{"id":4651,"date":"2026-01-07T22:17:03","date_gmt":"2026-01-07T22:17:03","guid":{"rendered":"https:\/\/fixee.ai\/?p=4651"},"modified":"2026-01-08T15:09:17","modified_gmt":"2026-01-08T15:09:17","slug":"centralized-email-contact-point-automate-level-1-and-reduce-email-workload-by-30","status":"publish","type":"post","link":"https:\/\/fixee.ai\/en\/centralized-email-contact-point-automate-level-1-and-reduce-email-workload-by-30\/","title":{"rendered":"Centralized email contact point: automate level 1 and reduce email workload by 30%."},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221;][vc_column offset=&#8221;vc_col-lg-offset-1 vc_col-lg-10 vc_col-md-offset-1 vc_col-md-10 vc_col-xs-12&#8243; css=&#8221;.vc_custom_1696260097836{padding-top: 5% !important;padding-bottom: 5% !important;}&#8221;][vc_row_inner][vc_column_inner width=&#8221;2\/3&#8243;]<p id=\"breadcrumbs\"><span><span><a href=\"https:\/\/fixee.ai\/en\/\">Home<\/a><\/span><\/span><\/p><div id=\"ultimate-heading-129169d38e6fd0504\" class=\"uvc-heading ult-adjust-bottom-margin ultimate-heading-129169d38e6fd0504 uvc-9403  uvc-heading-default-font-sizes\" data-hspacer=\"no_spacer\"  data-halign=\"left\" style=\"text-align:left\"><div class=\"uvc-heading-spacer no_spacer\" style=\"top\"><\/div><div class=\"uvc-main-heading ult-responsive\"  data-ultimate-target='.uvc-heading.ultimate-heading-129169d38e6fd0504 h1'  data-responsive-json-new='{\"font-size\":\"\",\"line-height\":\"\"}' ><h1 style=\"--font-weight:theme;\">Centralized email contact point: automate level 1 and reduce email workload by 30%.<\/h1><\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;4706&#8243; img_size=&#8221;full&#8221; alignment=&#8221;center&#8221; css=&#8221;&#8221;][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css=&#8221;.vc_custom_1696324168859{margin-top: 0px !important;padding-top: 0px !important;background-color: #ffffff !important;border-radius: 35px !important;}&#8221;][vc_column css=&#8221;.vc_custom_1696324172416{margin-top: 0px !important;}&#8221;][vc_row_inner gap=&#8221;35&#8243; css=&#8221;.vc_custom_1761142582109{margin-top: 60px !important;}&#8221;][vc_column_inner width=&#8221;1\/2&#8243; offset=&#8221;vc_col-lg-offset-1 vc_col-lg-4 vc_col-md-offset-1 vc_col-md-4&#8243;][vc_column_text]<\/p>\n<h2><b>In short<\/b><\/h2>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<p class=\"p3\"><b>Do you collaborate with colleagues or partners to quickly resolve customer requests ?<\/b><span class=\"s2\"> Is the information you share internally confidential ? <\/span><b>With FIXEE\u2019s 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.<\/b><\/p>\n<p>[\/vc_column_text]<div class=\" ubtn-ctn-left \"><a class=\"ubtn-link ult-adjust-bottom-margin ubtn-left ubtn-normal \" href=\"https:\/\/app.fixee.ai\" title=\"Testez le chat priv\u00e9\" target=\"_blank\" rel=\"noopener\" ><button type=\"button\" id=\"ubtn-3922\"  class=\"ubtn ult-adjust-bottom-margin ult-responsive ubtn-normal ubtn-fade-bg  none  ubtn-sep-icon ubtn-sep-icon-at-right  ubtn-left   tooltip-69d38e6fd057b\"  data-hover=\"\" data-border-color=\"\" data-bg=\"#182dea\" data-hover-bg=\"#2f93fc\" data-border-hover=\"\" data-shadow-hover=\"\" data-shadow-click=\"none\" data-shadow=\"\" data-shd-shadow=\"\"  data-ultimate-target='#ubtn-3922'  data-responsive-json-new='{\"font-size\":\"desktop:16px;\",\"line-height\":\"\"}'  style=\"font-weight:normal;border-radius:8px;border-width:0px;border-color:;border-style:solid;background: #182dea;color: #ffffff;\"><span class=\"ubtn-data ubtn-icon\"><i class=\"icomoon-the7-font-the7-arrow-29\" style=\"font-size:16px;color:#ffffff;\"><\/i><\/span><span class=\"ubtn-hover\" style=\"background-color:#2f93fc\"><\/span><span class=\"ubtn-data ubtn-text \" >Test the private chat<\/span><\/button><\/a><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243; offset=&#8221;vc_col-lg-6 vc_col-md-6&#8243;][vc_column_text]<\/p>\n<h2><b>What our clients tell us<\/b><\/h2>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<ul>\n<li class=\"p3\">To resolve customer issues, we often need <strong>to collaborate across multiple departments<\/strong> and share sensitive information.<\/li>\n<li class=\"p3\">We work with <strong>a network of distributors<\/strong> who must be involved in interventions to ensure a quick resolution.<\/li>\n<li class=\"p3\">The information exchanged internally and with partners <strong>must remain confidential.<\/strong><\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner offset=&#8221;vc_col-lg-offset-1 vc_col-lg-10 vc_col-md-offset-1 vc_col-md-10 vc_col-sm-offset-0 vc_col-xs-12&#8243;][vc_column_text]<\/p>\n<h2><b>FIXEE, the collaborative technical support software, launches the private chat<\/b><\/h2>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<p class=\"p1\">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.<\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h3 class=\"p1\"><strong>Results :<\/strong><\/h3>\n<p class=\"p1\"><strong>100% confidentiality in exchanges with colleagues and partners<\/strong><\/p>\n<p class=\"p1\"><strong>-30% reduction in resolution time<\/strong><\/p>\n<p class=\"p1\"><strong>100% traceability and knowledge retention<\/strong><\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner offset=&#8221;vc_col-lg-offset-1 vc_col-lg-10 vc_col-md-offset-1 vc_col-md-10&#8243;]<div class=\"aio-icon-component    style_1\"><div id=\"Info-box-wrap-6337\" class=\"aio-icon-box default-icon\" style=\"\"  ><div class=\"aio-icon-default\"><div class=\"ult-just-icon-wrapper  \"><div class=\"align-icon\" style=\"text-align:center;\">\n<div class=\"aio-icon-img \" style=\"font-size:48px;display:inline-block;\" >\n\t<img decoding=\"async\" class=\"img-icon\" alt=\"ampoule-fixee\" src=\"https:\/\/fixee.ai\/wp-content\/uploads\/2023\/10\/ampoule-fixee.svg\"\/>\n<\/div><\/div><\/div><\/div><div class=\"aio-icon-description ult-responsive\"  data-ultimate-target='#Info-box-wrap-6337 .aio-icon-description'  data-responsive-json-new='{\"font-size\":\"\",\"line-height\":\"\"}'  style=\"color:#1e73be;\"><\/p>\n<p class=\"p1\"><em>\u201cResolving a customer case often requires mobilizing internal expertise and external resources. The information shared is not intended for the end customer, who simply expects fast results. The private chat allows hotline agents to manage an intervention from start to finish, with all stakeholders, within a single ticket, without disclosing any confidential information to the customer.\u201d<\/em> \u2013 Cyril Burkovic, CEO<\/p>\n<p><\/div> <!-- description --><\/div> <!-- aio-icon-box --><\/div> <!-- aio-icon-component -->[vc_text_separator title=&#8221;&#8221;][\/vc_column_inner][\/vc_row_inner][vc_row_inner gap=&#8221;35&#8243;][vc_column_inner width=&#8221;1\/2&#8243; offset=&#8221;vc_col-lg-offset-1 vc_col-lg-5 vc_col-md-offset-1 vc_col-md-5&#8243;][vc_column_text]<\/p>\n<h2><b>Key features<\/b><\/h2>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<ul>\n<li><strong>Open a private chat<\/strong> from a customer ticket : share confidential information with your colleagues and partners.<\/li>\n<li class=\"p1\"><strong>Multimedia :<\/strong> share documents, images, and videos.<\/li>\n<li class=\"p1\"><strong>Unread message notifications :<\/strong> get alerted when a new message is posted in a private chat.<\/li>\n<li class=\"p1\"><strong>Automatic translation :<\/strong> 100+ languages<\/li>\n<li class=\"p1\"><strong>Customer support ticketing :<\/strong> all private chat exchanges are linked to <a href=\"https:\/\/fixee.ai\/en\/chat-native-customer-support-ticketing-resolve-tickets-with-3x-fewer-clicks\/\">a ticket<\/a>.<\/li>\n<li class=\"p1\"><a href=\"https:\/\/fixee.ai\/en\/smart-assistant-for-industrial-support\/\"><strong>Automatic report generation :<\/strong><\/a> manage the information to include in AI-generated reports.<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243; offset=&#8221;vc_col-lg-5 vc_col-md-5&#8243;][vc_column_text]<\/p>\n<h2><b>Availability<\/b><\/h2>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<ul>\n<li><strong>General availability<\/strong><\/li>\n<\/ul>\n<p>November 17, 2025<\/p>\n<ul>\n<li><strong>Pricing<\/strong><\/li>\n<\/ul>\n<p>Included in all our plans[\/vc_column_text]<div class=\" ubtn-ctn-left \"><a class=\"ubtn-link ult-adjust-bottom-margin ubtn-left ubtn-normal \" href=\"https:\/\/app.fixee.ai\" title=\"Testez le chat priv\u00e9\" target=\"_blank\" rel=\"noopener\" ><button type=\"button\" id=\"ubtn-7249\"  class=\"ubtn ult-adjust-bottom-margin ult-responsive ubtn-normal ubtn-fade-bg  none  ubtn-sep-icon ubtn-sep-icon-at-right  ubtn-left   tooltip-69d38e6fd0a53\"  data-hover=\"\" data-border-color=\"\" data-bg=\"#182dea\" data-hover-bg=\"#2f93fc\" data-border-hover=\"\" data-shadow-hover=\"\" data-shadow-click=\"none\" data-shadow=\"\" data-shd-shadow=\"\"  data-ultimate-target='#ubtn-7249'  data-responsive-json-new='{\"font-size\":\"desktop:16px;\",\"line-height\":\"\"}'  style=\"font-weight:normal;border-radius:8px;border-width:0px;border-color:;border-style:solid;background: #182dea;color: #ffffff;\"><span class=\"ubtn-data ubtn-icon\"><i class=\"icomoon-the7-font-the7-arrow-29\" style=\"font-size:16px;color:#ffffff;\"><\/i><\/span><span class=\"ubtn-hover\" style=\"background-color:#2f93fc\"><\/span><span class=\"ubtn-data ubtn-text \" >Test the private chat<\/span><\/button><\/a><\/div>[\/vc_column_inner][\/vc_row_inner][vc_row_inner css=&#8221;.vc_custom_1761143141287{margin-bottom: 60px !important;}&#8221;][vc_column_inner offset=&#8221;vc_col-lg-offset-1 vc_col-lg-10 vc_col-md-offset-1 vc_col-md-10 vc_col-sm-offset-0 vc_col-xs-12&#8243;][vc_text_separator title=&#8221;&#8221;][vc_column_text]<\/p>\n<h2>FAQ<\/h2>\n<p>[\/vc_column_text][vc_toggle title=&#8221;Who is this feature designed for?&#8221;]<strong>Private chat<\/strong> is designed for customer support teams whose operations require <strong>the exchange of confidential information<\/strong> with colleagues and partners (distributors, installers, suppliers, etc.) in order <strong>to resolve customer cases quickly.<\/strong>[\/vc_toggle][vc_toggle title=&#8221;Exactly what problem does this feature solve?&#8221;]Private chat addresses the lack of <strong>traceability in exchanges between colleagues and partners related to a specific customer case.<\/strong> With FIXEE\u2019s collaborative customer support software, centralize all interactions, collaborate efficiently to reduce resolution times, and <a href=\"https:\/\/fixee.ai\/en\/80-of-knowledge-is-lost-in-industry-how-can-we-capitalize-on-it-day-after-day\/\">capitalize on shared knowledge.<\/a>[\/vc_toggle][vc_toggle title=&#8221;How does it work in practice?&#8221;]Invite colleagues and partners (via SMS, email, or WhatsApp) to participate in an intervention and <a href=\"https:\/\/fixee.ai\/en\/collaborative-after-sales-software-contributor-role\/\">assign them specific roles.<\/a> 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.[\/vc_toggle][vc_toggle title=&#8221;How does it differ from existing solutions?&#8221;]FIXEE\u2019s 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.[\/vc_toggle][vc_toggle title=&#8221;How does it fit in with the rest of the product?&#8221;]The private chat feature is natively integrated into FIXEE\u2019s collaborative ticketing system.[\/vc_toggle][vc_toggle title=&#8221;What impact is this expected to have on user performance and efficiency?&#8221;]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.[\/vc_toggle][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221;][vc_column offset=&#8221;vc_col-lg-offset-1 vc_col-lg-10 vc_col-md-offset-1 vc_col-md-10 vc_col-xs-12&#8243; css=&#8221;.vc_custom_1696260097836{padding-top: 5% !important;padding-bottom: 5% !important;}&#8221;][vc_row_inner][vc_column_inner width=&#8221;2\/3&#8243;][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;4706&#8243; img_size=&#8221;full&#8221; alignment=&#8221;center&#8221; css=&#8221;&#8221;][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css=&#8221;.vc_custom_1696324168859{margin-top: 0px !important;padding-top: 0px !important;background-color: #ffffff !important;border-radius: 35px !important;}&#8221;][vc_column css=&#8221;.vc_custom_1696324172416{margin-top: 0px !important;}&#8221;][vc_row_inner gap=&#8221;35&#8243; css=&#8221;.vc_custom_1761142582109{margin-top: 60px !important;}&#8221;][vc_column_inner width=&#8221;1\/2&#8243; offset=&#8221;vc_col-lg-offset-1 vc_col-lg-4 vc_col-md-offset-1 vc_col-md-4&#8243;][vc_column_text] In short [\/vc_column_text][vc_column_text] Do you collaborate with colleagues or partners to quickly resolve customer requests&hellip;<\/p>\n","protected":false},"author":5,"featured_media":4697,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-4651","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-new-features","category-1","description-off"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.6 - 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