Zingtree Reviews

"Quick, efficient, great training tool. Downside is it can be sometime glitch y."

Comments: Compliance is 100% improved from this time last time. There is another huge bonus in that it has reduced the time required for our team members to understand and use the script. However there are numerous communication issues it has with salesforce that create major issues in the pitch and flow. These mistakes while easy for me to identify are not easy for team members to fix.

Pros: Ease of use for team members. Great scripting tool for compliance. Greatly reduces on boarding time.

Cons: It can be glitchy and screens can lock. Not frequent but creates disruptions for team members.

"Very easy to set up and edit"

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

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

Comments: 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!

"Easy to use with ALOT of advanced possibilities."

Comments: More fcr, easy internal and external help center

Pros: The easy go to approach. It is easy to get going and there is a lot of guides and inspiration available + good support!!

Cons: It could be more advanced with possibilities to do more but that will possibly mess with the easy go to approach for new comers.

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

Pros: Zingtree's backend interface is extremely intuitive and user friendly. U.S. Boiler has been able to easily and accurately create troubleshooting walkthroughs for U.S. Boiler products. 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: The only issue I've experienced with Zingtree is the sizing of imagery. My images were not responsive to mobile devices. However, I did reach out to a representative of Zingtree and my problem was promptly resolved.

"Awesome Software - Amazing Time Saver"

Comments: 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: 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.

Cons: 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.

"Good end user experience, bad backend experience"

Comments: 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.

"Overall my experience with Zingtree has been great."

Comments: 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.

"Very easy to set up. I wish there were a few more features."

Pros: I like how easy it is to set up new trees. There are also a lot of customizable settings. When employees are added to the zingtree admin list, it is easy for them to also figure out how to use the system. When changes need to be made, it is easy to do so and changes are reflected immediately.

Cons: Setting up training simulations is not easy. Wish there were more options for multiple choice and scoring. I do not like how only one user can be signed in at a time.

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

Comments: Used to set up interactive trouble shooting guide to capture tribal machine and maintenance knowledge, and this worked great. Feed back email great feature to correct/add information to trees.

Pros: Easy to learn and setup with flexible implementation techniques to make the presentation of each screen unique. Great support to help resolve any issues. 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.

"A great tool for helping our customers"

Comments: We were able to automate the debugging some of the most difficult issues we face with our customers.

Pros: 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.

Cons: 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'm very happy with this script writing tool. It's made a significant difference in my department!"

Pros: It is very easy to use for my employees. It's now as if I was personally speaking to each prospect we talk to.

Cons: I wish it was a little easier to use only some nodes from other trees without copying the entire tree over.

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

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

Pros: It is great for people who know how to follow flow charts.
Nice user interface! The flexibility in creation of flow charts is very nice.
Good for an environment with many users

Cons: If the steps are not written out clearly, it is easy for new employees to get lost. Note really a problem in zingtree, but rather a user error ;)

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

Comments: 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. I like the different ways to create trees, it gives it flexibility.

Cons: Unfortunately, the user interface is not the most friendly to use. It has very limited API integration at this point in time.

"Was easy to setup and meets our needs"

Comments: Helped our after hours support.

Pros: Easy to learn/implement, features are straight forward with already pre-set themes.
Ability to have multiple level permissions is a plus also.

Cons: Could use more updated forms.
Themes seem to be limited.
Some sites are not fully compatible with browser settings.

"So easy to use- I try to think of projects in which I can use it!"

Pros: 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.

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

"Great concept - still trying to get it to work"

Comments: Customer service ticket reduction

Pros: Incredible features and capabilities. We are really relying on this software to deflect customer service tickets and improve self-service troubleshooting.

Cons: Very expensive and we can't get it to work correctly with Freshdesk, but we have still been charged for clicks. It was difficult to set up and integrate.

"If you need contact center scripting, this is it"

Comments: Need to establish a decision tree mapping for a contact center team of 5 users.

Pros: Easy to use, setup and build process tree mapping and decision for scripting teams. This tool will have your teams hassle free of problems and knowing what to do next in what concerns a decision.

Cons: Nothing really. Its easy to setup, develop and implement. Maybe the user experience could be a little more improved when you need to change some paths inside the tree.

"Amazingly intuitive software for building decision trees"

Comments: I've found Zingtree to be a really useful program over the last few months to create interactive decision trees. They have a few different ways to get started, and the Wizard tool is great for building trees just by answering questions and filling in the blanks. 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.

"Useful tool with amazing customer support"

Comments: Just being able to build the tool. It required a lot of extra framework outside of Zingtree.

Pros: The customer support is amazing. I also like the layout of the logic on the overview page - it makes it very easy to follow.

Cons: The variable limitations. I feel the logic nodes should be able to compute more complex equations taking several variables into account.

"The modern way to draw process maps"

Comments: 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. This definitively

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

"ZingTree has been easy to use and provided such a valuable resource to us."

Pros: I like how easy it is to edit and maintain the tree. I like the newest feature where you can click on the attached nodes.

Cons: The only view I don't like is the designer view as our tree is large and its not feasible to use this view.

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

Comments: 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.

"It is pretty easy to use and customize."

Pros: Made my life easier in terms of conveying directions to end user. Very user-friendly for both end user and development. The interface is relatively easy to navigate and has tons of application in our line of work.

Cons: As the product is easy to use. The interface is not really complicated and pretty straightforward. And based on what Ian using the product for, I have nothing negative to say about the product.

"We use Zingtree to manage the steps and script of a multi-step direct marketing campaign."

Comments: The ability to build and manage the steps and scripting of a huge campaign while preserving a simple end-user experience has greatly improved the organization and efficiency or our direct marketing efforts.

Pros: 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.

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