Smooth and secure industrial after-sales service - WhatsApp Business integration
In a nutshell:
FIXEE integrates WhatsApp into its intelligent technical assistance platform to enhance the fluidity and security of exchanges with industrial after-sales service teams.
WhatsApp has become an indispensable tool for customers and teams alike, and is now widely used for three purposes:
- Some customers directly request remote assistance from employees via WhatsApp, particularly for international communications.
- Sales reps contact the industrial after-sales teams on WhatsApp and then add the customer to follow up the case.
- Field technicians and engineers exchange information to help each other on WhatsApp.
As a result, the growing use of this consumer tool for industrial after-sales service creates a critical risk for the company: no visibility or control over activity on WhatsApp. Thelack of traceability, centralization and documentation of this crucial information raises issues of security, regulatory compliance and knowledge capitalization.
This is why FIXEE has decided to offer the advantages of WhatsApp, to secure exchanges, and to capitalize on the knowledge generated by each intervention.
Key features :
- Centralization and tracking : all WhatsApp exchanges with the after-sales service number are centralized in FIXEE.
- Automatic translation: your conversations are automatically translated into over 100 languages.
- Systematic report generation: interventions made via WhatsApp are systematically documented.
- Intelligent Hotliner Assistant knowledge from your documentation and report history is instantly actionable.
- Interactive Visio-Assistance: your teams can instantly visualize the situation on site for remote diagnosis and guidance.
- Analysis and reporting: monitoring trends, identifying recurring problems and improving support processes.
Availability :
- General availability: April 2, 2025
- Pricing: contact our team
FAQ
Who is this feature designed for?
This feature is aimed at industrial after-sales teams, to deliver the best possible service while considerably reducing costs, thanks to after-sales service on WhatsApp, 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?
- A fixed or mobile number is associated with a team within FIXEE.
- All interventions made via WhatsApp are centralized and tracked.
- Visio-assistance can be activated from WhatsApp to see what the other person sees and guide them from a distance.
- Other parties may be invited to take part in a conversation, such as the Design Office, Quality, a partner or a supplier.
- Intervention reports are automatically generated to document activity and capitalize on knowledge.
- The Askia Hotliner intelligent assistant is available at any time to find key information to help solve the problem.
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 FIXED 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?
- 100% reduction in critical information loss.
- 50% to 80% reduction in resolution time.
- 80% improvement in customer and colleague support activity management.
- Better compliance and management of regulatory audits.
