Freshdesk
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Freshdesk is a cloud-based customer service software that helps businesses provide effortless service across every...
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About Zingtree
Zingtree Agent Scripting is a cloud-based call center scripting solution for call centers in all industries. Users can create, deploy and analyze agent scripts.
Scripts can be created using a visual designer or copied from an existing script library and customized. Zingtree saves the last screen and history of each session, so if a call is transferred between agents, the new agent can take over where the previous agent left off.
Agent interactions are tracked and saved as transcripts. Users can view sessions for individual agents, generate performance summaries and assess where scripts could be improved. Scripts can be added to existing sites or hosted by Zingtree. The solution integrates with various customer relationship management (CRM) systems, as well as Salesforce and Freshdesk. A separate application is offered for Zendesk.
Support is available through an online portal. Pricing is based on agents and authors, with monthly and yearly plans offered.
Zingtree pricing
Zingtree does not have a free version but does offer a free trial. Zingtree paid version starts at US$0.00.
Starting Price:
US$0.00
Free Version:
No
Free trial:
Yes
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Zingtree Reviews
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All Zingtree Reviews
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96 reviews
Brooke
- Used Daily for 1+ year
-
Review Source
5.0
Reviewed on 19/06/2018
Zingtree was just what we needed for our call center to troubleshoot!
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!
Yogesh
- Industry: Hospitality
- Company size: 201–500 Employees
- Used Weekly for 2+ years
-
Review Source
5.0
Reviewed on 20/06/2018
Love it! Use to create comprehensive trees to assist support teams
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.
Warren
- Industry: Law Practice
- Company size: 201–500 Employees
- Used Monthly for 6-12 months
-
Review Source
2.0
Reviewed on 24/04/2024
Abrupt service changes
Very poor. The very limited free offering met our initial needs, and we were likely to upgrade to a paid plan as our needs expanded. Abruptly removing the free offering, and attempting to force us into a paid plan before it was wanted or needed wasted the time we had invested in the product, and left us looking for a competitor that is actually reliable and won't completely change their offering.
Pros
Enabled us to embed a simple decision tree into our website.
Cons
Abruptly removed their free service, rending the time we had spent setting up our embedded decision tree a complete waste.
Crystal
- Industry: Insurance
- Company size: 11–50 Employees
- Used for 1+ year
-
Review Source
5.0
Reviewed on 31/05/2017
Make Your Own Knowledge Base
Pros
We used Zingtree as a knowledge base. What a great way to create "interactive" help for consumers. Zingtree makes it easy with multiple ways to build. There is a bit of a learning curve, but not much. There's so many things you can do with Zingtree, the possibilities are endless. Good for ANY industry.
Cons
We had to move away from Zingtree because of the cost. You have to pay per click...there was no way to IP filter, etc. As our business grew and we became more successful, the cost of Zingtree went up. It just wasn't a viable option for us, but Zingtree was so nice when we told them we were moving away. We sung their praises from the rooftops! A great product that I continue to tell people about today. :)
Lasse
- Industry: Telecommunications
- Company size: 11–50 Employees
- Used Daily for 1+ year
-
Review Source
5.0
Reviewed on 20/06/2018
Easy to use with ALOT of advanced possibilities.
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.
Riyaz
- Industry: Computer Software
- Company size: 501–1,000 Employees
- Used Weekly for 6-12 months
-
Review Source
4.0
Reviewed on 15/06/2018
Zingtree is an excellent decision tree tool that can be used with our employees and our...
Very fast onboarding of employees and customers!
Pros
The versatility of Zingtree makes it the ideal candidate for our decision tree needs. The price makes it even more suitable for our company. I don't know of too many other companies that can pack that much functionality for that price. Awesome value for money!
Cons
The learning curve can be a drawback but once you have practiced with the product a few times, it's fine to work with.
NISARGKUMAR
- Company size: 11–50 Employees
- Used Weekly for 6-12 months
-
Review Source
5.0
Reviewed on 25/07/2018
ZingTree was a fun tool to work with. It was very straightforward
Pros
I know it uses the concept of tree data structure but having it laid out on an interactive UI was the best part. I also loved the mapping feature of it where we could drag and drop the lines to make connections to other questions or answers
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
Vincentas
- Industry: Wireless
- Company size: 51–200 Employees
- Used for 6-12 months
-
Review Source
4.0
Reviewed on 13/08/2019
We tried to use it for internal training and it should not be used this way
Build internal knowledge base and troubleshooting tool
Pros
Easy to build simple "trees"
Plenty of different styles that help to customize experience
Possibility to add images into questions and options
Excellent support
Cons
Tree can get very complicated and hard to navigate
I think it lacks better UI for more advanced setups where multiple layers are needed
Mark
- Used Daily for 1-5 months
-
Review Source
5.0
Reviewed on 16/06/2018
Zingtree saved us a USD for development bill thru their cloud based decision tree software
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.
Carly
- Used Weekly for 6-12 months
-
Review Source
5.0
Reviewed on 18/06/2018
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
David
- Used Daily for 6-12 months
-
Review Source
5.0
Reviewed on 1/08/2018
Awesome Software - Amazing Time Saver
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.
Emanuela
- Used Daily for 2+ years
-
Review Source
4.0
Reviewed on 18/06/2018
Very helpful tool to ensure consistency across customer experience
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
Rachelle
- Industry: Executive Office
- Company size: 11–50 Employees
- Used Daily for 1+ year
-
Review Source
4.0
Reviewed on 18/06/2018
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.
Beka
- Industry: Insurance
- Company size: 51–200 Employees
- Used Daily for 6-12 months
-
Review Source
4.0
Reviewed on 15/06/2018
We use Zingtree to manage the steps and script of a multi-step direct marketing campaign.
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.
Cassie
- Used for 2+ years
-
Review Source
4.0
Reviewed on 25/06/2018
Zingtree has helped our agents improve efficiency by having service steps at their fingertips.
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.
Jennifer
- Industry: Consumer Electronics
- Company size: 11–50 Employees
- Used Daily for 1-5 months
-
Review Source
2.0
Reviewed on 19/06/2018
Great concept - still trying to get it to work
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.
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.
Replied 20/06/2018
Gadi
- Used Daily for 6-12 months
-
Review Source
3.0
Reviewed on 25/06/2018
pretty good experience, friendly support - open to hearing about feature requests.
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.
Eliot
- Used Weekly for 6-12 months
-
Review Source
4.0
Reviewed on 18/06/2018
Great training tool for customer service.
Pros
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
Cons
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.
Hannah
- Used Daily for 6-12 months
-
Review Source
5.0
Reviewed on 21/06/2018
very easy to use, intuitive
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!
Verified Reviewer
- Industry: Retail
- Company size: 1,001–5,000 Employees
- Used Monthly for 6-12 months
-
Review Source
4.0
Reviewed on 19/06/2018
Has been a great tool for experimenting with decision tree in our customer service organization
Pros
It is extremely easy to use. Required almost no training time to get more employees and running as they could easily figure out most functionality on their own.
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.
Christine
- Used Daily for 1-5 months
-
Review Source
4.0
Reviewed on 25/06/2018
Challenging at first but after a couple of days it become easy.
Pros
I like that it is easy to use when you actually start using it and you are up and running.
I also like the fact that the interface of the tree when it is done looks amazing, and that you can change colors and themes easy.
Cons
I don't like that I cannot download the tree as a pdf or high quality picture. When I download it now, it looks bad and when I tried to zoom in on the tree it gets all blurry.
It is also pretty hard to rearrange the tree once you start out, because if you have a complex tree it is hard to follow, especially since you cannot print it.
tracy
- Industry: Internet
- Company size: 201–500 Employees
- Used Weekly for 1+ year
-
Review Source
5.0
Reviewed on 21/06/2018
Used Zingtree to aid temp workers during a busy time of the year
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 ;)
Gary
- Industry: Financial Services
- Company size: 11–50 Employees
- Used Weekly for 1-5 months
-
Review Source
4.0
Reviewed on 20/06/2018
Zingtree offers essential functionality that I could not find in another service.
It offers functionality that I could not find anywhere else.
Pros
The purpose and design are very good for the end user. Also the ability to upload and customize features is helpful.
Cons
It takes a while to understand the back end experience. Also, there are many layers of functionality which are all visible at once.
Nate
- Used Weekly for 1+ year
-
Review Source
5.0
Reviewed on 26/07/2018
Great tool, CSR was a fantastic contact to answer all of the questions we had.
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.
Mathieu
- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Weekly for 1+ year
-
Review Source
4.0
Reviewed on 26/06/2018
Excellent support from the Zingtree team.
easy interface for operator
Pros
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.
Cons
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.
