Customer support · Equipment & machinery
Free yourself from the repetitive. Focus on what matters.
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The reality of your day-to-day
Customers chasing you, requests getting lost, teams improvising: disorganized support costs far more than you think.
"Requests come in by email, WhatsApp, sometimes by phone. Everyone handles them in their own corner. We don't know who dealt with what, we lose track of cases, and customers chase us because they have zero visibility. We know it's holding back our growth, but we don't know where to start."
Email, WhatsApp, phone: every channel lives its own life. Impossible to know whether a request was handled, by whom, and when.
The history lives in a few people's heads ... and on their personal WhatsApp. Sick leave, someone leaves: open cases fall into a void.
How many requests this month? Average response time? Which customers contact you most? Without data, you can't anticipate or improve.
Unhappy customers who don't renew. Maintenance contracts not offered. Repairs not billed. Disorganized support is a cost center that should be a growth lever.
The vicious cycle of technical support
"Support quality depends on a handful of key people. The day one of them leaves, the expertise walks out too. Hiring doesn't fix it: qualified profiles are scarce, and ramp-up takes months. Expertise must live in a system, not just in people's heads."
Your best people spend their days firefighting. They have no time or appetite to document. Know-how piles up in their heads — and nowhere else.
With no accessible knowledge base, every new technician can only learn by shadowing. For 6 to 18 months, juniors depend on experts; experts are constantly interrupted, and customers wait.
The answer depends on who's available that day. One expert on vacation, traveling, or sick — and the team can't deliver. Your customers feel abandoned.
Every departure takes years of accumulated know-how. No document, no tool compensates. You almost start from zero — growth is capped; it's a vicious circle.
The reality of your day-to-day
"We get 60 calls a day with 3 people. Requests pile up and some go unanswered. Urgent cases get buried. Billable work never happens. Customers go to competitors. Teams are stressed and discouraged."
Without a response, customers call back and follow up. The same case takes three times as long.
Up to 50% of your agents’ time is spent handling repetitive questions rather than advising and selling.
Every request left unhandled is a repair or a contract that will never be billed.
Overloaded, without visibility or suitable tools, teams burn out—in a context of staff shortages.
The reality of your day-to-day
"The customer calls. They try to describe the problem in their own words and from their own understanding, but it doesn't help the diagnosis. A lot of back-and-forth begins, sometimes even a site visit. Five days later, the problem could have been fixed in two hours with a quick diagnosis."
On the phone, a technical description doesn’t get through. Across borders, language blocks you. The technician interprets and gropes forward.
To solve a case, you have to bring in engineering, the distributor, the supplier, and more. Each on a different channel. Nothing is centralized.
The case has almost certainly been handled before. But the expert is unreachable. So you start from scratch, it costs money, and the customer waits.
A technician arrives on site. Misdiagnosed remotely, they don’t have the right skills or the right equipment. Costs skyrocket — and so does pressure on the customer.
What FIXEE does in practice
FIXEE centralizes your exchanges by email, WhatsApp, and WebChat. Your customers change nothing. Your teams find everything in one place.
Email, WhatsApp, web chat: every request lands in a single workspace. No more exchanges lost in inboxes or on individual WhatsApp accounts. Every case is tracked, assigned, and followed, with a full history.
Every request automatically creates a ticket. Your teams know what's urgent, what's waiting, and who's on it. No more duplicates, no more missed cases, no retyping.
Your AI assistant welcomes and pre-qualifies new requests, answers frequent questions, 24/7. It escalates complex cases when needed, with full context. Your teams focus on what needs their expertise.
Satisfaction survey after every resolution. Volume, response time, resolution time, load per channel and per team member, etc.: all statistics are visible in real time on your analytical dashboard. You run your service with quantitative and qualitative data.
An intervention report is automatically generated for each ticket and feeds the knowledge base. All teams find information instantly via Askia Hotliner. When someone is absent or leaves, the knowledge stays available.
What FIXEE does in practice
A virtuous cycle: every resolution enriches the knowledge base, without pulling your teams away from their mission
Recurring questions — standard procedures, spare parts, manuals — are handled automatically by the multilingual AI assistant Askia Client, 24/7. Your experts are no longer interrupted for requests a junior could handle.
Email, WhatsApp, web chat: your customers and distributors reach you on the channel of their choice. Everything is centralized in the FIXEE Console. Every exchange is translated instantly for each participant, up to 20 people on the same case.
Every intervention automatically generates a structured report. No more end-of-day data entry. Your documentation base grows naturally, with every resolution.
Askia Hotliner gives access to all accumulated expertise (intervention reports, technical documentation, procedures, etc.) in a single question. Teams find answers and their sources instantly. Ramp-up is faster, and so is resolution time.
What FIXEE does in practice
AI takes recurring questions off your team's plate so they can focus on what matters
Your assistant welcomes every new request instantly. It pre-qualifies and answers frequent questions. When needed, it escalates to your teams with full context.
Email, WhatsApp, web chat: your customers contact you where they prefer; everything lands in one screen. No more exchanges lost in shared inboxes or WhatsApp groups. Every request is tracked, assigned, and followed up.
When it's hard to understand each other for remote diagnosis or resolution, video starts in one click. The customer shows; your agent guides. Unnecessary travel is eliminated.
When Askia Client cannot answer, it escalates. Your agent sees what the AI doesn't know yet and can enrich the knowledge base. Next time, Askia will know. Less volume for your teams, instant, higher-quality answers for your customers.
What FIXEE does in practice
Interactive video assistance, centralized collaboration, instant translation, and AI-activated knowledge: four levers to cut your resolution times
The customer shows their situation in one click, with no app to install. The technician annotates the feed in real time, captures HD photos remotely, and guides the fix. The session is recorded; the report is generated automatically.
Right diagnosis the first time. Unnecessary travel eliminated.
Bring colleagues, distributors, and suppliers onto one case in one click, via email, WhatsApp, or SMS. Internal exchanges stay confidential, separate from the customer thread.
Collective intelligence mobilized instantly. In full confidentiality.
Customer in Brazil, technician in France, supplier in Germany: everyone exchanges in their own language. FIXEE translates instantly across 40+ languages. The language barrier is no longer a hurdle to resolution.
Language is no longer a barrier. Distance neither.
Before calling the expert, the technician asks Askia Hotliner. Past reports, documentation, procedures: similar cases surface in one question, with sources. Knowledge builds with every operation and strengthens with every intervention.
The right information, at the right moment — without depending on one person.
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They chose FIXEE
« Adopted very quickly by our teams. Several years later, it became an everyday tool. »
« An affordable, easy-to-use tool for an SME that gives us video assistance with AI — without complexity. »
« An impressively valuable system. Any SME or mid-sized industrial company operating internationally could benefit. »
« We had no traceability of hotline activity — gaps in follow-up and no way to identify improvement areas. Today the service is structured; I know in real time how many requests are open, by whom, and since when. Nothing falls through the cracks anymore. »
They chose FIXEE
« Hotline load divided by 10. Resolution time halved. Fewer site visits. Above all: knowledge is finally captured and available to every team. »
« On complex cases, FIXEE helped us cut resolution time by 2x to 5x. That's where you really feel the difference. »
« Our customers and distributors had a real wow effect. Some spontaneously created their own FIXEE account after one of our interventions. »
« We struggled to recruit and train young people for very demanding technical hotline roles. With FIXEE, the role is more attractive and new hires find knowledge easily — without spelunking through documentation or calling veterans. »
They chose FIXEE
« Hotline load divided by 10. Resolution time halved. Fewer site visits. Above all: knowledge is finally captured and available to every team. »
« A performant, simple solution to deploy for frequent questions from international customers 24/7, including when our offices are closed. »
« Our customers and distributors had a real wow effect. Some spontaneously created their own FIXEE account after one of our interventions. »
« We have five stores. My technicians came home with half the calls still unanswered. With Askia Client, recurring questions are handled automatically; technicians are only involved when needed. Everything is tracked. A real breath of fresh air. »
They chose FIXEE
« On complex cases, FIXEE helped us cut resolution time by 2x to 5x. That's where you really feel the difference. »
« Hotline load divided by 10. Resolution time halved. Fewer site visits. Above all: knowledge is finally captured and available to every team. »
« An affordable, easy-to-use tool for an SME that gives us video assistance with AI — without complexity. »
« We used to send technicians on site regularly just to qualify the issue. With video, we diagnose remotely and only intervene when it's really necessary. »
Live in no time
Light setup · Simple, guided onboarding · Results you can see from day one
No. FIXEE is configured in a few days. We support you from A to Z. Your email address and WhatsApp number are connected at go-live, with no heavy technical work.
The key factor is communicating the official contact points to your customers. The benefits felt from day one do the rest: less stress, more efficiency, more flow. The interface is intuitive, onboarding is guided, and every channel lands in one place.
No. Your customers keep sending emails and WhatsApp messages. On their side, nothing changes. On yours, everything is centralized, tracked, and managed.
Rollout is light — a few days. We move at your pace: step by step or all at once.
Because FIXEE doesn't change your customers' habits and spares your teams duplicate data entry. Tickets are created automatically, escalated once pre-qualified, with clear context. Everything is in one place. Reports are generated automatically. That's the difference from a forced tool nobody wants.
Askia Client only answers from your content and your rules. You define what it can say, what it must escalate, and in what tone. When in doubt, it hands off to a human.
FIXEE doesn't replace your phone system — it relieves it. You can't judge a customer's case priority the moment you pick up. And once they're on the line, it's hard to tell them they're not a priority. With FIXEE, you add a smooth, instant middle step that lets you prioritize cases and focus your teams on what really matters. They can call the customer back or launch video assistance from FIXEE. Your phone line is less congested.
Yes. Every message is translated instantly into each participant's language — 40+ languages. Askia Client answers directly in the customer's language.
We take care of your data. FIXEE is hosted in France, GDPR-compliant, with encrypted transfers. You remain the owner of your data.
From the first week, you have full traceability of your exchanges. Within a month, you have your first service statistics. Our clients usually see the first productivity gains within the first 30 days.
Yes. FIXEE ingests what exists: PDFs, emails, past tickets. You don't need to rewrite everything — the assistant learns from what you have, even if incomplete. It improves with every resolution.
FIXEE deployment is light and fast. We take care of the main setup. Your IT team only needs to get involved if your company is behind a firewall, and for part of the email inbox configuration in FIXEE. Typically it takes 1 to 1.5 hours.
Askia Hotliner, the AI assistant, cites sources on every answer: your technicians see exactly where information comes from. Artificial intelligence does not replace the expertise of support technicians and engineers; it helps them be more efficient by making some tasks easier, such as automatic documentation of interventions and information lookup.
FIXEE is hosted in Europe and complies with GDPR. The AI assistants are operated by FIXEE under strict confidentiality criteria. You control the data you use in FIXEE. Your data is confidential, not accessible to third parties, and is not used to train models.
Yes. You can invite any partner as external contributors in FIXEE. They see the conversations that concern them and collaborate with your teams — not the rest of your space.
Yes. FIXEE includes automatic translation in 40+ languages, in a multichannel setup (email, WhatsApp, chat). You keep your shared mailbox and your WhatsApp number; customers keep writing where they are used to, in their languages.
You don't want to overpay for a full platform with many features your teams never use. FIXEE offers packaged plans to get started, as well as tailored offers aligned with your goals. Most of our plans include unlimited users. You can start from around €2,000 per year, then grow coverage and volumes as your activity expands.
Generic assistants answer from public knowledge. Askia Client from FIXEE is grounded in your documentation and past tickets. It answers in your tone and vocabulary. You keep full control of escalation rules.
When Askia Client doesn't know the answer, it escalates to your team with full context. Your teammate sees exactly what the AI didn't know and can enrich the knowledge base very easily. Next time a similar question arrives, Askia Client can handle it automatically.
Askia Client only answers from knowledge you have provided. If it isn't confident enough about a reply, it escalates to a human agent. You set the confidence threshold below which it must not answer. Every reply is visible in cases and you can correct its knowledge as you go.
Yes. You configure your shared email address and existing WhatsApp number so everything is centralized in FIXEE and every new inbound request is handled by Askia Client. Customers keep the contact points they already use.
No. FIXEE and your phone hotline work together in an optimized journey. FIXEE is tier 1 in writing — to welcome, qualify, and handle non-critical issues. At tier 2, your teams have full context to prioritize and launch video assistance in FIXEE or use your phone hotline on complex cases. This improves responsiveness for customers while boosting productivity: your teams focus on cases that truly need their expertise.
No. Customers keep sending emails, WhatsApp messages, or using chat as they already do. Askia Client works transparently on those channels.
Yes. Askia Client answers in more than 40 languages. During cases, every exchange is translated instantly for each participant — even when several people in different languages collaborate on the same ticket.
A few days. No complex migration, no long training. Channels (email, WhatsApp, chat) are enabled at go-live. You don't need an exhaustive knowledge base to start benefiting from Askia Client. Rollout is very light.
No per-resolution fees. Tired of paying too much for features you never asked for? At FIXEE we offer flat pricing aligned with your goals and needs. No surprises at month-end.
FIXEE is hosted in France, GDPR-compliant, with encrypted flows. Our compliance is audited by the external firm Dipeeo.
No. The customer receives a link via their preferred channel and opens the session in their browser. No install, no account to create.
You invite colleagues, distributors, or suppliers to a ticket by email, WhatsApp, or SMS. Everyone exchanges with the customer or in private. Delegate, brief your stand-in — everything stays centralized in the same case.
Askia Hotliner ingests the documentation and intervention reports you add to its knowledge base. The technician asks in natural language; Askia Hotliner returns a structured answer sourced only from the knowledge base.
Quite the opposite. FIXEE frees them from repetitive requests so they can focus on complex cases, training, and continuous improvement.
Yes. Every message is translated instantly into each participant's language (40+ languages available).
Yes. FIXEE offers voice mode and HD photo capture when bandwidth is limited.
See how in 30 minutes: an actionable takeaway on the spot.
See how in 30 minutes: an actionable summary on the spot.
Estimate your potential: 30-minute diagnostic
Estimate your potential: 30-minute diagnostic
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