Zingtree Features

Zingtree

Build your own question & answer style troubleshooters

4.43/5 (90 reviews)

Zingtree Feature Summary

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

Customer Service & Support Feature Comparison

Most popular features of all Customer Service & Support apps

API (144 other apps)
Activity Dashboard (64 other apps)
Automatic Notifications (69 other apps)
CRM Integration (61 other apps)
Chat (145 other apps)
Contact History (62 other apps)
Customizable Branding (63 other apps)
Customizable Templates (51 other apps)
Email Integration (67 other apps)
Instant Messaging (77 other apps)
Knowledge Base (87 other apps)
Monitoring (68 other apps)
Multi-Channel Communication (63 other apps)
Prioritizing (59 other apps)
Reporting & Statistics (76 other apps)
Social Media Integration (64 other apps)
Surveys & Feedback (64 other apps)
Third Party Integration (79 other apps)
Ticket Management (56 other apps)
Workflow Management (54 other apps)

Competitor Feature Comparison

Zingtree Feature Reviews

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

Nate Sudney

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
Deanna Wilbur

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

There is also the issue of the history of the decision tree in the ZenDesk integration.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Other

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

Read more
Noa Appleton

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
Isaac Wexman

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. 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.

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...

Read more
Vincentas Karciauskas

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
Jennifer Paldino

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
Lonnie Jackson

Does more than I expected

2018-06-20

Pros

currenty we have workflows built for our call center teams, but plan to expand to all of our operational work groups in the future.

Cons

Integration with our level of highly secured IE11 creates issues with some of the functions of your software.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

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

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

2018-06-20

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.

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
Emanuela Ferrari

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
Read more
Brooke Peterson

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
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

Sometimes user innovation is stiffled by an approach to Zendesk integration that is rather rigid.

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
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

It is extremely easy to use.

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
Gadi Vered

pretty good experience, friendly support - open to hearing about feature requests.

2018-06-25

Pros

troubleshooting tool for customers on our help center which allows the customer to understand if they have a hardware issue and what to do with it.

Cons

Need to implement a procedural workflow to guide/restrict agents on how to work a ticket.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Regina Colao

The setup and support has been great.

2018-06-26

Pros

Makes things really easy for our customers as it allows all of the information to be in one place and integrate together

Cons

I have not had a negative experience so far. Even when I ran into issues the support team was able to help us quickly

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
Content Marketing Specialist (Marketing and Advertising company, 1-10 employees)
Verified Reviewer

Amazingly intuitive software for building decision trees

2016-04-19

While it takes a little time to think about the best plan of action before jumping in, the platform is super easy to use once you get the hang of it -- they have a blog and FAQ full of helpful tips and integrations, too.

Pros

Knowledgeable team, good interface, helpful and informative process.

Cons

Monthly payment plan isn't ideal for my setup.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: Less than 6 months

Source: GetApp
Helpful?   Yes   No
Read more
Kevin Sullivan

Very functional automated troubleshooting

2018-06-21

Pros

Customers can assist themselves without needing to use a contact form.

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
NISARGKUMAR PATEL

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
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

Had to get a separate software to put videos into trees due to IT firewall of facility. 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
Fran Lan

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

More templates would be a nice addition

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
tracy castle

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)

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
David Fisher

Awesome Software - Amazing Time Saver

2018-08-01

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

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
Sabriena Vanisi

Great experience! It's super affordable and works great!

2018-06-24

Pros

I like that it is super customizable. I can make it look like pretty much anything and can tweak it to fit my different departments.

Cons

It's super tedious to edit when you get tons of nodes. It's complicated to update and find one thing if your tree is massive.

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
Anonymous
A verified reviewer

I use zingtree to help customers make informed decisions on which service is right for them.

2018-06-18

Helps customers make quick decisions.

Pros

I like how the decision tree is completely customizable from top to bottom.

Cons

Further customization for the buttons would be a huge plus. There are some options, but opening up the html code would allow for more colors or button sizes.

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