Customer experience is a vital differentiator in ecommerce, and in a landscape where shoppers have limitless options, brands need to prioritise exceptional service. As you know, we’re always on the lookout for innovative partners who can help our clients stay ahead of the curve. That’s why we’re excited to shine our spotlight on Onepilot, a game-changing platform that’s reinventing customer care, sales support, and KYC services for online brands. 

Introducing Onepilot: The Future of Customer Care 

Founded in 2021, Onepilot is rapidly transforming customer care outsourcing across 35 different languages. France, the UK, Germany, the Netherlands and Spain being the main markets. Their fresh approach combines human expertise with cutting-edge AI technology to deliver top-notch support across all channels - phone, email, and chat. 

What sets Onepilot apart is their ability to provide excellent customer service while slashing costs by up to 50%. With a team of over 3,000 native-speaking remote agents, Onepilot offers 24/7 support in more than 35 languages, making them an ideal partner for global ecommerce brands. 

The Onepilot Advantage

Onepilot’s unique platform leverages AI to boost efficiency by an impressive 30%, ensuring swift and effective handling of customer inquiries. This technology-driven approach allows them to tailor their services to each client’s specific needs, freeing up businesses to focus on their core competencies. 

The results speak for themselves. Onepilot has already partnered with over 450 e-merchants, including industry giants like Victoria’s Secret, Sezane, SNCF, and Decathlon. By turning customer service into a valuable asset, Onepilot is setting a new standard in the industry.

What truly sets Onepilot apart is their ability to scale rapidly while maintaining quality. As they proudly state:

“Onepilot stands out in customer experience outsourcing by offering native, culturally-aligned support across multiple channels and the ability to rapidly scale operations, exemplified by their success in growing from 2 to 200 agents in just 30 days, and bringing 24/7 and omnichannel answers.”  

Innovative Solutions for Modern Ecommerce Challenges 

Ecommerce brands today face a number of challenges, from intense competition and customer retention issues to complex order fulfilment and the need for seamless omnichannel support. Onepilot addresses these pain points head on with their comprehensive suite of services: 

1. Customer Care Excellence: Onepilot recruits skilled agents, provides detailed training, and sets up efficient knowledge bases for quick issue resolution. Their focus on cultural alignment ensures that agents can provide nuanced, context-appropriate support to customers across different regions. 
2. Sales Support: From developing customised strategies to lead generation and CRM management, Onepilot drives growth for their clients. They work closely with brands to understand their unique sales processes and objectives, tailoring their approach to maximise results. 
3. KYC Compliance: With robust validation systems and secure data handling, Onepilot ensures brands stay compliant while improving customer interactions and efficiency. This is especially crucial in industries with strict regulatory requirements, where Onepilot’s expertise can help brands navigate complex compliance landscapes. 
4. AI-Powered Efficiency: Their innovative “Autopilot” tool, launched in November 2023, works behind the scenes to support human agents, dramatically reducing ticket processing times. This AI assistant doesn’t replace human agents but rather augments their capabilities, allowing for faster, more accurate responses. 

Onepilot elaborates on their AI integration: 

“Onepilot leverages AI to enhance customer service through its innovative ‘Autopilot’ tool, launched in November 2023. This AI assistant works behind the scenes to support human agents, not replace them. Autopilot provides message recommendations, significantly reducing ticket processing time from 6 minutes to 1 minute on average for half the tickets it’s used on.”

Success Story: The Bottle Club 

To illustrate the transformative power of Onepilot’s services, let’s look at their partnership with The Bottle Club, a UK-based online alcohol retailer. During a period of rapid growth, The Bottle Club was struggling with long response times and an overwhelming backlog. After partnering with Onepilot, they achieved remarkable improvements:

• Response times reduced from over 24 hours to within 1 hour
• Average resolution time improved to 4.5 hours 
• Successfully managed 4,000 tickets between Black Friday and Christmas. 
• Handles up to 250 customer requests daily during peak periods 

The Bottle Club reported that Onepilot’s team felt like an “extension of the office team,” allowing them to focus on core business activities while ensuring excellent customer support. 

This success story demonstrates Onepilot’s ability to handle high-volume, time-sensitive customer service needs, particularly during peak retail seasons. It showcases their scalability and efficiency in managing customer inquiries, which is crucial for ecommerce brands facing fluctuating demand. 

The Rainy City Agency and Onepilot Partnership 

As a Shopify Plus Partner, we at Rainy City Agency are always looking for ways to enhance our clients’ ecommerce ecosystems. Our partnership with Onepilot has been a game-changer, allowing us to offer our clients access to world-class customer service solutions that seamlessly integrate with their Shopify stores. 

Onepilot chose to partner with us due to our proven track record in elevating ecommerce brands. Our expertise in creating beautiful, user-friendly, and high-converting Shopify stores aligns perfectly with Onepilot’s mission to revolutionise customer service for digital merchants. 

This collaboration has significantly enhanced Onepilot’s visibility among Shopify store owners, particularly in the health, beauty, and lifestyle niches. It has also opened doors to valuable networking opportunities within the ecommerce community, providing Onepilot with crucial insights into emerging Shopify trends and industry best practices. 

Speaking about the partnership, Onepilot shared:

“The collaboration between Onepilot and Rainy City has been a game-changer for Onepilot’s position in the ecommerce industry. As a Shopify Plus Partner, Rainy City brings a wealth of specialised knowledge in developing high-performance online stores, which dovetails perfectly with Onepilot’s mission to revolutionise customer service for digital merchants.”

Looking to the Future

As we look ahead, the ecommerce continues to evolve rapidly. Onepilot is at the forefront of key trends shaping the future of customer experience: 

1. Seamless omnichannel integration: Customers expect consistent experiences across all touchpoints, from social media to websites and mobile apps. Onepilot’s platform ensures that customer interactions are seamless, regardless of the channel. 
2. Hyper-personalisation drived by AI: With advanced data analytics and AI, Onepilot can help businesses deliver highly personalised customer experiences, increasing satisfaction and loyalty. 
3. Balancing automation with human touch: While AI and automation improve efficiency, human interaction remain crucial for complex issues and building emotional connections with customers. Onepilot’s approach combines the best of both worlds. 
4. Enhanced data privacy and security measures: As data protection regulations become more stringent, Onepilot’s robust security protocols ensure that brands can provide excellent customer service while maintaining compliance. 

By leveraging these trends, Onepilot is helping businesses create cohesive, secure, and tailored customer experiences across all touchpoints. 

Get Started with Onepilot

Ready to revolutionise your customer experience? Getting started with Onepilot is easy and efficient. Their onboarding process typically takes just two weeks and includes:

1. Comprehensive needs assessment: Onepilot works closely with your team to understand your unique business needs and customer service goals. 
2. Creation of a tailored knowledge base: Using their proprietary Academy platform, Onepilot develops a comprehensive knowledge base that captures your brand’s processes and tone of voice. 
3. Selection and training of best-suited agents: The Heroes Hub selects and trains agents who are the best fit for your specific business needs, ensuring cultural alignment and expertise in your agency. 
4. Setup of custom dashboards and integration with existing tools: Onepilot seamlessly integrates with your existing systems, providing custom dashboards for easy monitoring and management. 
5. Implementation of AI-powered Ticket Center: This optimises routing and ensures efficient handling of customer inquiries across all channels. 

With ongoing support and continuous improvement through AI-driven insights, you can focus on your core operations while Onepilot handles customer interactions across multiple channels and languages. 

Conclusion 

We’re so incredibly proud to partner with Onepilot and we’re excited to see how their cutting-edge solution continue to shape the future of ecommerce customer experience. If you’re ready to transform your customer service into a true competitive advantage, we highly recommend exploring what Onepilot has to offer. 

Go follow Onepilot on LinkedIn, then visit their website to book a free demo. 

Interested in partnering with Rainy City? Let’s do it.