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Subiz Agent Handbook - Update 2014

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Subiz is a live chat tool that let agents take the initiative to
chat and interact with visitors on website, answer the questions
and solve problems quickly. It also helps online business
engage and turn visitors on 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. Use this handbook
as a reference for getting started with live chat on your website.
From installing, to customizing the chat widget and our
tips for success as a live chat agent.

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Subiz Agent Handbook - Update 2014

  1. 1. Agent’s Handbook Your guide to satisfied customers
  2. 2. www.subiz.com Introduction Subiz is a live chat tool that let agents take the initiative to chat and interact with visitors on website, answer the ques- tions and solve problems quickly. It also helps online business engage and turn visitors on 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. Use this handbook as a reference for getting started with live chat on your web- site. From installing, to customizing the chat widget and our tips for success as a live chat agent. Hope you enjoy it and let us know your comments at sub- iz.com or support@subiz.com. Subiz team
  3. 3. www.subiz.com Step 1: Set up chat widget Login to Subiz.com, copy and paste your personalized installa- tion code into your website's source code. Step 2: Start chatting Using Subiz Dashboard We recommend using our Subiz dashboard as the simplest and quickest way to start chatting, without anything to set up or download. It works well inside modern browsers such as Chrome, Firefox or Internet Explorer (version 10 and up) etc. • Go straight to subiz.com in your browser’s address bar. For more details, click here: http://support.subiz.com/sup- port/solutions/articles/190605-how-to-chat-inside-dashboard Quick start
  4. 4. Using a chat client Alternatively, use one of third party chat applications that work effectively with Subiz for Windows, Mac, iOS, Android devices and more. View our list of supported instant messenger (IM) clients. Agent’s view and visitor’s view www.subiz.com AGENT’S VIEW
  5. 5. www.subiz.com Overall configuration Configure your agents Department (Agent Group) You can create Departments from Dashboard. Popular examples of departments you might create include those based on geog- raphy, language or different departments. 1. Go to tab Agent -> Click Department and Add Department 2. Choose the name for Department and pick the appropriate agents to add to the Department If no agents from that department are available, the chat widget will show as offline, even if other agents are available. Learn more about managing Department here: http://support.subiz.com/support/solutions/articles/3000000516-ho w-to-manage-department Creating a new agent Login to Dashboard and following these steps: - Step 1: Click to Add more agents and icon (+) on top of Search bar in Agent list - Step 2 : Fill in the form with agent's information Pay attention on type of agent because normal Agent and Admin have several differences in managing function. You also should customize profile picture to increase the visibility of agent. . .
  6. 6. www.subiz.com Edit an existing agent If you are an Administrator on an Subiz account, you are able to edit the details of an existing agent. Agents can also edit their own profiles. Here you can change the: • Display name (the name your visitor sees when chatting) • Job title • Password • Time zone of the operator • Avatar (photo) to be displayed in the chat box
  7. 7. Configure chat widget You can customize how the chat box looks and functions to fit your website. In this session, you can choose to see your chat window when Online, Offline, Button Online, Button Offline Choose a theme You can customize color, social network link, your company’s logo in chat widget. Remember to emphasize your brand image to attract visitor’s attention. - Customizing CSS lets you feel comfortable to create your own chat widget. Customize your text Pick up the right languages (among default languages: English, Vietnamese, Portuguese, Spanish, French) and start replacing the placeholder text by your own messages. www.subiz.com
  8. 8. Pre-chat survey Ask visitors to fill out a pre-chat survey with their name, email and/or phone number before starting a conversation. Check the Require Pre-chat Survey options for which information to request from visitors before chatting. Think about using the pre-chat survey can reduce the number of chats. Here’s an advice for you: enable it if you usually need col- lect customer’s information. See more details here: http://support.subiz.com/support/solutions/articles/3000000851-ho w-to-customize-chat Chat button and chat bubble Customizing chat button and chat bubble can help you look more professional, meaningful and good-looking. Chat button is a small button that visitor clicks on it to start chat- ting while chat bubble is attached right on top of chat window that make your widget much more attractive. With both chat button and chat bubble, you can choose from Subiz gallery or upload your own images. Offline message By default, your chat widget will automatically turn into a contact form when all your agents are unavailable. You can specify the email address where these messages are sent on. www.subiz.com
  9. 9. Guide for agents Before chatting First time: login Easily logging in subiz.com with your subiz account, you can see the interface of Dashboard Chat: Remember to check Agent’s status before continuing. Depending on your condition available for chat or not, you can choose from a range of statuses: www.subiz.com - Available (Online): You’re available to chat with visitors and receive new chat requests - Away: You can continue existing conversations, but you will not receive new chat requests. - Logout (Offline): Visitors can’t interact with you if your status is offline (agents still receive messages from visitors through email) You can also login to IM client to start chatting with visitors.
  10. 10. www.subiz.com Agent’s view Whenever you log into Dashboard or IM account, you can see a lot of important information: a list of all online visitors, visitors’ data (country, IP address, referring source, time on site, looking page) and your statuses. Start chatting Remember three ways to begin chatting: - Visitors need help and ask agent to chat: Try to answer them 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 or using auto invite (trigger). Remember to let them feel that you’re always here to support them. - Agent can receive messages of a visitor who is transferred from other agents: Agents in a support team can choose the best ones to support visitors. 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.
  11. 11. Using “Triggers” “Triggers” provides not only a proactive chat invitation but also flexi- ble ways to automate actions and label visitors depending on spe- cific standards 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. See here some common trigger models easily applying for your website: http://support.subiz.com/support/solutions/arti- cles/3000002873-common-trigger-models-easily-applying-for-your Tips to improve chat rate www.subiz.com - 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.
  12. 12. www.subiz.com Tips to improve customer satisfaction - Quick, clear, concise reply: Don’t let your visitors 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. - Good greeting message: Try to think impressive messages to attract customer’s attention. Maybe, they will be easy to ask you something.
  13. 13. www.subiz.com Post chatting End chat: A live conversation can be ended in some cases: visitor’s offline, agent’s offline, problems solved. Try to make people feel satisfied and comfortable to come back next time. Using com- mand !end or !endchat or using End chat button is a good idea. Review history: Reading chat history will help you learn from these experiences and support visitors better. Access report: See how you doing in a certain period of time basing on chat events/ rating agents/time of chat availability/ trig- ger to figure out what you’re gonna do next. Login to Dashboard: https://dashboard.subiz.com/login.html Email: support@subiz.com Facebook: https://www.facebook.com/subizdotcom Twitter: https://twitter.com/subizdotcom Google +: https://plus.google.com/+Subiz-live-chat/

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