liveConnect

General

What is liveConnect?

liveConnect is a cloud-based, virtual contact center that makes it easy for any business to deliver better customer service at a lower cost. liveConnect enables instant two-way Live Chat and Live Call communications with your customers using our proprietary communications technology integrated into your Mobile App(s) or Website(s).

Who should use liveConnect?

If you’re looking to improve your contact center experience, you can benefit from using liveConnect! Whether you need 1 agent or 1000 agents, we have a scalable and customizable plan that will fit your company and your budget.

What is 1-click-call?

1-click-call is a configurable interaction feature offered by liveConnect that enables web visitors to reach your business staff by just clicking on the web widget installed on the website.

Why 1-click-call?

1-click-call is the fastest way your customers and web visitors can reach your business staff by eliminating multiple clicks.

How do Visitors interact with liveConnect?

Your web visitors will simply click the Widget icon embedded on your web page to start a voice call.

Can my web visitors call my business support staff for free?

Yes, your web visitors will not incur any calling charges.

Can I answer incoming calls from visitors on traditional phones?

Yes, you can set up your preferred destination as your landline or cell phone number.

Is it difficult to set up and get started with liveConnect solution?

To the contrary, liveConnect solution is quick and easy to get started with. The implementation involves copying and pasting the widget code snippet to your web pages. M800 provides comprehensive product documentation from installation to configuration instructions. See the liveConnect Developer Guide to get started.

Do you have an example page of how the liveConnect widget looks like?

Yes, we do. Please visit our website, m800.com, and at the bottom right corner, you will see the liveConnect widget. Click on the Widget to interact with it.

liveConnect Widget on m800.com

liveConnect Widget on m800.com

Can I purchase Toll-Free or DID numbers from M800 and link with liveConnect Widget?

Yes, of course.

Can I integrate liveConnect widget on more than one website or domain?

Yes, you can integrate our liveConnect Widget in multiple websites to fully support your business operations.

What is the benefit of being 100% cloud-based solutions provider?

  1. You do not need to manage hardware, space, or telephony infrastructure.
  2. Admins and Agents can use liveConnect anywhere as long as they have an internet connection and a supported browser.
  3. You do not need to plan for scaling up or down. The system can evolve with your company and grow and shrink as you need.

How secure is liveConnect?

Strong Security! Data encryption to ensure that all communications recorded remain private. Private and secure storage of each customer’s communications data history.

Is liveConnect GDPR compliant?

Yes, indeed. M800’s liveConnect platform is GDPR-compliant.

What is your uptime SLA?

99.95%

Admin Setup

How can I add the liveConnect Widget to my website?

Integrate our liveConnect widget to your website with a few lines of code. See the liveConnect Developer Guide for detailed instructions.

How can I enable liveConnect’s 1-click-call feature?

After installing the widget, create a new tag, and assign a destination phone number.

How can I have click to call action button and link to liveConnect Widget?

Create Click to action (HTML5/CTA) button in your website and add a few lines of code. See the liveConnect Developer Guide for step-by-step instructions.

Can I link my existing Toll-Free Number, DID or any phone number to liveConnect widget? How?

Yes. You can use any of your existing phone numbers as the destination number to answer incoming calls from visitors. Follow the How to Create Tags workflow and set up your existing phone number in Destination Settings.

What is a Tag in liveConnect?

See What are Tags in the liveConnect 1.0 Administration Guide.

What is a Dynamic Directory?

Dynamic Directory refers to the intelligent behavior of our liveConnect Widget to route your visitor calls based on captured information such as the location and the site language to your preferred destination.

I am a Staff Admin. Can I create a staff admin user by myself?

Yes, as an admin you can create staff account with the admin role.

Can the Staff email address be changed?

No, the staff's email address cannot be changed. If a staff needs to change the login email, the admin will need to add a new staff account in the Admin Dashboard, then delete the old account.

Can a Staff be both Admin and Agent and answer customer (visitor) inquiry?

Yes, staff with different roles can pick up a visitor's inquiry.

liveConnect Features and Capabilities

What are your Solution Features?

Our current version has solution features such as:

  • Cross-Platform Solution
  • Multiple Channels
  • Worldwide Coverage
  • Intelligent Routing System
  • Branding Customization
  • Toll-Free or DID Integration
  • Dynamic Directory
  • High-Quality Voice Call
  • Multi-Language Support

Can I have my own widget icon to install in my websites and mobile apps?

Yes, you can upload an icon to use as your widget icon as per the specifications. See How to personalize your widget icon in the liveConnect Admin Guide.

How to track calls in liveConnect? Is there any call detail report (CDR)?

Yes, we provide Call Detail Report to our customers. For more details, see the Call Detail Report section in the liveConnect Administration Guide.

When will the call record information become available in the call detail report (CDR)?

After your call session is ended, the call detail will be updated with the details of your call.

I forgot my password, what should I do?

You can reset your password through Forgot Password link available in the Dashboard login page.

What are the supported languages?

liveConnect supports English, Simplified Chinese, Traditional Chinese, Thai, and Italian.

What are the compatible web browsers to use liveConnect?

See the Web Browser Requirements section in the liveConnect Administration Guide for details.

What happens if the visitor device browser is not WebRTC supported? Can the visitors still contact me?

Yes, we have the click-to-GSM feature, a native call from your customer's device to your preferred destination number.

liveConnect


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