Agent’s HandbookYour guide to satisfied customers

www.subiz.com

Subiz is a live chat tool that let agents take the

initiative to chat and interact with visitors on

website, answer the questions, interact with

visitors and solve problems quickly.

It also helps online business engage and turn

visitors on your website into loyal customers and

improve online e-commerce revenue.

You - as an agent should learn and take all

advantages of Subiz to meet any your business

priorities.

Subiz’ benefits1

InstallationTo set up Subiz, there are two main steps to follow:

Set up widget for your site

Install chat client to start chatting

For more details, please click here: http://support.subiz.com/support/solutions/articles/63323-subiz-installation

Support@subizcom

Susan Komen: Hello

Susan Komen: I am having problems setting up my

account.

Support@subizcom:hi,

Support@subizcom:Don’t worry.

Support@subizcom:We’ll figure it out.

Support@subizcom is typing...

Type here and hit <enter> to chat

Susan Komen

Susan Komen

www.subiz.com

Subiz’ operation2

AGENT’S VIEW

VISITOR’S VIEW

(9:54:32 AM) Support@subizcom: [system]

- talking to Vietnam (Hanoi) #2360539

- looking at http://subiz.com/

Susan Komen: Hello

Susan Komen: I am having problems setting up my

account.

Support@subizcom:hi,

Support@subizcom:Don’t worry.

Support@subizcom:We’ll figure it out.

Susan Komen: HelloSusan Komen: I am having problems setting up my account.Support@subizcom:hi,Support@subizcom:Don’t worry.Support@subizcom:We’ll figure it out.Support@subizcom is typing...

(9:54:32 AM) Support@subizcom: [system]Susan Komen: HelloSusan Komen: I am having problems setting up my account.Support@subizcom:hi,Support@subizcom:Don’t worry.Support@subizcom:We’ll figure it out.

www.subiz.com

To help you imagine easily agent’s activities on

Subiz, we divide these activities into 4 phases:

before chatting, start chatting, while chatting, post

chatting.

Before chattingFirst time: login

Agent’s activities on Subiz3

www.subiz.com

After typing your user name and password in IM,

from now on, you become available for chat. Be

prepared and be ready to chat with visitors on your

site.

Agent’s viewWhenever you log into IM account, you can see a

lot of important information: a list of all online

visitors, visitors’ data (country, IP address, refferring

source, time on site, looking page) and your

statuses.

Depending on your condition available for chat or

not, you can choose from a range of statuses:

Online: you’re available to chat with visitors as

much as you can

Offline: visitors can’t interact with you if your status is

offline (agents still receive messages from visitors

through email)

Away : you’re not here or you’re not available to

chat but you’ll be back soon.Previous chat can be

continued.

www.subiz.com

Note: Only Admin have rights to manage agents,

modify account settings and customize the widget

but agents don’t. Customizing widget themes,

color, position, etc is a effective way to fit the

brand image as well as impress visitors. However,

agents can set their own names, their avatars to

look more real and professional. We highly

recommend you do these things.

Start chattingRemember three ways to begin chatting:

Visitors need help and ask agent to chat: Try to

answer thems quickly, concisely and politely to

make them satisfied and be ready to purchase

your products.

Agents take the initiative to chat with visitors: You

can easily engage with any visitors you want just by

clicking. Remember to let them feel that you’re

always here to support them.

Agent can receive messages of a visitor who is

transfered from another agents: Agents in a support

team can choose the best ones to support visitors.

www.subiz.com

While chatting

Using commandsYou can mark visitor’s information by using

command !name, !email, !phone.

Just by some simple actions, you can easily support

visitors better. Also, once you use these commands,

other agents in your team can see and remember

for the next chat.

You can see more detail about commands on

http://subiz.com/blog/set-commands-for-chatting.html

Using “Triggers”“Triggers” provides not only a proactive chat

invitation but also flexible ways to automate

actions: send messages to visitors, and send

messages to agents through a range of conditions

set up before.

You can exploit it to help you identify and classify

(a large amount of) visitors, mark their online

behaviours and support you to boost sales

effectively.

www.subiz.com

Tips to improve chat rate

Click on visitors to initiative: If your visitors

are on your site long and seem to have

something concerned, try to show up timely and

ask them if they need help. Don’t let them away

just because they wonder something and are not

ready to ask.

Chat with as many visitors as you can (work

productively): You can chat with many

visitors at the same time. So, try to interact with

visitors as much as you can.

Set triggers for automatic invitation: You

can use it to increase chat rate as well as

save time, especially when you have too many

visitors in your list. Instead of take the initiative to

chat with every single visitors, using triggers for

automatic invitation to greet them.

Good greeting message: Try to think

impressive messages to attract customer’s

attention. Maybe, they will be easy to ask you

something.

www.subiz.com

Tips to improve customer satisfaction

Quick, clear, concise reply: Don’t let your

vistors wait too long for your answers. Try to

figure out and give them solution as quick as you

can.

Understand visitors (visitor's information):

make sure that you remember to look at

their data during chatting with them. It will help you

support them better.

Quick addressing visitor's needs to solve

Communication skill (language): be polite

and be patient. Even if there’s someone is

lost on your website, try to be polite to help them

find the right way. No one knows that the visitor will

come back one day to become your customer.

www.subiz.com

Post chatting

End chat: A live conversation can be ended in some cases:

visitors offline, agents offline, problems solved. Try to

make people feel satisfied and

comfortable to come back next time.

Review history: Reading chat history will help you learn from these

experience and support visitors better.