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Outscourced customer care for E-commerce & Marketplace

E-commerce

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

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Industry image

E-commerce customer care challenges

Companies that excel at customer experience have seen revenue growth between 4%-8% above their market average

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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 market

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

Handle seasonal peaks

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

Photo de Claire Wilson, eBusiness Director at BareMinerals
"We partnered with Onepilot to support us across multi brand markets and help us deliver exceptional customer experience to our consumers. The Onepilot team have delivered quick and knowledgeable solutions for every challenge we faced together. We are looking forward to continuing our partnership as we expand our brands and market opportunities."

Claire Wilson

eBusiness Director, bareMinerals

Picture of Holly Crossley, Head of commerce at Dash
“Thanks to Onepilot we have cut our Customer Service spend in half while reduced our time to respond by over 100%. Our customers are always satisfied with their experience with us AND our internal team can now focus on the essential!

Holly Crossley

Head of Ecommerce, Dash Water

Picture of Alexandre Venturino, COO at Dr Brandt
“Onepilot really took up the challenge on helping become more flexible, provide accurate answers all whist with an amazing time of response! They really know how to train agents and provide great advice in customer service. One of the greatest things is that our CX Manager now has more time to think about the strategy and give meaningful feedback to our product and marketing teams”

Alexandre Venturino

COO, Dr. Brandt

Photo de Claire Wilson, eBusiness Director at BareMinerals

Claire Wilson

eBusiness Director, bareMinerals

Picture of Holly Crossley, Head of commerce at Dash

Holly Crossley

Head of Ecommerce, Dash Water

Picture of Alexandre Venturino, COO at Dr Brandt

Alexandre Venturino

COO, Dr. Brandt

Our clients love Onepilot

"We partnered with Onepilot to support us across multi brand markets and help us deliver exceptional customer experience to our consumers. The Onepilot team have delivered quick and knowledgeable solutions for every challenge we faced together. We are looking forward to continuing our partnership as we expand our brands and market opportunities."
Photo de Claire Wilson, eBusiness Director at BareMinerals

Claire Wilson

eBusiness Director

“Thanks to Onepilot we have cut our Customer Service spend in half while reduced our time to respond by over 100%. Our customers are always satisfied with their experience with us AND our internal team can now focus on the essential!
Picture of Holly Crossley, Head of commerce at Dash

Holly Crossley

Head of commerce

“Onepilot really took up the challenge on helping become more flexible, provide accurate answers all whist with an amazing time of response! They really know how to train agents and provide great advice in customer service. One of the greatest things is that our CX Manager now has more time to think about the strategy and give meaningful feedback to our product and marketing teams”
Picture of Alexandre Venturino, COO at Dr Brandt

Alexandre Venturino

COO

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We live and breathe e-commerce!

Working with 200+ e-merchants, we know exactly how to answer your most common customer requests

Picto Management

Customer management

Creation, modification, account access or password issues, newsletter unsubscriptions, referral program

Picto Subscription

Subscription
management

Information, modification, cancellation

Picto Product

Product information

Availability, stocks, composition

Picto Channels

Payment methods

Issues, information

Picto Integrations

Order management

Confirmation, modification, cancellation

Picto Granular

Review management

Client feedback moderation

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

+200%
Repeat Business

+35%
Conversion Rate

Illustration Girl

+20%
Truspilot Reviews

95%
Average CSAT

Fire-up your sales now!

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Frequently asked questions

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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, German, Spanish and English. 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 🙂

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