Zingtree Reviews

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

I would like to see the ability to add images to buttons, without having to use code.

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.

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.

The support team was extremely adaptable. When a feature was removed that our business finds imperative, they worked with us to provide the solution we needed.

There was some lag time in re-instituting the change, however it was not beyond the normal development timeframe.

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.

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.

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...

I love the smooth user friendly interface. The flexibility in creating job specific trees. The complete ease of use for a wide variety of agents. It takes a lot of guess work out out of difficult systems.

The development of existing trees can be a little hard at times. Especially when the tree is very large. It is very easy to get "lost".

The feedback function was immensely useful when we were performing beta test runs before implementing it to our entire team and continues to be useful live. We're able to make fixes to errors and update information quickly with feedback from the team! You are also able to quickly jump between scripts as needed.

Not entirely a fault on Zingtree as it is likely ideal for call scripts, we've been using it for documentation processing decisions as we saw potential in the program's ability to handle this. The tree mapping can quickly get clunky with more information and it's an extra effort to navigate, pull and organize data. We'd love to see Zingtree expand to have more data focused functions.

It's easy to use. As stated above, the customer support is helpful when setting up your trees. The system overall isn't bad.

Its hard to make anything look professional without custom html and css. Maybe add more customization or drag and drop capabilities for customers with less technical background

The end user experience is great. We use the Zingtree publishing link for an employee to easily navigate to what he needs in a very complicated decision tree.

We would love easier options for importing from our CRM so the merge fields could be easily populated.

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.

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.

It's flexibility and reliability is what makes the product stand out from similar applications. Would recommend it to ay company that requires a flow three solution.

The form aspect of the tool could use a little improvement. We would like to be able to more easily create forms and transmit the data to our data warehouse.

I love the flexibility of how you are able to put all kinds of data/images/videos into the steps you present. The drag and drop tool for building out the flows is quite nice too. It can be a bit clunky from time to time, but overall it helps out great.

I wish the intercom integration worked a little better. I don't really think I've ever been able to successfully make it function for us, but i may not have been doing something right. This also ties into the hosting options, which while it works, was a little clunky to set up too. Overall though we love the tool and its saved us lots of time

I started to kick the program around to see how it worked. The setup was so easy that within 3 hours I had built out a substantial training tool that covered 99% of all decision tree items involved in servicing customers. What made this extremely easy to use was that I could easily identify decisions that ended up with incomplete endings. All of our employees now use this to train before engaging with live customers

As a high volume call center, this slowed down our existing agent productivity. We only use it for training and during the probationary period when learning and precision of message is more important that quantity.

Zing tree has been a huge help to the company, it was used by my CSR to book calls and categorize them correctly. Its easy to build and easy to use.

I honestly haven't run across any cons using zingtree. it's been user-friendly and we love it!

Zing tree is easy to use for both our agents and our admins. We like that we can tie together smaller trees and provide a robust support system for our agents.

Sometimes the menu structures are a little bit clunky and can make the build a little confusing on trees that have many options.

The ease of use, make complex things easy. Ease of use to link multiple decision trees in just one big roadbook for solving rather complex IT problems for EndUsers

I 'mis' the possibility to change the font of the Enduser view I 'mis' the possibility to change the fontsize of the Enduser view I 'mis' the possibility (or have not found it yet) the possibility to give imported pictures 'relative" sizes which follow the size of the popup for the EndUser view

The interface is very easy to use and make trees that are very easy to use by operator. The GUI is simple and it is easy to move inside the trees.

When we have too much nodes, could be easy to get lost. It might be cool to have more editors for the plan we have.

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.

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.

Once you start digging in, you see that the possibilities are open-ended. There are several tutorials that provide a full walk-through, but in many scenarios, they're just a starting point if you start thinking out of the box. I think one of the major pros is that the staff is very receptive to user input. Often if you're trying to find a way to make something work, they'll either help you or include it on the next release.

There's a bit of a learning curve, but compared to similar services, I wouldn't let it deter you from using it.

The flexibility of Zingtree allows me to capture multiple business requirements with one system. currenty we have workflows built for our call center teams, but plan to expand to all of our operational work groups in the future.

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

It is responsive and easy to use on the agent side, no server issues so far, offers great platform to build instructional guides for employees.

Development was difficult at first but after time it is manageable. Editing can get a little tricky especially in design mode.

Being able to jump from step to step very easily helped us apply the required process in a very efficient way. And helped our agents to effectively use it.

The fact that not all users can see the whole process map in 1 picture/screen. If I'm not wrong that functionality is not available for our agents.

So easy to use! I often try to think of how I can use Zingtree in my current projects. I find the demos super helpful too and have modeled a few projects based on them.

Sometimes not super intuitive navigating around from the nodes pages- wish it was easier to edit from main pages

The application is easy to use overall. I prefer to build my trees freehanded rather than using the pre-defined templates.

I would like to see more style options; choices other than just panels or buttons and more font selections would be nice.

quick set up and did everything it said it would do and more! So many use cases that this product is good for.

I don't like the pricing model. I would rather pay flat fee and know exactly what I am getting. I would like to encourage our team to use it more, but I am charged the more they use it. I completely understand as this is a standard pricing model for SAAS.

Software easy to use . The wizard makes creating the tree very easy. Publishing the tree is also very easy.

Finding help through FAQs not so great. Starting out is a bit slow. There can be different ways of doing the same task and figuring out which method to use is not immediately obvious. I tried logging into this form but it would not let me fill in job title and organization name and therefore not let me submit this form.