Subiz is an online customer service and help desk solution. It replaces most inefficient support systems with a service that centers on real-time chatting and visitor tracking. You can talk with your clients and learn everything about their needs in a few clicks.
The platform lets you chat with clients and learn everything about them in real time. You can share files and record conversations. The interface can also be customized to fit your company image. Tasks can be assigned to various individuals and groups. You can also run data analysis and create reports that can be sent to specific team members.
The primary feature in Subiz is the chat system. It runs in real time and with it, you can check when your customers are typing something or when they are waiting for a response. You can also check your visitors’ information to see who they are and what they need.
The chat process can be automated to make engagement faster and easier. The system can send greetings based on what customers click on the site. You can add bubble notifications using either a template or your own design to catch their attention. There is even an offline mode that lets clients send emails for you to respond to.
The chat feature comes with built-in commands. These commands include ending a chat session and transferring files. There’s also a chat history feature, which is indispensable when dealing with returning clients as you can access previous sessions you had with them and continue conversations about whatever issue that was being tackled. You can also make canned responses to fill out entire messages with a few keywords and save entire conversations in a transcript.
The system allows you to do HTML coding to customize the chat interface. Different languages can also be used to engage various clients at a time. Notifications can be sent to your desktop to keep you informed of any new messages. Social media engagement can also be encouraged by adding Facebook and Twitter widgets.
When customers use your service, you can expand Subiz to fit several different pages of your company. If they cause issues (e.g., spamming), you can ban problem visitors. There is also a routing system to redirect requests to the first available agent.
When answering various customer complaints or requests, an entire team—or department— can use Subiz to provide quality service. Whole departments can be assigned to deal with specific customer queries. For example, technical issues can be automatically sent to the IT department or payment requests can be redirected to the finance department.
Aside from teams, agents can be assigned to deal with certain messages. You can track each person and team on the system’s dashboard. With it, you can see how many are in a respective department and their roles in the customer service group. Accounts for different agents can be made and limited according to their role. This means features available to admin can be kept off limits from other personnel.
Reports and Third-Party Software Solution Integration
The developers of Subiz have taken into account the need for per-agent and per-department performance evaluations. Using Subiz, you can use data reports and graphs to evaluate your employees. For groups, you can filter the specific departments to review and check their chat histories, ratings, and overall statistics. For agents, you can check their missed messages, availability, and customer satisfaction.
Subiz can also integrate with certain third-party software analytics solutions. This includes Google Analytics. You can also add Subiz to different shopping sites such as Shopify or content sites such as WordPress.
Subiz stands out thanks to a customizable chat system. With real-time messaging and pre-generated conversation bubble designs, you can give your clients an engaging and visually attractive experience. You can also gather information about your customers and file the conversations for future reference.
A highlight of the solution is its task management system. You can create several department and agent accounts with which to redirect customer queries to. Each of these accounts can be tracked, allowing you to monitor performance and statistics. You can also use the data to create specific reports based on how they engage their customers and how well they do it.
Another highlight is the data integration and report system. As mentioned before, specific employee or department reports can be created. You can either use Subiz or integrate Google Analytics for advanced graphical reports. It can also be used on other shopping sites like Shopify or Magento.
The software has two packages. Each package charges according to the number of agents in the company. You can opt to pay for Subiz in various charge periods—from every month to every six months to every year. There is also a free trial, which lasts thirty days.
The first deal is the “Standard” package. It allows for up to 100 concurrent chats for your customers. Up to three different triggers can be set (to automate greetings and assistance messages to your clients). It costs around $9.59 per agent. This deal is recommended if your company is medium-sized and you want basic customer service. The following features are included:
- 24/7 Technical Support – This includes:
- Chat and email
- 3-month chat history and analytics report
- Chat dashboard – Track different agent conversations and performance.
- Real-time messaging
- Pre-chat surveys
- Agent rating – Grade your agents based on their availability and engagement.
- Chat transfers
- Export history
- Facebook integration
- Visitor monitoring – Check on what your customers are browsing and their information.
- Visitor blocking
- Customizable chat widget – Offers either a premade or unique design for your chat bubbles.
- Multiple languages
- Multiple website support
- Agent accounts
- Role-based access
- 100 concurrent chats
The second deal is the “Advanced” package. This expands the concurrent chats for your customers to 200. Triggers now are unlimited. It costs around $16.8 per agent. This deal is recommended if your company is large and caters to several branches and clients. All the previous plan’s features are included. The extensions are:
- 200 concurrent chats
- 6-month history and analytics report
- Unlimited triggers
Subiz is an in-depth, online customer service platform. It has features for real-time messaging, file sharing, third-party site integration, real-time reporting, and role-based access. A standout feature in Subiz is its task management system. This solution is recommended if your company is medium-sized and needs a fast client engagement program at an affordable price.