ClickFix is ClickSoftware's intelligent diagnostics tool that enables call center personnel to diagnose, and even solve, customer problems over the phone. With each question a customer service representative (CSR) asks the customer, ClickFix narrows down the number of potential problems, to help the CSR pinpoint the specific cause of the problem the customer is experiencing. Once the root cause is determined, oftentimes the customer can solve the problem on his or her own in a few simple steps. In the cases when the problem warrants a visit from a field engineer, CSRs have all the information they need to be able to send the best-skilled engineer with the right parts on hand to fix the problem the first time.
ClickFix can also incorporate M2M diagnostics to enable companies to monitor their equipment remotely. In these cases, the equipment being monitored is equipped with hardware and software that enable it to communicate directly with the ClickFix application. Moreover, ClickFix can also be used to the benefit of the engineers in the field, who can access the ClickFix application through their mobile devices to help with on-site troubleshooting.