New features Knowledge capitalization
Assets: every request includes the machine history
FIXEE launches Assets: the registry that links tickets, serial numbers and error codes to your installed base. Every escalation arrives with its brief.
Customer support · Equipment & machinery
Customer service, |
Free yourself from the repetitive. Focus on what matters.
Email + WhatsApp + WebChat Lightweight setup Unlimited users
The most demanding companies already use FIXEE.
What is your objective?
Choose a profile to personalize the page
The reality of your day-to-day
Your customer service can't keep up. Neither can your customers or your teams.
"Requests arrive by email, by WhatsApp, by phone. Everyone manages in their own corner. We don't know who handled what, we lose track of cases, and customers follow up because they have no visibility. It slows our growth, but we don't know where to start."
Traceability 0%
Email, WhatsApp, phone: every channel lives its own life. Impossible to know whether a request was handled, by whom, and when.
One departure is enough to disorganize everything
History lives in a few people's heads … and on their personal WhatsApp. Sick leave, a departure: open cases evaporate.
Zero visibility to decide
How many requests this month? Average lead time? Which customers ask the most, on which machines? Without data, you can't anticipate or improve.
Development at a standstill
Unhappy customers who don't renew. Service contracts not sold. Repairs not billed. Disorganized support is a cost center that should be a growth lever.
The vicious cycle of technical support
The more your experts are called on, the less they document. The less they document, the more newcomers struggle.
"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."
Experts over-solicited, capitalization stalled
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.
Autonomy ramp-up endless
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.
Support quality fragile
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.
Expertise lost with departures
Every departure takes years of accumulated know-how with it. No document, no tool makes up for it. You almost start from scratch, growth is slowed, it's a vicious circle.
The reality of your day-to-day
Your teams are overwhelmed. Your customers, frustrated.
"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."
Volume that feeds on itself
Without a response, customers call back and follow up. The same case takes three times as long.
Repetitive requests
Up to 50% of your agents’ time is spent handling repetitive questions rather than advising and selling.
Revenue lost
Every request left unhandled is a repair or a contract that will never be billed.
Turnover that’s accelerating
Overloaded, without visibility or suitable tools, teams burn out—in a context of staff shortages.
The reality of your day-to-day
Resolution takes too long. And everyone pays for it.
"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."
Diagnosis in the dark
On the phone, a technical description doesn’t get through. Across borders, language blocks you. The technician interprets and gropes forward.
Collaboration scattered
To solve a case, you have to bring in engineering, the distributor, the supplier, and more. Each on a different channel. Nothing is centralized.
Knowledge out of reach
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.
Site visits for nothing
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
A structured customer service, live in a few hours.
FIXEE centralizes your exchanges by email, WhatsApp, and WebChat. Your customers change nothing. Your teams find everything in one place.
All your channels 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.
Semi-automated ticketing
Every request automatically creates a ticket. Your teams know what is urgent, what can wait, and routing notifies the right person. No more duplicates, no more oversights, no re-entry.
Askia Client handles tier 1
Your assistant welcomes every new request instantly. It pre-qualifies then answers frequent questions and resolves known cases. When needed, it escalates to the right teams with a situation briefing.
Your customers know where their requests stand
Each of your customers finds their open and past tickets in a dedicated space. Their documents and manuals are available anytime, without contacting you.
Customer satisfaction and dashboard
Systematic satisfaction survey after every resolution. Response time, resolution time, team load, and more. You steer the activity and make decisions on factual data with indicators fed in real time.
Knowledge stays in the company
Intervention reports are generated automatically in one click. The resolved cases base builds itself ticket after ticket. Your teams find information instantly via Askia Hotliner. And when someone is absent or leaves, the knowledge stays available.
What FIXEE does in practice
FIXEE capitalizes the expertise of your best people and redistributes it to the whole team.
A virtuous circle: every resolution enriches your knowledge base, and accelerates the next one.
Relieve your hotline with Askia Client
Tier-1 requests are handled 24/7 by the multilingual AI assistant Askia Client. Requests are pre-qualified and known cases are handled automatically. Your experts are mobilized only on complex cases, with machine history for more efficiency.
Seamless multichannel multilingual support
Email, WhatsApp, Web Chat: your customers and partners contact you on their preferred channel. Everything is centralized, tracked, steered. Every exchange is translated instantly for each participant, up to 20 people on the same case.
Your knowledge capital grows with every resolution
Every ticket is automatically analyzed to feed the resolved cases base, effortlessly. You generate your reports in one click: no more long hours of writing.
Askia Hotliner redistributes know-how
Askia Hotliner gives access to all accumulated expertise (reports, resolved cases, documents, machine history) 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
Your customer service absorbs the volume without growing headcount.
AI takes recurring questions and known cases off your team's plate so they can focus on what matters
Askia Client handles tier 1
Your assistant welcomes every new request instantly. It pre-qualifies then answers frequent questions and resolves known cases. When needed, it escalates to the right teams with a situation briefing.
All channels centralized
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.
Video assistance to avoid site visits
When it's hard to understand each other for remote diagnosis or resolution, video starts in one click. Unnecessary travel is eliminated.
Askia keeps learning
Every ticket feeds the resolved cases base as well as the equipment history. The more you use FIXEE, the more effective Askia Client and your teams become. Your volume grows and resolution times drop with the same team size.
What FIXEE does in practice
Your technicians see, understand, collaborate and resolve remotely
Interactive video assistance, centralized collaboration, instant translation, and AI-activated knowledge: four levers to cut your resolution times
History available instantly
The technician has all key information when taking on a request: the equipment and its history, failures already resolved, the customer's historical tickets.
Interactive video assistance
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.
Internal and external collaboration
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.
Instant translation
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.
What it changes in practice
+0%
of traceability
+0%
of productivity
+0%
manageable
+0%
of valorisation
+0%
of productivity
+0%
of capitalisation
+0%
of volume handled
+0%
of productivity
+0%
of satisfaction
÷2 to 5
of resolution time
+0%
of satisfaction
+0%
of capitalization
They chose FIXEE
They structured their customer service
« 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
Every day, they secure their field know-how
« 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
Support teams that handle more, without hiring.
« 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
They reduced their resolution times
« 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
Frequently asked questions
We don't have an IT department. Is it complicated to roll out?
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.
Will our teams really adopt it?
The key factor is communicating official contact points to your customers. Benefits felt from day one do the rest: less stress, more efficiency, more fluidity. The interface is intuitive, onboarding is fast and intuitive.
Do our customers have to change their habits?
No. Your customers keep sending emails and WhatsApp messages. On their side, nothing changes. On yours, everything is centralized, tracked, and managed.
How long before we're operational?
Rollout is light — a few days. We move at your pace: step by step or all at once.
We already tried a tool and nobody used it. Why would this be different?
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.
We're afraid the AI will say anything to our customers.
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.
We handle a lot by phone too. Does FIXEE cover that channel?
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.
We work with international customers and partners. Does it work in multiple languages?
Yes. Every message is translated instantly into each participant's language — 40+ languages. Askia Client answers directly in the customer's language.
Our exchanges contain confidential information. How is it protected?
We take care of your data. FIXEE is hosted in France, GDPR-compliant, with encrypted transfers. You remain the owner of your data.
How long before we see concrete results?
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. The more you use your FIXEE, the more powerful it becomes.
Frequently asked questions
We don't have time to re-document everything. Can FIXEE still work?
Yes. FIXEE ingests what already exists: your PDFs, emails, past tickets, customers and equipment fleet. You don't need to rewrite everything: the assistant works from what you have, even if incomplete. And it improves with every resolution.
Our IT team is overloaded. How heavy is deployment?
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.
If the AI is wrong on industrial equipment, the cost is high. How do you manage that?
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.
Our technical data is sensitive. Where is it stored?
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.
We work with distributors. Can they use FIXEE too?
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.
Our customers are international and speak many languages. Does FIXEE handle that?
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.
Frequently asked questions
We already tried an AI assistant — it disappointed. Why would this be different?
Generic assistants answer from public knowledge. Askia Client from FIXEE pre-qualifies what is specific to your use case, then relies on your documentation and your already resolved cases. It answers in your tone, with your vocabulary.
What if the assistant says the wrong thing and hurts customer relationships?
Askia Client only answers from the knowledge you provided. If its confidence is not high enough, it escalates to a human agent. The native confidence threshold required is maximum, but we can personalize it together. Every answer is visible in the tickets and you can correct its knowledge as you go.
Does it connect to our existing channels (email, WhatsApp…)?
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.
We have an established phone hotline. Will FIXEE replace it?
No. FIXEE and your phone line coexist perfectly in a complementary journey. FIXEE is the entry point to welcome customers 24/7 in writing, qualify and handle already known cases. Customers who prefer to call during opening hours still can: they are more likely to reach you. At tier 2, your teams have full context in FIXEE to prioritize and launch video assistance or use the phone when needed. This journey offers a better experience for customers, whatever their preferences, while optimizing your teams' productivity so they focus on what matters.
Do our customers have to change their habits?
No. Your customers keep sending emails, WhatsApp messages or using chat as they already do. Askia Client steps in transparently on these channels. They can also call you on your line when you are available.
Does FIXEE work in multiple languages?
Yes. Askia Client answers in more than 40 languages. In tickets, every exchange is translated instantly for each participant, in their language, on their channel.
How long until FIXEE is live?
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 or an initial asset base to start benefiting from Askia Client. Rollout is very light.
How much does it cost?
At FIXEE, the number of users is unlimited. You choose a plan based on your goals and usage: no headache figuring out who is allowed to use it, no end-of-month surprise from overage. See pricing.
Is our data secure?
FIXEE is hosted in France and Germany, GDPR-compliant, with encrypted flows. Our compliance is audited by an independent body.
Does Askia Client work if the customer sends a voice message?
Yes, absolutely. If a customer sends a WhatsApp voice message, Askia Client takes it on and replies in writing.
Frequently asked questions
Does video assistance require a customer app?
No. The customer receives a link via their preferred channel and opens the session in their browser. No install, no account to create.
How does collaboration on a case work?
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.
Can the technician easily find the full history?
Yes — instantly. When notified, the technician receives a briefing of the ticket situation. In one question to Askia Hotliner, they retrieve the history of the customer's and equipment's tickets, failures already encountered, and solutions already deployed.
Will our technical leads lose their role?
On the contrary. FIXEE frees them from repetitive tasks and already known cases, so they can focus on complex cases, training and continuous improvement.
Does it work with international customers and partners?
Yes. Every message is translated instantly into each participant's language (40+ languages available).
Unlock growth with structured customer service.
Estimate your potential: 30-minute diagnostic
Your know-how, available to the whole team
Estimate your potential: 30-minute diagnostic
Handle up to 3× your current volume with the same team
Estimate your potential: 30-minute diagnostic
Cut your resolution times. Eliminate unnecessary site visits.
Estimate your potential: 30-minute diagnostic
Latest posts
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Resolved Cases Base: your customer support expertise stops evaporating
FIXEE launches the Resolved Cases Base: the knowledge base that feeds itself automatically with every resolved ticket.
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