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Product Home  Features  FAQs  Screen shots      Demos  Platforms  Footprint  Requirements  License  Purchasing  Pricing Get answers to questions from a live representative. Frequently Asked Questions Can't find an answer to your question? Please call us toll-free at 1-888-237-8482. Have a list of requirements? To submit them to us please use our on-line Request For Information form. It's free. INSTALLATION   What is required to install Aestiva LiveHelp?   How long does it take to get installed?   Do I need to install it myself?   Can I install it myself?   Is there software to install on web site visitors computers?   Is there software to install on my staff's computers?   Can I use it from any computer in my office?   Does it require special plug-ins or Java applets?   Can I use Macintosh?   Can I use Unix/Linux? TRAINING   How much training is needed to use Aestiva LiveHelp?   Do I need to be technical to administer and maintain it?   Can my non-technical staff use it?   How much support is included?   What if I need additional support? CAPABILITIES   Can I change the look of Aestiva LiveHelp?   Can I set up "canned" responses?   Can I transfer chats to other staff?   Can I set up chat links that direct calls to specific people in my organization?   Can I have chat conferences?   Can I generate reports?   Can I export data?   Can I capture user information?   What are dynamic image links? MISCELLANEOUS   Are there any monthly/ongoing fees?   How many staff can use the product?   How do staff know when a chat request comes in?   How many chats can one staff member handle simultaneously?   What if I need to integrate Aestiva LiveHelp with an existing system?   Can Aestiva LiveHelp be further customized to fit our needs?   Does Aestiva LiveHelp have a guarantee? Answers What is required to install Aestiva LiveHelp? Aestiva LiveHelp installs into almost any business web site. The only requirement is that your site be able to run "cgi" programs. If you are unsure, ask an Aestiva sales rep to find out for you. We also recommend that you have 20 Megabytes of hard-disk space available. If you are going to use "Chat Logging" and expect a lot of usage, then keep in mind that you may need additional hard-disk space as your database grows. If you'll be using sound notification, then staff computers need to be set up for sound. Top How long does it take to get installed? Allow one to three business days for Aestiva to install your copy. Installation and installation support is included with purchase. Top Do I need to install it myself? No. Aestiva will install it for you or walk you through the installation process. Top Can I install it myself? Yes. Aestiva will provide you with installation instructions. Also, you can call us to get an install walkthrough over the phone. Top Is there software to install on web site visitors computers? No. Aestiva LiveHelp uses no plug-ins or Java applets (support for Java is being dropped from IE browsers) to ensure visitors can use any kind of browser and any kind of computer. Top Is there software to install on my staff's computers? No. Aestiva LiveHelp, even the part used by your staff, is web-based. So you run it through a standard browser. This ensures staff can use any kind of Windows, Macintosh, Linux or Unix computer. It also means that your organization can use the equipment it has in place now, or have people use Aestiva LiveHelp from any location, even from home. Top Can I use it from any computer in my office? Yes. The only requirement is that the computer needs to be connected to the web. You may use a Netscape or IE browser. Top Does it require special plug-ins or Java applets? No. Aestiva LiveHelp requires no special plug-ins or Java. It works with standard web browsers. Both staff and customers can access Aestiva LiveHelp from behind corporate firewalls. Top Can I use Macintosh? Yes! Aestiva LiveHelp is 100% web-based, so you can use any computer hooked up to the web. And your site can be hosted on any of more than a dozen different platforms Aestiva supports including Mac OS X. Top Can I use Unix/Linux? Yes! Aestiva LiveHelp is 100% web-based, so you can use any computer hooked up to the web. And your site can be hosted on any of more than a dozen different platforms Aestiva supports including Linux, Sun, BSD, Cobalt and Windows. Top How much training is needed to use Aestiva LiveHelp? Very little. Aestiva LiveHelp's intuitive, point-and-click design makes training staff easy. Usually a single walk-through is all that's needed. Top Do I need to be technical to administer and maintain it? No. Aestiva LiveHelp is a point-and-click application. Even the administrative and maintenance features are easy to use. A built-in, searchable help system is included with step-by-step instructions for using all the features. Top Can my non-technical staff use it? Yes. Your entire staff can use it. If you can navigate the web then you can use Aestiva LiveHelp. Top How much support is included? Purchase includes free installation and 90 days of support. Top What if I need additional support? Additional support can be purchased from Aestiva. Top Can I change the look of Aestiva LiveHelp? Yes. You can use your own images, colors, type styles, wording and even upload staff images. Top Can I set up "canned" responses? Yes. Aestiva LiveHelp includes the ability to create PFRs (Pre-Formatted Responses) you can send with a click. PFRs can be programmed to push web pages and images too. Top Can I transfer chats to other staff? Yes. Aestiva LiveHelp allows you to "hand off" a chat session to other staff. Top Can I set up chat links that direct calls to specific people in my organization? Yes. Aestiva LiveHelp lets you set up groups. Links are defined to page one or more groups. And staff can belong to one or more groups. Top Can I have chat conferences? Yes. With Aestiva LiveHelp, you can bring other staff into a chat with a customer. Top Can I generate reports? Yes, you can search and view logged chat session reports. Top Can I export data? Yes, you can export logged data. Top Can I capture user information? Yes. Aestiva LiveHelp gives you the option of having users fill out a form before they enter chat. And Aestiva LiveHelp automatically remembers users from previous chat sessions, so you can see individual user's histories. Top What are dynamic image links? Aestiva LiveHelp supports dynamic links - links that change according to your chat schedule. So you can set different image links to display at different times of the day. For example, a "Closed for the Holiday" link or a "Taking a Break" link. You can upload the images of your choice. Top Are there any monthly/ongoing fees? No. Aestiva LiveHelp is a software product, not a hosting service. It's installed in your web site. Unlike software rental services, it's a one-time purchase. Top How many staff can use the product? This depends on the version you purchase. See Pricing for details. Top How do staff know when a chat request comes in? When a user clicks the LiveHelp link, a small window (a "blue box") opens on the staff member's PC and displays the incoming chat request. The staff member may also be notified by a sound when a chat request comes in. Top How many chats can one staff member handle simultaneously? Aestiva LiveHelp places no limits on the number of users staff can chat with at a time. Experienced staff can handle four people at a time during peak periods. Top What if I need to integrate Aestiva LiveHelp with an existing system? Aestiva LiveHelp was designed to integrate with existing systems. If your Web site uses static web pages or is built using integration tools such as Perl, PhP, ASP or ColdFusion, then Aestiva LiveHelp can be integrated with it. And if you have a help desk, customer care system or an in-house database system then information from LiveHelp can be transferred (in real-time) to that system using LiveHelp's built-in "posting service." Call for details. Top Can Aestiva LiveHelp be further customized to fit our needs? Yes. Aestiva can offer custom development services to answer your specific needs. Give our sales department a call. Top Does Aestiva LiveHelp have a guarantee? Yes. Aestiva offers a 30-day money-back guarantee with the purchase of Aestiva LiveHelp. Top

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