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Keyboard shortcuts on Dashboard

Agents can use several keyboard shortcuts on Subiz dashboard as simple commands. These are shortcuts for most common actions and tasks, allowing agents to save time and work effectively

Below is the list of all keyboard shortcuts available on Subiz dashboard:
TabSwitching among chat windows

Pressing Tab allows you to quickly switch between chat windows. Be reminded that a chat window must be active for this shortcut to work.

EscClosing a chat window

Quickly close a chat window without clicking (-) or (x) at the corner.

Ctrl Alt SSwitching between Away and Available status

Since no agent can stay available all the time, this shortcut comes into handy when urgency situations come up. When an agent is busy, he/she can quickly switch to Away status and then switch it back to Available when he/she comes back to work.

Always remember to switch your status to Away when you are busy, this will effectively reduce the number of missed chat.

Ctrl VPaste to send screenshot image

If you are using Subiz Dashboard on Chrome browser, to share a screenshot of your screen, press Prtsc to take the screenshot then go to the chat window, press Ctrl + V to send the image.

Have an idea for new shortcuts? Share with us via support@subiz.com!

 

CS-Cart integration guide

This guide will show you how to integrate Subiz live chat into an CS-Cart web shop with Subiz embed code.

Registration

  1. Firstly, you need to sign up a Subiz account > Verify registration
  2. Login to Subiz dashboard > Copy embed code

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Integration

  1. Go to your admin dashboard on CS-cart > Select Design menu > Template Editor
  2. Select index.tpl on the file list on the left
  3. Open index.tpl and go to <body> tag
  4. Insert this line with your Subiz code:
    {literal} Subiz code {/literal}

Finally, open your website (or refresh) to check out Subiz live chat widget on your CS-Cart site.

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Personalize chat messages with variables

The term “Variables” refers to values that can change. In Subiz, these are customer’s information like: Name, Email, Phone number…

You can get these information by using API or survey form before chatting with visitors.

These information will help you to personalize the conversation, hence making the visitors feel the friendliness and experience the best of your service.

Inserting variables in chat messages

Type the below variables in your messages and it will be replaced with visitor’s actual information:

  • {name} – Visitor’s name
  • {email} – Visitor’s email
  • {phone} – Visitor’s phone number

This applies to all kinds of chat messages, including chat invitation trigger and canned response.

Making the best out of variable

1. Chat invitation, automated message from trigger

To send an automated greeting message with visitor’s name in it, add this message to your trigger action:

  • Hello {name}. Welcome to our website!
    Or
  • Hello {name}. Don’t hesitate to ask if you have any problem!

2. Canned response

Integrating variables in canned responses will help you save time answering the same questions while keeping the message friendly and personal. For example:

  • Thank you {name}. We will send you detailed information to your email address {email} in a few minutes.
  • I’m glad to be of assistance, {name}. Let me know if you need help with anything else.

Besides name, email and phone number, more variables will be updated soon. Stay tuned! Subiz will help you make the best out of your customer service.

Measuring your live chat effectiveness

Utilizing live chat is now a trend for a better business-customers interaction. For its excellent benefits, this new interaction trend is surpassing the traditional methods like email, phone or Facebook.

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You want to know how much live chat actually helps your business? In this article, Subiz will show you which metrics you should track and accurately evaluate the effectiveness of live chat application.

Conversion rate

Having another interaction channel means you have more chance to win a customer. There is no better time to convert a customer than when he is wondering about your product.

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Using Subiz live chat will help you influence customer’s purchase decision. That’s why tracking the change in conversion rate is so important. Use customer management systems to accurately measure this rate.

Relationship development and feedback from customers

This is both a qualitative and quantitative metric for evaluating live chat.

  • Identifying the group of potential customers
  • Bringing more value and increase customer satisfaction

To measure this metric, you can check Subiz’s rating report. But for better insights, read the transcripts to see if customers are really happy with the support they received.

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Handle time of support team

Handle time is a critical criteria that determine a customer’s satisfaction, as no one wants to wait forever to get help. Agent can quickly respond to visitors using canned responses.

In additional to that, with a clear picture about average website visitors, agent can quickly address their problem and provide better support.  Analyze conversations between website visitors and agents to fully understand them.

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Once your agents understand your customers, handle time will be improved remarkably, and so does customers’ satisfaction level.

The number of complaints and returns

Chatting directly with agents helps customers to understand their problem better, e.g. the products they want to buy or the service they need, hence getting the best experience with your company.

If they are happy with your support team, then the number of complaints and returns will be reduced considerably. Keep track of this metric to see if live chat has positive impact on your customers.

Optimizing marketing campaigns with live chat statistics

Subiz live chat provide you a lot of information about each website visitors. You can learn where they come from before landing on your website; which pages they chat from the most…

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From these statistics, optimize your marketing campaigns for better results.

Agent’s working performance

Live chat is a new channel for your staff to prove their ability, handle customers’ problem and sell to them.

By monitoring the conversations and rating report, you can make accurate employee assessment. Hence allocating your resource for the best customer service.

If you have any problems with evaluating the effectivness of live chat, let us know. Subiz is always available to help!

Tips for new users

Table of content:

Create new Subiz account
Start chatting
Set status
Get to know the Dashboard
Customize chat widget
Read useful resources

If you have just started with Subiz, this article will help you understand the most basic things of the products.

Create new Subiz account

If you haven’t had a Subiz account yet, you can register for a new one here. All new accounts can access the free trial of Subiz standard package for 30 days.

If you are a member of your chat team, then your manager (or the one who is in charge of Subiz admin account) can create a new agent account for you from the Dashboard.

Read more about how to add new agent

Start chatting

There are 2 methods to chat with website visitors

  • Chat on Dashboard – This is Subiz’s administrator page, where you can configure all settings, receive chat requests and chat with web visitors.

Read more about Dashboard configuration

  • Chat using a third party’s software (IM Clients). The list of chat applications is listed here. You can use your Subiz account to login to these IM clients.
    • When you are using an IM application on mobile, to stay Online even when your screen is lock, simply turn off “Away on close” or “Auto-away” mode in application’s setting.

Agent status

Agent status will directly affect chat request routing. Only agents with “Available” status see new chat requests.

There are 2 online statuses:

  • Available: Ready to chat and can receive new chat requests
  • Away: Cannot receive new chat request, but still can finish on-going chats

To quickly switch your status, press Ctrl + Alt + S

If you are away from keyboard or can’t chat with web visitors, switch your status to “Away” manually so you won’t miss any chat requests. Also be reminded to switch to “Available” when you are ready to chat.

Get to know the Dashboard

There are 3 basic parts of the Dashboard that you have to understand before using it:

  • Online status of visitor
  • Visitor information
  • Actions you can take during a chat

Online status of visitor

In the Dashboard, you can chat with each website visitor in a separate chat window. Visitor status is represented as small colored dot in the minimized chat window.

  • Active visitor: People who are currently on your website and browsing through pages.
  • Idle visitor: People who open your website but isn’t on it, or don’t have any activities in more than 5 minutes.
  • Offline: People who close your website for longer than a minute are considered offline visitor. If they reopen your website after 1 minute, it will be counted as a new session.

Read more about Visitors

Visitor information

Subiz let you monitor important information of every website visitor, which gives you insights about where are they from and what they are looking into. From these information, you will be able to address and resolve their problems easier.

Visitor information is displayed on the left side of chat window, which included: Name, email, phone number, time on site, type (returning or new visitor), location, label, pages they’re looking at, referrer URL, IP and OS.

Actions you can take during a chat

On the chat window of Dashboard, you can see an Action menu, which allow you to: Transfer chat, end chat, block a visitor.

These actions can also be executed by typing commands in the chat box:

  • !end: End a chat
  • !transfer @username: Transfer the chat to a specific agent
  • !block: Block the visitor

Agent can also tag the conversation from the chat window. This can be done quickly by typing “!tag + tagname” command.

Read more about Chat tag

Customize chat widget

Website visitors will be chatting with you via a chat widget on your website. You can customize its content and appearance so it match your website’s design.

What you can change about the chat widget:

  • Color
  • Logo
  • Default agent avatar
  • Auto chat invite
  • Chat bubble
  • Text

Read more about Chat widget customization

If you want to change text content on chat widget, also be reminded to change it all for Online/offline chat widget, online/offline button.

Read more about customizing text content

More useful resources

To help you make the best out of your business with Subiz, we have prepared detailed documentation, handbooks and articles. These documents will help you use Subiz in the most effective way.

Subiz’s support heros are also available to help you anytime. You can directly chat with us from Subiz website or drop us a line at support@subiz.com. We are always here to help!

Chat widget on mobile devices

For those websites which is optimized on mobile browser, Subiz chat widget has been designed to be fully responsive. By which, visitors are enable to explore the site and chat in in one web interface. This allows  website visitors to chat with agents in the most convenient way.

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The following are some notes for Subiz mobile widget:

  • When visitor minimize the chat widget, it displays as a small button.
  • Similar to desktop version, widget opens directly on website.
  • The chat widget takes up to 90% of the screen area, but not opens to full screen.
  • When chatting with agent, visitors can press Enter to begin a new line and tap “Send” button to send the message.
  • Mobile chat widget are customizable by using CSS but elements such as: height, width
  • Chat bubble is not supported for mobile devices.
  • If you set up an auto invitation trigger, visitor will be notified by a number displayed on chat button instead of automatically open-up chat widget

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Customize mobile chat widget

In order to customize mobile widget with CSS, follow these steps:

  1. Login Dashboard > Settings > Chat Widget > Theme
  2. Click on Customization
  3. Insert CSS code, add “#subiz_mobile” to each element.
  • To align chat button:

  • To hide mobile chat widget

  • To customize theme color (button, widget)

  • To change text color and font size

For more CSS customization examples, please refer to this article

Note:

  • You can’t change the width and height of mobile chat widget
  • If you want to customize desktop chat widget, use “#subiz_desktop” instead of “#subiz_mobile
  • If you don’t add either “#subiz_desktop” or “#subiz_mobile” before CSS code, then it will be applied for both desktop and mobile version.

If you have any ideas about mobile widget customization, share with us  by writing to support@subiz.com

Update subscription information

During your payment period, you can change any information of your subscription at any time.

To update subscription information, log in Dashboard > Come to Subscription (At the top portion of dashboard page)

There are some actions you can take to change your subscription such as:

Purchase more agent(s)
Reduce agent(s)
Change billing cycle
Edit payment method
Change plan
Renew subscription
Charge credit
Downgrade

Purchase more agent(s)

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Make the payment for newly added agents:

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Reduce agent(s)

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Update the subscription renewal period

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Update payment method

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Change the subscription plan

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Renewal

Renewal billing information will be displayed at the end of subscription period.

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Make sure that your credit card is ready to be charged for renewal fee.

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Credit

Credit (currency: USD) provides you a more convenient way to pay for Subiz billings any time you need. Its payable value is exact the same as when it was originally transferred to Subiz credit.

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Downgrade to Free package / Deactivate account

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Create new subscription

Following the steps below to upgrade your account by creating new subscription:

  1. Go to Subscription page

    St0_Dashboard

  2. Customize the subscription plan to suit your need

    St1_Subscribe

  3. Fill in your billing information

    Review order completion

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Trigger note

While using Trigger feature, there are something you need to know about it:

  • Trigger is premium feature which is only supported in Premium or Trial accounts
  • In Standard plan, you can create 3 triggers in maximum. In Advanced plan, you can use unlimited number of trigger.
  • If you select “Fire only once per visitor”: Trigger will be executed once only during a visit
  • If you change any parameter in Trigger, the changes will be applied in the next visit for all visitors who are browsing on website.
  • Click into (+) to add more condition or action
  • In one visit, Trigger implements auto invitation action once only
  • In case a visitor’s information meets the conditions of more than one trigger, then Subiz will execute the trigger that was created earlier based on the trigger list.

For example:

You set 2 triggers :

  • Trigger 1: Auto invite visitors who browsed at least 1 page
  • Trigger 2: Auto invite visitors who come to a certain page URL (for example: Payment page)

So when a visitor’s information meets both 2 conditions (Visitor page count >= 1 and page URL equals to abc.com/payment.html), Trigger 1 will be executed.

 

Trigger library

Trigger library includes 4 triggers which are set up for customer to use this feature easily.

To use this library, follow those steps below:

  1. Dashboard > Untitled-2Settings> Trigger
  2. Trigger library (Next to What is trigger?)
  3. Click into Use this trigger
  4. Turn ON status and add more condition if you want.
  5. Edit greeting messages in Action

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At the moment, Trigger library includes 4 scenario:

  1. Auto invite new visitors
  2. Auto invite after visiting 10 seconds
  3. Auto invite returning visitors
  4. Auto invite visitors who browsed at least 3 pages.