About Zingtree

Zingtree allows you to build no-code, interactive decision trees that help you create agent scripts, guide customers, and manage internal processes. By turning your workflows into a choose-your-own-adventure-type experience, you help your users reach the next best action and make the complex simple. And because it’s a no-code solution, business users can create, deploy, and manage their decision trees with little-to-no IT work.
Zingtree also connects to a wide variety of tools – like Salesforce, Zendesk, Slack, and Intercom – so your information stays in sync.

Pricing starting from:

$0.00

  • Free Version
  • Free Trial
  • Subscription

Key benefits of Zingtree

Zingtree interactive decision trees help simplify complex processes and guide your teams or customers to the next best action. As a no-code solution, Zingtree minimizes the need for IT work, and lets you adapt decision trees, workflows and scripts quickly.

A remarkably flexible tool, Zingtree can be used in a variety of ways, but the most common include:
• Agent Scripting: Create a guided experience for your support reps, sales teams, or schedulers, so they can navigate your customers through complex processes while staying compliant and on-message.
• Internal Process: Make it easy for your teams to self-serve information and follow proper procedure, without needing expert support.
• Customer Self-Help: Provide your customers with a way to both answer their own questions without needing Customer Support (thereby reducing your bottom line), and generate their own price quotes (thereby increasing your top line).

Zingtree integrates with a wide variety of CRM, call center, and support tools, like Salesforce, Zendesk, Freshdesk, and more.

Typical Customers

  • Freelancers
  • Small Businesses (2-50)
  • Mid-size Companies (51-500)
  • Large enterprises (500 and more)

Deployment

  • Cloud-based
  • On-premise

Markets

United States

Supported Languages

English

Pricing starting from:

$0.00

  • Free Version
  • Free Trial
  • Subscription

Images

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Features

Total features of Zingtree: 56

  • "What If" Scenarios
  • API
  • Access Controls/Permissions
  • Activity Tracking
  • Alerts / Escalation
  • Application Management
  • Appointment Management
  • Appointment Scheduling Software
  • Automated Routing
  • Blended Call Center
  • Business Process Automation
  • CRM Software
  • Call Center Management
  • Call Scripting
  • Collaboration Tools
  • Computer Telephony Integration
  • Customer Database
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Forms
  • Data Analysis Tools
  • Diagramming
  • Drag & Drop
  • Email Management Software
  • Employee Management
  • Feedback Management
  • For Medical Purposes
  • Health Risk Assessment
  • Help Desk Management
  • IT Asset Management Software
  • Inbound Call Center
  • Interaction Tracking
  • Inventory Management Software
  • Knowledge Base Management
  • Live Chat Software
  • Multi-Channel Communication
  • No-Code
  • Online Forms
  • Outbound Call Center
  • Performance Metrics
  • Process Modeling & Designing
  • Queue Management
  • Real Time Analytics
  • Real Time Reporting
  • Reporting/Analytics
  • Rules-Based Workflow
  • Self Service Portal
  • Single Sign On Software
  • Support Ticket Management
  • Surveys & Feedback
  • Tagging
  • Templates
  • Ticket Management
  • Visual Workflow Management
  • Workflow Configuration
  • Workflow Management Software

Alternatives

Freshdesk

4.5
#1 Alternative to Zingtree
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Salesforce Service Cloud

4.4
#2 Alternative to Zingtree
Engage with your customers when and where they are. Deliver service across every channel, over any device. Empower your...

LiveAgent

4.7
#3 Alternative to Zingtree
LiveAgent is a web-based help desk solution which enables the management of support tickets from multiple channels,...

DeskPRO

4.6
#4 Alternative to Zingtree
Deskpro is multi-channel helpdesk software that can be Cloud or self-hosted. The helpdesk app includes using filters,...

Reviews

Overall rating

4.4 /5
(95)
Value for Money
4.4/5
Features
4.2/5
Ease of Use
4.4/5
Customer Support Software
4.5/5

Already have Zingtree?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 95
David
Overall rating
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Awesome Software - Amazing Time Saver

Reviewed on 01/08/2018

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.

Deanna
Overall rating
  • Used for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 5.0 /10

Good end user experience, bad backend experience

Reviewed on 28/06/2018

The ZenDesk integration is key.

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.

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

Isaac
Overall rating
  • Industry: Transportation/Trucking/Railroad
  • Company size: 51-200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • 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...

Emanuela
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Very helpful tool to ensure consistency across customer experience

Reviewed on 18/06/2018

consistency of our users verification process which was previously completely based on tribal...

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

Jessica
Overall rating
  • Industry: Telecommunications
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • 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".

Showing 5 reviews of 95 Read all reviews

Zingtree FAQs

Below are some frequently asked questions for Zingtree.

Zingtree offers the following pricing plans:

  • Starting from: $0.00
  • Free Trial: Available

Zingtree's subscription pricing starts at $25/month

Zingtree has the following typical customers:

2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001-5,000

Zingtree supports the following languages:

English

Zingtree supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Zingtree integrates with the following applications:

Desk.com, Freshdesk, Intercom, Salesforce Sales Cloud, WordPress, Zapier, ZenDesk Chat, Zendesk Suite

Zingtree offers the following support options:

Email/Help Desk, Chat

Related categories

See all software categories found for Zingtree.