Outscourced customer care for E-commerce & Marketplace

Marketplace

You wouldn't visit a physical store without any real-time assistance, why should it be any different online?

Industry image

Provide fast, omnichannel answers

80% of consumers contact brands via 4 different channels and 33% will wait up to 5 minutes to get an answer

Leverage good reviews

78% of companies believe they deliver “super experiences,” only 8% of customers agree

Answer customer requests round the clock

70% of buying decisions are made during nights and weekends

Launch new markets

Build a repeatable business and expand fast in other locations with marginal efforts

Ensure merchant relationship

Best-in-class third parties management will maximise your end-user experiences

Handle seasonal peaks

Volume of orders can go up 5x during Christmas while client expectations increase by 2x

Logo of Domolite
Picture of Sophie Boileau, Customer experience Manager at Les Raffineurs
"What impresses me the most with Onepilot is the ultra-fast handling of even our most complex processes and the perfect capacity of the agents to respect our "tone of voice". The goal was to maximize the bandwidth of our teams so they could focus on developing our brand. We have seen an increase in their productivity of at least 50%”

Sophie Boileau

Customer experience Manager, Les Raffineurs

Picture of Laurence Blondeau, Head of care at Blissim
“Thanks to the responsiveness of Onepilot Heroes and the clear and efficient knowledge base built by our dedicated Operation Manager, we have increased our first response time by 70% and our resolution time by 65%”

Laurence Blondeau

Head of care, Blissim

Our clients love Onepilot

“The agents can be very autonomous to answer our clients, they know where to find the proper answer for each use case in the knowledge base embedded in Onepilot App and use the proper tone of voice of the brand. What I really love is that I can access data in real-time on my dashboard to check agents responses and make comments directly in the platform to improve processes if needed”
Logo of Domolite

Domitille Lambert

Head of care

“What impresses me the most with Onepilot is the ultra-fast handling of even our most complex processes and the perfect capacity of the heroes to respect our "tone of voice". The goal was to maximize the bandwidth of our teams so they could focus on developing our brand. We have seen an increase in their productivity of at least 50%"
Picture of Sophie Boileau, Customer experience Manager at Les Raffineurs

Sophie Boileau

Head of care

"Thanks to the responsiveness of Onepilot Heroes and the clear and efficient knowledge base built by our dedicated Operation Manager, we have increased our first response time by 70% and our resolution time by 65%. Onepilot perfectly handles our relationship with our vendors!"
Picture of Laurence Blondeau, Head of care at Blissim

Laurence Blondeau

Head of care

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Benefits of outsourcing your customer care with Onepilot

Picto King

Our solution is built to handle all the challenges you are facing by providing a simple, flexible and qualitative outsourced customer care

2%
Escalation rate

+73%
Average NPS

Illustration Girl

+90%
Retention rate

95%
Average CSAT

Fire-up your sales!

Frequently asked questions

Which processes can you manage?

We support all your processes, even the most complex ones. These are some examples of processes we handle for our clients: order management, refunds, ID validation, subscription management, technical support, user management, social media moderation and many more.

Which languages do you support?

At the moment, we support French, English, and all European languages. More languages to come.

How do we communicate together?

We use a shared Slack channel to communicate. If you don't use Slack, your account manager is always available via email or phone. You can track in real-time your costs and other useful statistics on your Onepilot dashboard.

Which back-office tools do you support?

We support all your back-office tools, without the hassle of lengthy integration: MangoPay, Recharge, Stripe, Prestashop, Shopify, Magento, Woocommerce, Bold, PayPal, Be2Bill-Dalenys, ProcessOut, Urbantz, Presto, Shipup and many more.

Do you match my tone of voice?

Yes! That's our job 🙂