Centralized email contact point: automate level 1 and reduce email workload by 30%.

In short

Email is still one of your main channels for delivering customer support? Move to automated email support on the technical hotline: efficient, fluid, manageable customer support by email, +30% productivity, and expertise focused where it matters.

What our clients tell us

• “More than 50% of our communication goes through email. Traceability and reporting are critical.”
• “20% to 30% of requests are repetitive.”
• “Email is necessary to keep evidence for warranty claims or disputes.”

Centralized email contact point: automated customer support by email

Deploy a single dedicated support email address, complementary to the WhatsApp entry point, and focus your team on complex problems. FIXEE handles level 1 requests and ticket management. Each case is multi-contact, multi-channel, and multilingual.

In practice:

1. Incoming email ⇔ one case
2. Askia Client answers and qualifies 24/7, in multiple languages
3. A hotliner takes over with full context when needed
4. Multi-requester: each party on their preferred channel (email / WhatsApp / web)
5. Per-requester translation and video assistance when required
6. AI-generated reports and a fully dynamic knowledge base

Level 1 automation: Askia Client 24/7

Results

• 15% to 30% of email traffic handled by Askia Client (level 1)
• 99.5% of emails tracked and auditable
• ≥ 80% of interventions documented
• −80% time spent writing reports

“To get a customer back up quickly and effectively, you need two things: available expertise, and a communication channel. By integrating email alongside WhatsApp, web chat, and interactive video assistance, FIXEE offers multi-channel orchestration that can streamline up to 80% of customer support exchanges.” – Cyril Burkovic, CEO

Key features

• Level 1 support automation: Askia Client handles incoming email 24/7 (100+ languages) and escalates when needed.
• Automated ticketing: create or attach to the right ticket.
• Fast read-and-act: chat-style thread, cleaned-up emails, attachments in one click.
• Collective intelligence: group collaboration with up to 10 participants.
• Private chat: internal collaboration stays confidential.
• Instant translation: 100+ languages.
• Automatic report generation: ready for audit and sharing in one click.

Availability

• General availability: January 9, 2026
• Pricing: Included for all subscriptions from July 1, 2025

FAQ

Who is this feature designed for?

Private chat is designed for customer support teams whose operations require the exchange of confidential information with colleagues and partners (distributors, installers, suppliers, etc.) in order to resolve customer cases quickly.

Exactly what problem does this feature solve?

Private chat addresses the lack of traceability in exchanges between colleagues and partners related to a specific customer case. With FIXEE’s collaborative customer support software, centralize all interactions, collaborate efficiently to reduce resolution times, and capitalize on shared knowledge.

How does it work in practice?

Invite colleagues and partners (via SMS, email, or WhatsApp) to participate in an intervention and assign them specific roles. Each participant can interact with the customer in the public chat. Open a private chat within the intervention to communicate confidentially with colleagues and partners.

How does it differ from existing solutions?

FIXEE’s collaborative customer support software is designed to reduce resolution times in industrial technical support environments. The key challenge is making expertise readily available to quickly qualify and resolve issues. Private chat complements the toolset by enabling the mobilization of expert knowledge and fueling a virtuous cycle of knowledge capitalization and reuse.

How does it fit in with the rest of the product?

The private chat feature is natively integrated into FIXEE’s collaborative ticketing system.

What impact is this expected to have on user performance and efficiency?

By centralizing confidential exchanges within a single interface, FIXEE reduces the number of tools hotliners need to use, streamlines collaboration, and shortens customer issue resolution times. This improves the day-to-day experience of support agents and increases customer satisfaction. Ces articles pourraient vous intéresser Capturing technical knowledge with AI: promise, reality and vigilance February 17, 2026 Private Chat : collaborative technical support software — efficiency and confidentiality November 23, 2025 Customer support software for multiple stakeholders : seamless communication and centralized ticketing November 23, 2025 FIXEE Legal Information Cookie Policy Privacy Policy Terms and conditions of sale Terms and conditions of use of the services Contact Let’s stay in touch Subscribe to our newsletter to stay updated. © FIXEE 2025 – All rights reserved Go to Top