Outscourced customer care for Delivery & Logistics

Logistic

Imagine providing faster answers to your clients' users than the time needed to ship their products?

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Delivery & Logistics customer care challenges

73% of companies with above-average customer experience perform better financially than their competitors

Provide accurate and up-to-date information about shipments

Maintain transparency but also reduce your contact rate

Deal with shipping issues

97% of consumers say that if a service turned a poor experience into a positive one by solving their problems immediately, they would do business with that service again

Handle returns

For every delivery and eCommerce business, having a successful returns management policy is key

Provide fast answer round-the-clock

A response in less than 30 minutes receives a 15% higher CSAT than a response in 24 hours

Picture of Sergei Portell Santin, Head of service operations at Paack
Picture of Baptiste Vincent, Customer succes at Cubyn
“Having access to datas such as the number of tickets processed, average response time, the breakdown of tickets processed is highly convenient and reinsuring as we have a clear vision on the agents efficiency. We also have access to our client verbatims which helped us improve our service and processes, resulting in a +6% increase on our CSAT”

Baptiste Vincent

Customer success, Cubyn

Picture of Benjamin Bourdeau, CEO at Swoopin
"Onepilot helped us scale in no time while winning many merchant's tenders thanks to outstanding customer care SLAs. The onboarding last less than 2 weeks and our heroes handle 99% of our tickets with a high level of expertise. The team is amazing and the processes they built should be teach at school. Highly recommend!"

Benjamin Bourdeau

CEO, Swoopin

Our clients love Onepilot

“If you want to be competitive as a delivery service, customer experience is key! Delivering fast and accurate answers to our customers on their shipments was a priority for Paack to increase our clients satisfaction and improve our retention rate. With Onepilot, we reached a 25% decrease in our resolution time and noticed +15% on our retention rate thanks to the responsiveness and qualitative responses of their agents”.
Picture of Sergei Portell Santin, Head of service operations at Paack

Sergi Portell Santin

Head of Service Operations

“Having access to datas such as the number of tickets processed, average response time, the breakdown of tickets processed is highly convenient and reinsuring as we have a clear vision on the agents efficiency. We also have access to our client verbatims which helped us improve our service and processes, resulting in a +6% increase on our CSAT”
Picture of Baptiste Vincent, Customer succes at Cubyn

Baptiste Vincent

Customer Success

"Onepilot helped us scale in no time while winning many merchant's tenders thanks to outstanding customer care SLAs. The onboarding last less than 2 weeks and our heroes handle 99% of our tickets with a high level of expertise. The team is amazing and the processes they built should be teach at school. Highly recommend!"
Picture of Benjamin Bourdeau, CEO at Swoopin

Benjamin Bourdeau

CEO

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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

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+90%
Retention rate

95%
Average CSAT

Let's turn your customer support into a real profit center!

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 🙂