WhatsApp for After-Sales Support
At a glance:
FIXEE integrates WhatsApp for after-sales support: the intelligent support platform to strengthen fluidity and security of customer service communications.
WhatsApp, now indispensable for clients and support teams, is widely used in three scenarios:
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Clients directly request remote assistance from staff via WhatsApp, especially for international communications.
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Salespeople contact industrial after-sales teams via WhatsApp and then add the customer to follow up on the case.
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Field technicians and engineers exchange among themselves on WhatsApp for peer support.
Consequently, the growing use of this public tool for industrial after-sales support creates a critical risk for the company: no visibility or control over WhatsApp activity. The lack of traceability, centralization, and documentation of these crucial communications raises security, regulatory compliance, and knowledge preservation issues.
That is why FIXEE decided to offer the advantages of WhatsApp for after-sales support: to secure exchanges and capitalize on the knowledge generated by each intervention.
Key Features:
- Centralization & Tracking: all WhatsApp exchanges with the after-sales number are centralized in FIXEE.
- Automatic Translation: your conversations are auto-translated into 100+ languages.
- Systematic Report Generation: interventions via WhatsApp are systematically documented.
- Intelligent Hotline Assistant: the knowledge from your documentation and past reports is instantly actionable.
- Interactive Video Assistance: your teams can instantly see the onsite situation to diagnose and guide remotely.
- Analysis & Reporting: trend tracking, identification of recurring issues, and process improvement.
Availability:
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General availability: April 2, 2025
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Pricing: contact our team
FAQ
Who is this feature designed for?
This feature is aimed at after-sales teams that want to deliver top support while significantly reducing costs, via WhatsApp for after-sales, interactive video assistance, and artificial intelligence.
Exactly what problem does this feature solve?
The functionality provides a fluid, widely-used communication channel worldwide, with automatic translation, and centralizes, traces and documents conversations. Day after day, industrial companies capitalize on their knowledge. Day after day, they gain in efficiency, save unnecessary travel, and improve customer satisfaction.
How does it work in practice?
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A fixed or mobile phone number is associated with a team in FIXEE.
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All WhatsApp interventions are centralized and traced.
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Video assistance is triggered from WhatsApp so the interlocutor’s view is shared and remote guidance is possible.
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Additional participants (e.g. design office, quality, a partner or supplier) can be invited in a conversation.
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Intervention reports are auto-generated to document activity and preserve knowledge.
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The Askia Hotline intelligent assistant is available anytime to find a key piece of information in solving problems.
How does it differ from existing solutions?
Today, industrial after-sales teams use WhatsApp on their personal accounts, broadcasting their individual numbers, sometimes in contravention of internal policy. FIXEE ensures the efficiency of technical support through fluid communication and the capitalization of field know-how.
How does it fit in with the rest of the product?
A fixed or cell phone number is associated with a FIXEE team. Any WhatsApp request to this number creates an intervention, and team members are notified. The Hotliner assigned to a callout communicates from FIXEE with the caller via WhatsApp.
What impact is this expected to have on user performance and efficiency?
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100% elimination of critical information loss
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50 % to 80 % reduction in resolution time
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80 % improvement in controlling support activity and coordination with colleagues
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Better compliance and audit management
