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.

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.

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.