Zingtree Reviews
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96 Reviews
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Awesome Software - Amazing Time Saver
Reviewed on 1/08/2018
Immense reduction in response time and time spent per customer. Customer issues are solved in at...
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.
- Industry: Transportation/Trucking/Railroad
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Overall my experience with Zingtree has been great.
Reviewed on 19/06/2018
Zingtree helps our agents provide consistent support to our customers and allows them to easily...
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.
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...
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Great Support Team behind the product, really listens to users
Reviewed on 25/06/2018
one of the only softwares out there to help our situation, and overall great product
one of the only softwares out there to help our situation, and overall great product
Pros
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.
Cons
There was some lag time in re-instituting the change, however it was not beyond the normal development timeframe.
- Industry: Telecommunications
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Easy, convenient, helpful
Reviewed on 21/06/2018
As the Training Supervisor for a company I get wide range of benefits from the use of Zingtree. ...
As the Training Supervisor for a company I get wide range of benefits from the use of Zingtree. From the classroom, to the floor, and finally continued education there is benefit from Zingtree along the whole way.
Pros
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.
Cons
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".
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
Team is really available to help and they are knowledgeable about their own system and...
Reviewed on 22/06/2018
Pros
It's easy to use. As stated above, the customer support is helpful when setting up your trees. The system overall isn't bad.
Cons
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
- Industry: Automotive
- Company size: 51–200 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 6.0 /10
A powerful decision tree tool with a slight learning curve.
Reviewed on 16/10/2019
Overall it's been a great additional tool for decision making and collecting data to further our...
Overall it's been a great additional tool for decision making and collecting data to further our efforts towards efficiency.
Pros
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.
Cons
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.
- Industry: Insurance
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 8.0 /10
We use Zingtree to manage the steps and script of a multi-step direct marketing campaign.
Reviewed on 15/06/2018
The ability to build and manage the steps and scripting of a huge campaign while preserving a...
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.
- Industry: Security & Investigations
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Great experience! It's super affordable and works great!
Reviewed on 24/06/2018
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.
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
A standout product that does exactly what it claims to
Reviewed on 21/06/2018
Pros
The clean look and feel as well as the ease of use. This product and the reporting are fantastic. Keep up the good work.
Cons
Times out too easily and lose changes which is frustrating. This appears to be an intermittent issue but one that needs addressing.
- Industry: Hospital & Health Care
- Company size: 1,001–5,000 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Great product...Extremely flexible tool for the contact center environment.
Reviewed on 20/06/2018
Ability to improve quality and onboarding of contact center staff.
Ability to improve quality and onboarding of contact center staff.
Pros
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.
Cons
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.
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 6.0 /10
pretty good experience, friendly support - open to hearing about feature requests.
Reviewed on 25/06/2018
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
We were hoping for more ticket workflow enforcement for the agent side in Zendesk. Need to implement a procedural workflow to guide/restrict agents on how to work a ticket.
- Used for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Trees were very easy to build and look great with full ability to add images and format text.
Reviewed on 17/06/2018
Helps my customers find the answers they want with minimal ongoing staff input.
Helps my customers find the answers they want with minimal ongoing staff input.
Pros
I found it really easy to customise formatting of each node. Overall the program is very intuitive and easy to use.
Cons
I had trouble embedding my decision tree into an older version of a Godaddy website builder, but with great support from the Zingtree team we found a work-around that looked great!
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
very easy to use, intuitive
Reviewed on 21/06/2018
Pros
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.
Cons
I honestly haven't run across any cons using zingtree. it's been user-friendly and we love it!
- Used for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
Zingtree has helped our agents improve efficiency by having service steps at their fingertips.
Reviewed on 25/06/2018
Pros
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.
Cons
Sometimes the menu structures are a little bit clunky and can make the build a little confusing on trees that have many options.
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
I'm a new user but it is so intuitive in use ...
Reviewed on 18/06/2018
It gives us the possibility to increase the self-reliance of our EndUsers
It gives us the possibility to increase the self-reliance of our EndUsers
Pros
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
Cons
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
- Industry: Construction
- Company size: 11–50 Employees
- Used for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
ZIngtree does what we need it to and we like it
Reviewed on 22/06/2018
We hope to have an end user self-service website.
We hope to have an end user self-service website.
Pros
Clean UI and the end user experience is really nice. It's easy to get started, and there seems to be a lot of support documentation.
Cons
I can't throw anyone on the project, the people I've tried to get to take over building support trees get overwhelmed. It seems like we have to switch between views a lot.
- Used for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
We are using Zingtree in our contact center to streamline our call handling process.
Reviewed on 21/06/2018
Pros
I love the support, it is exceptional. I also like how easy it is for my agents to use. The presentation of the flow once you create it, also is awesome.
Cons
It isn't that intuitive and it can be hard to find videos to show exactly what you need to do. When I am trying to set up flows I often have to reach out for help, that is a little frustrating for me. I also hate that the system doesn't connect with some of our internal systems, our agents log in to way too many systems as is.
- Industry: Telecommunications
- Used Monthly for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Best Product of it's Kind
Reviewed on 19/06/2018
Automation - time is money, and Zingtree saves me a lot of time!
Automation - time is money, and Zingtree saves me a lot of time!
Pros
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.
Cons
There's a bit of a learning curve, but compared to similar services, I wouldn't let it deter you from using it.
- Industry: Hospital & Health Care
- Company size: 1,001–5,000 Employees
- Used Weekly for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Does more than I expected
Reviewed on 20/06/2018
Pros
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.
Cons
Integration with our level of highly secured IE11 creates issues with some of the functions of your software.
- Industry: Financial Services
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 6.0 /10
Very helpful once you get it up and running but development takes time
Reviewed on 19/06/2018
A step-by-step instructional resource for employees
A step-by-step instructional resource for employees
Pros
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.
Cons
Development was difficult at first but after time it is manageable. Editing can get a little tricky especially in design mode.
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
Have used and has been helpful with new employees
Reviewed on 18/06/2018
Pros
The outcome once completed is very helpful. New employees really benefit from this the way we have used it.
Cons
Kind of difficult to navigate & return to projects already in process. Would be better if you can just start where you left off instead of having new branches continuously, makes it difficult to link
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
Zingtree saved us a USD for development bill thru their cloud based decision tree software
Reviewed on 16/06/2018
Pros
Very easy to create and maintain even complex decision trees. Zingtree includes adequate API's and tools to access choice data and collect additional user inputs.
Cons
I would have liked to be able to name a node separate to the title displayed to the user. This is a fairly minor con.
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
It made creating multiple trees very easy.
Reviewed on 20/06/2018
The ability to streamline scripting
The ability to streamline scripting
Pros
How smoothly it integrated into sales force. Also liked how the changes were instantly in salesforce
Cons
There really wasnt anything that I did not like about the software. It satisfied all of my needs for script making.
- Industry: Education Management
- Company size: 11–50 Employees
- Used Monthly for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Great tool that helps clients make informed decisions.
Reviewed on 21/06/2018
Ease of decision making for clients.
Ease of decision making for clients.
Pros
Complex decision trees allow for many variables so I can give all options necessary for a client to make a decision.
Cons
Needs more output options. Does not fit well with my website. Additional options would make it seamless.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Weekly for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Takes a little bit to figure it out but works well when you do.
Reviewed on 19/06/2018
Helps streamline some office procedures
Helps streamline some office procedures
Pros
Software easy to use . The wizard makes creating the tree very easy. Publishing the tree is also very easy.
Cons
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.