Private Chat : collaborative technical support software — efficiency and confidentiality
In short
Do you collaborate with colleagues or partners to quickly resolve customer requests ? Is the information you share internally confidential ? With FIXEE’s Private Chat, part of its collaborative technical support software, you can rapidly mobilize experts and partners, exchange information, and collaborate confidentially within any customer intervention.
What our clients tell us
- To resolve customer issues, we often need to collaborate across multiple departments and share sensitive information.
- We work with a network of distributors who must be involved in interventions to ensure a quick resolution.
- The information exchanged internally and with partners must remain confidential.
FIXEE, the collaborative technical support software, launches the private chat
Collaborate quickly and efficiently, with full confidentiality, with your internal experts and partners. Within a technical support intervention, invite colleagues, distributors, and suppliers into a private chat to instantly mobilize the resources needed for fast ticket resolution. All exchanges are centralized, structured, and tracked.
Results :
100% confidentiality in exchanges with colleagues and partners
-30% reduction in resolution time
100% traceability and knowledge retention
Key features
- Open a private chat from a customer ticket : share confidential information with your colleagues and partners.
- Multimedia : share documents, images, and videos.
- Unread message notifications : get alerted when a new message is posted in a private chat.
- Automatic translation : 100+ languages
- Customer support ticketing : all private chat exchanges are linked to a ticket.
- Automatic report generation : manage the information to include in AI-generated reports.
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.
