4.4
Overall rating
Reviews

4.4
Overall rating
Reviews

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 Software - Scripting wizard
Zingtree Software - Script overview
Zingtree Software - Reports and analytics
Zingtree Software - Manage script tree
Zingtree Software - Designer
Zingtree Software - Scripting wizard - thumbnail
Zingtree Software - Script overview - thumbnail
Zingtree Software - Reports and analytics - thumbnail
Zingtree Software - Manage script tree - thumbnail
Zingtree Software - Designer - thumbnail

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

Alternatives to Zingtree

Zingtree Reviews

Feature rating

Value for Money
4.4
Functionality
4.2
Ease of Use
4.4
Customer Support
4.5
5 reviews of 95 View all reviews
Verified Reviewer
  • Used Weekly for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 21/06/2018

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

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.

Deanna
  • Used for 1-5 months
  • Review Source
Value for Money
2
Features
5
Ease of Use
3
Customer Support
5

4
Reviewed on 28/06/2018

Good end user experience, bad backend experience

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

Replied 30/07/2018
Ahmed
  • Industry: Logistics & Supply Chain
  • Company size: 201–500 Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

3
Reviewed on 18/06/2018

Was easy to setup and meets our needs

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.

Response from Zingtree

As far as themes go, we offer several templates, which are easy to change basic color schemes. These also generate CSS files, which a web developer can further customize to do some really custom work.

Not sure what the compatibility issue is. Decision trees can be embedded into other sites via iFrame code, or a Javascript based pop-up menu.

Replied 20/06/2018
Emanuela
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
4

4
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
Value for Money
3
Features
4
Ease of Use
4
Customer Support
3

4
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.

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