About

24/7 Mac technical support platform powered by LiveExperts. Provides instant help for Mac issues through AI-powered Help Bot and live expert chat. Pay-as-you-go credit system with no monthly fees or installation required.

Features

1. AI-Powered Help Bot
   Instant automated troubleshooting for common Mac problems. Resolves 60% of issues without human intervention, reducing support costs.
2. Live Expert Chat (24/7)
   Connect with 12 live Mac experts for complex issues. Average response time 1-2 minutes with screen sharing and remote assistance.
3. Credit-Based Pricing
   Pay-as-you-go system with 50 free trial credits. No monthly subscriptions or commitments, only pay for support used.
4. Web-Based Platform
   No installation required, works directly in browser. Supports all Mac models and macOS versions from any device.
5. Secure Conversations
   SSL/TLS encrypted chat with data privacy compliance. No storage of sensitive information after session ends.

Technical Development

Live Chat Interface

• Frontend
  Chat window with message bubbles, typing indicators, file upload, emoji support
• Backend
  WebSocket (Socket.io) for real-time messaging, message persistence in PostgreSQL
• Features
  Chat history, session management, agent availability status

AI Help Bot

• Frontend
  Chat interface with bot avatar, suggested actions, quick reply buttons
• Backend
  OpenAI GPT-4 integration for natural language understanding, Mac troubleshooting knowledge base

Agent Routing System

• Frontend
  Queue position indicator, estimated wait time display
• Backend
  Redis-based queue management, agent availability tracking, skill-based routing

Routing Logic

• Check agent availability and current workload
• Route based on issue type (hardware, software, network)
• Priority queue for paid customers

Credit System

• Frontend
  Credit balance display, purchase credits modal, usage history
• Backend
  Credit transaction API, Stripe integration for purchases
• Pricing
  1 credit = 1 minute of support, packages from 50-500 credits

Session Management

• Frontend
  Active session timer, session history, transcript download
• Backend
  Session state management in Redis, auto-timeout after inactivity

Session Workflow

• User starts chat (creates session)
• Bot attempts resolution (free, no credits)
• Escalate to live agent (credits start counting)
• Session ends, credits deducted, transcript saved

Agent Dashboard

• Frontend
  Active chats panel, customer info sidebar, canned responses, screen sharing controls
• Backend
  Multi-session handling, performance metrics, real-time notifications
• Metrics
  Response time, resolution rate, customer satisfaction, credits per session

FAQ System

• Frontend
  Accordion component with 11 common questions, search functionality
• Backend
  Static FAQ content API, analytics on most viewed questions
• Categories
  How it works, pricing, technical requirements, security, compatibility

Contact Forms

• Frontend
  Multi-step form (billing, customer support), validation with react-hook-form
• Backend
  Ticket creation API, email notifications to support team

Contact Channels

• Billing
  +44 808 501 3498, support@live-experts.com
• Customer Support
  +44 808 501 4056, support@live-experts.com
• Response time
  Within 24 hours

Analytics and Reporting

• Frontend
  Dashboard with charts (resolution rate, average session time, credit usage)
• Backend
  Time-series data in PostgreSQL, aggregation queries

Key Metrics

• Bot resolution rate (60%)
• Average response time (1-2 minutes)
• Customer satisfaction score
• Credits per session average

Security Implementation

• Frontend
  SSL/TLS encryption indicator, privacy policy acceptance
• Backend
  End-to-end encryption for chat messages, PII redaction in logs
• Compliance
  GDPR-compliant data handling, automatic session data deletion after 30 days