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Agent's Handbook - Subiz Live Chat
Agent's Handbook - Subiz Live Chat
Agent's Handbook - Subiz Live Chat
Agent's Handbook - Subiz Live Chat
Agent's Handbook - Subiz Live Chat
Agent's Handbook - Subiz Live Chat
Agent's Handbook - Subiz Live Chat
Agent's Handbook - Subiz Live Chat
Agent's Handbook - Subiz Live Chat
Agent's Handbook - Subiz Live Chat
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Agent's Handbook - Subiz Live Chat

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Your guide to satisfied customers - Subiz is a live chat tool that let agents take the …

Your guide to satisfied customers - 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.

Published in: Education, Technology, Business
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  • 1. Agent’s Handbook Your guide to satisfied customers
  • 2. 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
  • 3. Installation To 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: 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... (9:54:32 AM) Support@subizcom: [system] 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.
  • 4. 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 chatting First time: login Agent’s activities on Subiz3
  • 5. 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 view Whenever 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.
  • 6. 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 chatting Remember 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.
  • 7. www.subiz.com While chatting Using commands You 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.
  • 8. 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.
  • 9. 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.
  • 10. 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.

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