Onepilot Reviews & Product Details

I love that Onepilot ensures quick replies and consistent coverage, maintaining a good level of communication with us internally. This allows us to keep tabs on customer communications without being hands-on. Their platform lets them track agent performance, QA specific conversations, and keep our internal knowledge base updated. The integration with Gorgias and Slack is particularly helpful, especially with how they handle communication through Slack. They even set up a typeform for specialist-related queries that integrates with our Slack channel, which makes agent escalations efficient. Having a full customer service department available to plug in is invaluable for our small team. Review collected by and hosted on G2.com.

Though they have been helpful in process improvement, this has been a process we have driven internally ourselves, that they have then supported us with. It would be invaluable if they were more proactive in this area, spotting process inefficiencies and areas where we could improve retention or customer experience based on what they're seeing. Review collected by and hosted on G2.com.

I really like that Onepilot handles almost everything without needing much intervention on our part. Having a strong knowledge base for the agents means we only need minimal involvement. The team is always very responsive with any queries or updates to the knowledge base, and they are happy to jump on a call if needed, which is very friendly and proactive. Also, the onboarding was easy and simple. Review collected by and hosted on G2.com.

I would love more feedback from the team on ideas of how we could improve the service. For example, are there recurring complaints about the same topic, and if so, what could we do to improve the process. Review collected by and hosted on G2.com.

Very quick responsiveness, makes my work more efficient. I can focus on other areas of the business and I know that One Pilot will deal with the queries effectively. Review collected by and hosted on G2.com.

Not many issues overall, but we do need to make sure the information about our company, templates, and similar content is kept consistently up to date. Review collected by and hosted on G2.com.

The flexibility they provide for small business is incredibly valuable. We're able to have cover 18 hours per day, 7 da yet still only pay on a per interaction basis which we'd never be able to achieve in house.

The team are amazing, everyone that I've worked with are so supportive and collaborative. I truly consider them to be as much a part of the brand than all our internal teams. Review collected by and hosted on G2.com.

Nothing really, there are always going to be challenges with outsourcing in terms of ensuring you are continually updating with any new information but that's a generic outsourcing downside. For us, outsourcing is 100% the right approach and I couldn't think of a better partner than Onepilot. Review collected by and hosted on G2.com.

Their overall approach of handling customer service, they're outsourcing CS model works. Review collected by and hosted on G2.com.

When onboarding we should have put in place a process to analyse how many tickets they do for us to make sure we are both on the same page. Something we now do. Review collected by and hosted on G2.com.

it was easy to use, also to integrate with our operation and it was good for our customer since they think was a person helping them Review collected by and hosted on G2.com.

price is expensive for small companies, so it was not possible for us to continue paying Review collected by and hosted on G2.com.

- Flexibility/Adaptability: OnePilot was perfectly capable of integrating our user request processing procedures despite their specificities and diversities, and this across several markets in Europe.

- Professionalism: Our contacts within OP were mostly rigorous, respectful of imposed deadlines, and proactive (in anticipating potential problems).

- Technical: We were impressed by the technical skills of our contacts. Thanks to their expertise (CRM tools, user request processing procedures, or communication channels), OnePilot is a source of proposals on all topics related to customer support.

- Good communication: Communication was smooth, effective, and courteous, even friendly.

- Backoffice: The dashboard provided by OnePilot for tracking user requests (written or verbal) is easy to use and very comprehensive (real-time billing, request tracking, or agent rating). Review collected by and hosted on G2.com.

Nothing to report.............................. Review collected by and hosted on G2.com.

Their team is very flexible and they are open to provinding different solutions depending on the company needs. Our customer service needs change throughout the year and it's very helpful that the rate is per ticket rather than per hour, it helps us reduce costs but more importantly their commitment to reply within 30 minutes has improved customer satisfaction. Review collected by and hosted on G2.com.

One Pilot is great for customer service with D2C but there is space to improve with a more tailored service for B2B. Review collected by and hosted on G2.com.

24/7 coverage, easy to use systems, responsive staff, clear processes, value for money. Review collected by and hosted on G2.com.

With any customer service solution, turnover of staff is slightly higher than other industries and so making sure new agents (or heroes) are clear on processes is important. Review collected by and hosted on G2.com.