Benefits of outsourcing your customer service
Native agents empowered by our proprietary tech platform to efficiently solve all kinds of tickets, across all channels, 24/7
Solution tour
The conviction that being tech-driven will improve the state of the art of the industry
Heroes sourcing
Scalable & replicable agents acquisition funnel leading to select less than 5% of applicants
Proprietary Learning Management System ensuring that no heroes can shift without upfront or running e-learning materials and assessments
Academy
Ticket center
Ticket routing through API, based on qualifications, typology and agent load to deliver best-in-class SLAs
Built by your Onepilot account manager, based on proven onboarding SOPs and a library of industry templates leading to less than 2% escalation rate
Knowledge Base
Quality insurance
Constant CSAT improvement via frequent and diligent quality checks. Approx. 30% of our heroes’ payout is based on quality scheme
Granular analytics embedded in the Onepilot app to track Onepilot performances in real time
Analytics
Omnichannel coverage
Our Heroes, empowered by our tech platform, are perfectly trained to answer your customers on all the channels your target audience prefers
A stronghold on email support can take your customer engagement strategy a long way, if you are able to provide personalized and fast response to your consumers
Though, it can be challenging for brands to answer to all the requests while consumers are expecting prompt responses on these channels. Not answering a customer complaint on social media can lower consumer loyalty by 50%.
Agents can answer multiple customers at the same time and doesn’t require real-time answers, which makes the solution more flexible for customers and less stressful for agents.
Omnichannel coverage
Our Heroes, empowered by our tech platform, are perfectly trained to answer your customers on all the channels your target audience prefers
Focus on your mission, not support
Why Onepilot?
To engage & convert more customers
Customer experience is what drives both engagement and satisfaction. Provide fast, personalised, human answers to lead your customers to higher loyalty
To build customer loyalty
An existing customer is 9x less expensive than acquiring a new one, and a loyal customer buys more often
To increase your revenue
Technology associated with human can eliminate repetitive, low-value work and your team members can focus on other activities
Our clients love Onepilot
Clara Vaisse
Cofounder, Pony
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...Because their
clients love them
Virginie A.
Get started now!
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Frequently asked questions
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.
You have access to your knowledge base through your dashboard. You can edit a process there anytime.
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.
At the moment, we support French, German, Spanish and English. More languages to come.
You will only have a minimum of 400 tickets per month but no commitment or set-up fees.
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.
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.
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.
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.