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.

1. Agent’s Handbook
Your guide to satisfied customers

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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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/