Let’s face it — some of your call center procedures are complicated.
These procedures involve detailed decision trees with different outcomes. It is near impossible for your call center agents to remember every step. So, now you are considering getting a call flow or call scripting software to help your agents know what to say and do.
And the search has been challenging. Not only are there call flow and call scripting software options that could help with your challenge, but there are also knowledge base software solutions that can help support your agents.
After searching and researching, you’ve narrowed it down to Zingtree and ScreenSteps. Both offer great tools to support your agents. Now, you just need to know: Which one is best for your call center?
As the Content Marketing Manager for ScreenSteps, I obviously have a bias toward ScreenSteps and our knowledge ops approach for call centers. However, I recognize that many call center software options — including Zingtree — provide good solutions for call centers.
In this article, I’ll provide an honest, factually-based comparison of Zingtree and ScreenSteps. That way you can discern which software better fits the needs of your call center.
What is Zingtree?
Zingtree is an interactive design tree software that provides multiple options for authoring your call flows and scripts. With Zingtree, you can create both flowcharts and interactive workflow articles.
The interactive knowledge base walks employees through your documented procedures step by step while they are on a call. With flowcharts, your call center agents have a visual option so they can see what steps are coming up next and how they fit in a specific order.
You can create content for both an internal and customer-facing knowledge base. The customer-facing knowledge base allows customers to self-help, meaning find answers to their questions without connecting with a call center agent.
From some users, we’ve heard one shortcoming is that it can be challenging to update procedures and maintain content.
Notable features
One of the advantages of Zingtree is the authoring tools that allow you to create diverse call flows and procedural guides:
- Wizard for writing call flows and scripts
- Zingtree designer
- Chrome browser extension
- Analytics
- Integrations
Call Flow Tip: While having a variety of ways to create call flows can be helpful, it is easiest for your call center agents to follow your call flows if the layout is consistent.
Cost
While there is a free plan, it is limited to two seats, 1,000 views per month, and two decision trees. For Zingtree, the cost of the more advanced plans is determined by the number of users and the number of decision tree views needed each month.
The price for the lowest plan (one user with 1,000 views) is $25 per month for an annual plan.
Who is a good fit for Zingtree
Your call center is a good fit for Zingtree if:
- Your call center agents prefer visual guides (flowcharts)
- You need call flows that will walk employees through a process
- You want a variety of content authoring options
What is ScreenSteps?
ScreenSteps is knowledge base software that serves as a one-stop shop for your call center’s policies and procedures. With ScreenSteps, you can quickly and fluidly create, store, and share your call flows, policies, and procedures with your company.
You can use ScreenSteps as both an internal and customer-facing knowledge base. Plus, you can share articles across the two platforms by clicking a button.
For writing call flows and scripts, you can create decision trees as both standard articles and workflow articles. Another feature is checklists. ScreenSteps uses block authoring for simple organization that speeds up the writing process.
ScreenSteps has a powerful search engine that makes it easy for call center agents to find guides in as little as two clicks.
Notable features
ScreenSteps has simple yet powerful tools to help call centers create and share call flows and scripts. Some of those features include:
- Different article types (i.e. standard articles, checklists, interactive workflow articles)
- Permissions management
- Authoring tools
- Integrated screen capture with annotations
- Robust search engine
- Context-sensitive help widget
- User reports
- Integrations
- Version history
Cost
ScreenSteps subscriptions are available starting at $2,500 per year or $239 per month for up to 25 users. Per user, that breaks down to less than $10 per user per month. If you pay annually, you get a 16% discount on your subscription.
Who is a good fit for ScreenSteps
Your call center is a good fit for ScreenSteps if:
- You can’t afford for your call center agents to make mistakes
- You want to quickly author call flows
- You need to be agile
- You want to use screenshots or other images in your call flows
- You need to be able to maintain and update your articles regularly
Select the software solution that supports your agents on every call
Choosing the right call flow software for your call center is challenging. While there are many good solutions available, it’s difficult to know which is the best for your call center.
Both Zingtree and ScreenSteps provide good solutions for providing call flows and scripts for your agents. Hopefully, this overview has helped you compare and discern which software solution is best for your call center.
ScreenSteps provides a call flow solution as well as a training solution. With ScreenSteps, your agents can find the call flow they need in as few as two clicks. One call center saved millions using ScreenSteps call flows.
Want to see ScreenSteps in action?
Watch the pre-recorded demos where you can see how the ScreenSteps tools work. Or speak to a ScreenSteps expert for a more personalized discussion on how ScreenSteps could help your call center support your agents.
