Onepilot Reviews & Product Details

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.