A question?
Find your answer

How does the onboarding work?

Onepilot provides a customized onboarding experience for outbound calls, involving direct communication with the Ops, Quality, and Cybersecurity teams via Slack and the Onepilot app. The process includes flexible meetings, regular follow-ups, and client-initiated quality checks. The service launch is gradual, incorporating test outbound calls and collaborative script writing for a seamless integration.

How does your pricing work?

100% personalized according to your challenges and conversion rates, with a success-based pricing defined after a 30-hour testing period to extract reliable statistics.

What languages do you offer?

Our agents can run outbound call sessions in French, English and German.

How do we communicate?

Communication is ensured on Slack, on the Onepilot app and through weekly meetings with our Account Managers. Recurrence of those meetings is set according to your preferences.

How can we monitor KPIs?

We create a personalized and real-time accessible KPI tracking dashboard for you.

Who are your agents? Where are they based?

Our agents are based in France, the UK, Germany and Spain. Our agents have a minimum of 2 years of experience before joining us and passing a battery of tests. Once they have passed the test, they are trained and managed to ensure consistent high quality.

If I change a process, how can I let you know?

You have access to your knowledge base through your dashboard. You can edit a process there anytime.

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.

Is there any minimum volume required or commitment?

You will only have a minimum of 700 tickets per month but no commitment or set-up fees.

How do I get onboard?

It's simple! We set up an onboarding call with you (max 1.5h) and your account manager will ask you a list of questions to cover all important points, like your way of working and tone of voice. With all the answers you give us and your existing documentation (if you have some), your account manager will build your knowledge base. You can always edit it, anytime. After that, we train our agents and we're up to speed in 48h. If there's something we're unsure of, we'll be in touch right away to make sure everything is resolved as fast as possible.

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 ticketing software do you support?

We support all your ticketing tools, without the hassle of lengthy integration: Zendesk, Intercom, Gorgias, Freshdesk, Aircall, Kustomer, HelpScout, Front, AgoraPulse, Hootsuite, Hubspot, Crisp, Jira, Ringover, Salesforce, Trello and many more.

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 🙂

Do I need to use Onepilot full time or can I use it after-hours only?

Onepilot is perfectly suitable as a complement to your internal agents. We can handle your support full time or just during slots you define on your dashboard (peak activity, night, week-ends...). You have full control of how you want to use our service.

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 🙂

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.

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 🙂

Still have questions?