
Data Analysis Tools
Data Import/Export
Decision Support
Diagramming
Discussions / Forums
Document Management
Document Storage
Drag & Drop
Email Distribution
Email Management
Email Templates
Employee Management
Employee Onboarding
Event Triggered Actions
Feedback Management
File Sharing
For Medical Purposes
Forms Management
Full Text Search
Gamification
Health Risk Assessment
Help Desk Management
IT Asset Management
IVR / Voice Recognition
Inbound Call Center
Interaction Tracking
Interactive Content
Inventory Management
Issue Management
Issue Scheduling
Knowledge Base Management
Knowledge Management
Lead Qualification
Live Chat
Manual Dialer
Mobile Access
Multi-Channel Communication
Multi-Channel Data Collection
Negative Feedback Management
Network Monitoring
No-Code
Offline Form
On-Demand Communications
Online Forms
Organizational Charting
Outbound Call Center
Performance Management
Performance Metrics
Personalization
Prioritization
Process Modeling & Designing
Project Management
Queue Management
Quotes/Estimates
Real Time Analytics
Real Time Notifications
Real Time Reporting
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Updates
Reporting & Statistics
Reporting/Analytics
Revision History
Role-Based Permissions
Routing
Rules-Based Workflow
SMS Messaging
SSL Security
Screen Sharing
Secure Login
Self Service Portal
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Task Management
Template Management
Templates
Text Editing
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Usage Tracking/Analytics
Visual Workflow Management
Widgets
Workflow Configuration
Workflow Management
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"What If" Scenarios
AB Testing
API
Access Controls/Permissions
Account Management
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Application Management
Appointment Management
Appointment Scheduling
Assignment Management
Audit Trail
Auto-Responders
Automated Routing
Automatic Call Distribution
Batch Communications
Billing & Invoicing
Blended Call Center
Business Process Automation
CRM
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scripting
Call Transfer
Canned Responses
Case Management
Cataloging/Categorization
Chat/Messaging
Class Scheduling
Client Portal
Collaboration Tools
Communication Management
Computer Telephony Integration
Configurable Workflow
Contact Database
Conversion Rate Optimization
Customer Activity Tracking
Customer Database
Customer Engagement
Customer History
Customer Profiles
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Templates
Dashboard
Data Analysis Tools
Data Import/Export
Decision Support
Diagramming
Discussions / Forums
Document Management
Document Storage
Drag & Drop
Email Distribution
Email Management
Email Templates
Employee Management
Employee Onboarding
Event Triggered Actions
Feedback Management
File Sharing
For Medical Purposes
Forms Management
Full Text Search
Gamification
Health Risk Assessment
Help Desk Management
IT Asset Management
IVR / Voice Recognition
Inbound Call Center
Interaction Tracking
Interactive Content
Inventory Management
Issue Management
Issue Scheduling
Knowledge Base Management
Knowledge Management
Lead Qualification
Live Chat
Manual Dialer
Mobile Access
Multi-Channel Communication
Multi-Channel Data Collection
Negative Feedback Management
Network Monitoring
No-Code
Offline Form
On-Demand Communications
Online Forms
Organizational Charting
Outbound Call Center
Performance Management
Performance Metrics
Personalization
Prioritization
Process Modeling & Designing
Project Management
Queue Management
Quotes/Estimates
Real Time Analytics
Real Time Notifications
Real Time Reporting
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Updates
Reporting & Statistics
Reporting/Analytics
Revision History
Role-Based Permissions
Routing
Rules-Based Workflow
SMS Messaging
SSL Security
Screen Sharing
Secure Login
Self Service Portal
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Task Management
Template Management
Templates
Text Editing
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Usage Tracking/Analytics
Visual Workflow Management
Widgets
Workflow Configuration
Workflow Management
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Zingtree Feature Reviews

25 reviewers had the following to say about Zingtree's features:

Nate S.

Great tool, CSR was a fantastic contact to answer all of the questions we had.

2018-07-26

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

Pros

Usability and great knowledge base if we needed anything small-scale.

Cons

It has very limited API integration at this point in time.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Retail company, 1001-5000 employees)

Has been a great tool for experimenting with decision tree in our customer service organization

2018-06-19

Pros

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Monthly

Source: Capterra
Helpful?   Yes   No
Read more
Noa A.

Zingtree is very user friendly and helpful for survey development

2018-06-18

Pros

The setup screen is visually intuitive and user friendly. I love the way the Zingtree quiz looks on our website.

Cons

Sometime I get confused about how to use certain function, like generating customizable reports for survey users.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Monthly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Vincentas K.

We tried to use it for internal training and it should not be used this way

2019-08-13

Build internal knowledge base and troubleshooting tool

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Occasionally

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Jennifer P.

Great concept - still trying to get it to work

2018-06-19

Customer service ticket reduction

Pros

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

Cons

It was difficult to set up and integrate.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

3/10
Source: Capterra
Helpful?   Yes   No

Response from Zingtree


We worked with Jen and Regina on this, and from our last conversation the Freshdesk setup was working fine. We haven't heard back since, but if there are still issues please let me know.

We've tested here as well.

Read more
Brian K.

ZIngtree does what we need it to and we like it

2018-06-22

We hope to have an end user self-service website.

Pros

Clean UI and the end user experience is really nice.

Cons

I can't throw anyone on the project, the people I've tried to get to take over building support trees get overwhelmed.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Occasionally

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

This is excellent and easy to learn. Great flexibility for implementation. Great product.

2018-06-21

Used to set up interactive trouble shooting guide to capture tribal machine and maintenance knowledge, and this worked great.

Pros

Working on Interactive In-house Trouble Shooting Guide, and great place to capture tribal knowledge.

Cons

Has to have access to internet to work, or pay great price to put in isolated version.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Emanuela F.

Very helpful tool to ensure consistency across customer experience

2018-06-18

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
A verified reviewer

Bill from ZingTree was a wonderful person to work with.

2018-07-26

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

Pros

Easy to use, easily integratable with ZenDesk and other software.

Cons

More API options would be nice, not just email node support.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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John H.

Easy to use for any decision tree, loaded with options, and great support!

2018-06-21

Ease of use, quick customizations.

Pros

The customer support I've received has been incredible, the live chat and the phone support has been extremely helped.

Cons

I've noticed a few bugs along the way, but the support team has been pretty good about fixing them.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Monthly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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NISARGKUMAR P.

ZingTree was a fun tool to work with. It was very straightforward

2018-07-25

Pros

I know it uses the concept of tree data structure but having it laid out on an interactive UI was the best part.

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Source: Capterra
Helpful?   Yes   No
Read more
Brooke P.

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

2018-06-19

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

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Yogesh S.

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

2018-06-20

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

Pros

ease of creating content integration with Wordpress - which hosts our knowledge base.

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

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Internet company, 1001-5000 employees)

The modern way to draw process maps

2018-06-19

It's so much easier to keep our process maps up to date and gather feedback form support agents!

Pros

Allow you to easily keep up to date your process map, get feedback from users, quite intuitive to use.

Cons

A great added feature would be the auto-generation of the full process map to be able to see the process map in one glance

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Alexis G.

Zingtree was the perfect solution for an interactive troubleshooting walkthrough tool.

2018-06-28

Pros

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

My images were not responsive to mobile devices.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Occasionally

Source: Capterra
Helpful?   Yes   No
Read more
tracy c.

Used Zingtree to aid temp workers during a busy time of the year

2018-06-21

Helped during the busy part of the year when we had a lot of brand new people

Pros

Nice user interface! The flexibility in creation of flow charts is very nice.

Cons

If the steps are not written out clearly, it is easy for new employees to get lost.

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Internet company, 1001-5000 employees)

Responsive vendor, industry standards, some integration hiccups

2018-06-21

Scalability, ease of editing frequently changing processes, and granular data capture lost with previous solution.

Pros

Scalable, nice UI, good data gathering, and thus far no downtime at all.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
David F.

Awesome Software - Amazing Time Saver

2018-08-01

Immense reduction in response time and time spent per customer.

Pros

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.

Cons

The other downside is that it is a little difficult to navigate on the back-end when you are integrating it the software.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Fran L.

Very easy to set up and edit

2018-06-21

Pros

I liked the easy set-up, it did not take a lot of time before we had a base version running.

Cons

The editing itself is easy once you know how.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No

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

Read more
Kevin S.

Very functional automated troubleshooting

2018-06-21

Pros

Allows easy customization with videos, pictures, and links.

Cons

-Gets very messy and convoluted with large trees -Reports could be better set up to provide tracking and session information

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Debbie M.

Does exactly as promised

2015-08-04

The tools are solid - we use the Visual Designer AND the more text oriented overview for cleanup and tweaking. The reporting is great too.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Vincentas K.

It did everything we wanted to

2018-09-26

Pros

- easy to use - fast start - seamless integration

Cons

- Design options could be better - Could have even more integrations with other platforms

Rating breakdown

Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Doug S.

Positive from every perspective!

2018-06-23

Pros

Platform is EXTREAMLY simple to design, implement, manage and scale.

Cons

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

Time used: 1-2 years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Deanna W.

Good end user experience, bad backend experience

2018-06-28

The ZenDesk integration is key.

Pros

We chose Zingtree above other platforms because of its integration with ZenDesk.

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Occasionally

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No

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

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Isaac W.

Overall my experience with Zingtree has been great.

2018-06-19

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.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Zingtree


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...

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