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.

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.