You've been hard at work building out trees, and you're getting ready to roll them out to your agents. Now you need to create messaging to help set them up for success. We've got you covered with some quick messaging templates you can copy and use to get the word out.
This first section is designed to be sent out about 15 days prior to implementation. It'll help prep your teams for the coming changes. Bracketed areas in red are meant for you to input a little information.
[Background - please provide context on what the internal project is and what it’s aimed to deliver and/or resolve/improve.]
Zingtree is a new tool that’s going to make it easier for you to be experts in your roles. Soon you’ll start seeing easy-to-use and engaging scripts. [Insert how employees will be accessing Zingtree (CRM, Agent Portal, Etc)]. These scripts are going to:
- Make it easier to train new employees
- Reduce the number of repeat contacts from customers
- Improve our customer satisfaction scores
Why is it Happening?
Having common scripts and workflows creates a consistent experience across our operations. It helps align our approach, reduces errors, and will help us create departmental standards. These scripts are:
- Easy to use and follow
- Easy to create and update
- Providing insights and analytics so we can evaluate call interactions and trends
- An efficient solution to boost our performance
What it means for you?
There are going to be many benefits to using Zingtree, but a few you can look forward to are:
- A quick and easy way to know the best way to perform a task (single source of truth)
- A consistent way to provide the right customer outcomes
- A boost in your confidence knowing you’re following the best practices
- Building expertise quickly and achieving your professional goals faster
- Achieving success sooner when starting a new role
- Less time spent training new employees
Agent Training Email
This email can be used several days prior to implementation to help train your agents on how to use Zingtree. It's designed to be pick-and-pull depending on which features you're using. We've included generic gifs and images, but if you would like to create your own that show your trees, you can use gifcap.dev to create your own gifs.
We’ve been hard at work building out workflows (also called trees) that you’ll start using soon. A tree will walk you step by step through a process or conversation. [Insert how agents will be accessing trees i.e., through CRM, agent portal, etc. Include login instructions if using the agent portal]
All the information you need to be successful will be in these trees. They are easy and intuitive, but we’ve included some of the features you should be aware of before you start using them below.
[We’ve included a list of our most commonly used agent features. Select which ones you’ll be using and include them in your communication to your employees.]
If you have feedback about a step in a tree, you can use the agent feedback tool at the bottom of the page to give improvement suggestions to your managers. When giving feedback, try to be as specific as possible. Instead of saying, “doesn’t work.” Try something like, “This step would make more sense if it came before step 3.”
Using trees is simple. You’ll likely be prompted to ask a question or complete a task. You may have links to videos or diagrams that will help you with what you’re working on. In the example below, you’d be filling in a customer's address information and then continuing to the next step in the process.
You can see the history of the tree you’re using by clicking the plus (+) icon next to the word History at the top of the page. This will show you exactly where you’ve been and if you need to quickly copy the conversation history you can (See the icon with the yellow box around it).
Breadcrumbs ****show the steps you took in the process and are listed like the example below.
Persistent buttons live at the bottom of the screen and will appear on every step of the process. By default you will have a back and restart button. The back button will take you back to the previous step. The restart button will take you back to beginning of the workflow. [If you’ve set up custom persistent buttons include them here with screen grabs]
Some steps may require you to confirm you’ve completed something before you can move on. In the example below, you need to read the disclaimer and then click the check box before you can choose one of the options to continue the call.
Using Search Forms:
You can search trees using the search form and go directly to the node you need.