Collaborative remote assistance - Group extension

At a glance:

Put an end to scattered exchanges (email, SMS, telephone, WhatsApp groups, etc.) and time wasted tracking down information. With the Group Extension option**, you can mobilize your skills to deliver the best collaborative remote assistance.** At FIXEE we have identified two frequent cases:

• On the one hand, many users create WhatsApp groups to help each other collaborate with colleagues or solicit external partners. Although practical, this method does not allow for any traceability or capitalization of exchanges.
• On the other hand, some users have to multiply exchanges (e-mail, telephone, Teams) to consult their colleagues or partners, resulting in a waste of time and an obvious lack of efficiency.

  With the new Group Extension, FIXEE now offers the possibility of inviting up to 10 contributors to a single intervention. Contributors can be hotliners with full intervention capabilities, or contributors (internal or external) with rights adapted to collaboration. The objective is clear: collective intelligence enables much faster troubleshooting, capitalizing on exchanges and significantly boosting productivity and profitability, while considerably increasing customer satisfaction and sales.

We’re responding to a need that came to us from the field: to enable fast, simple collaboration by centralizing exchanges in a single, secure space, and guaranteeing immediate capitalization of know-how. This extension enables our teams to be more efficient and responsive, to the complete satisfaction of their customers. - Cyril Burkovic, CEO of FIXEE

Key features :

The Group Extension lets you invite up to 10 people (hotliners and internal or external contributors) to the same FIXEE intervention.

• Hotliners can fully manage the intervention (assign themselves, escalate, communicate, launch instantaneous translation, carry out video-assistance, generate the intervention report).
• Contributors (sales, quality, design, suppliers, distributors) can :
  • Participate in live chat,
  • Participate actively in interactive video-assistance sessions,
  • Send and annotate photos, videos and documents,
  • Actively contribute to the resolution of the intervention.
• the customer, on the other hand, communicates via his WhatsApp application on the official industrial after-sales service number.

Availability :

• General availability: July 25, 2025
• Pricing: contact our team

FAQ

Who is this feature designed for?

After-sales service for industrial companies, as well as distributors or partners requiring intensive collaboration to solve complex problems remotely.

Exactly what problem does this feature solve?

The group extension of remote assistance interventions puts an end to scattered, untraced and undocumented exchanges, centralizing them all within a single intervention for efficient collaborative resolution .

How does it work in practice?

A hotliner can invite up to 10 other internal or external contributors , each joining the FIXED intervention with a specific role (hotliner or contributor).

How does it differ from existing solutions?

Unlike other support solutions, or individual WhatsApp, FIXEE enables instant capitalization of exchanges, complete traceability, automatic report generation and centralization of all information in the company’s knowledge base.

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

The extension complements existing functionalities (interactive visio-assistance, QR code, intelligent assistant, etc.) and integrates seamlessly into the FIXEE ecosystem.

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

The extension drastically reduces the time spent consulting various parties, and significantly improves the speed of problem resolution. It contributes to increased productivity, greater profitability and a noticeable improvement in customer satisfaction, leading ultimately to higher sales.