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

Stack:

• React/TypeScript
• Node.js/Express
• PostgreSQL
• Redis
• WebSocket
• OpenAI API

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

Implementation:

• Agent Routing System

• Frontend: Queue position indicator, estimated wait time display

• Backend: Redis-based queue management, agent availability tracking, skill-based 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

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

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

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

Deployment:

• AWS ECS
• RDS PostgreSQL
• ElastiCache Redis
• CloudFront CDN
• OpenAI API integration
• Stripe webhooks