Which ticketing software do you support?
We support all your ticketing tools, with no tech integration: Zendesk, Intercom, Gorgias, Freshdesk, Aircall, Kustomer, HelpScout, Front, AgoraPulse, Hootsuite, Hubspot, Crisp, Jira, Ringover, Salesforce, Trello and many more.
Which back-office tools do you support?
We support all your back-office tools, with no tech integration: MangoPay, Recharge, Stripe, Prestashop, Shopify, Magento, Woocommerce, Bold, PayPal, Be2Bill-Dalenys, ProcessOut, Urbantz, Presto, Shipup and many more.
Which processes can you manage?
We support all your processes, even the most complex. These are some examples of processes we handle for our clients: order management, refunds, ID validation, subscriptions management, technical support, user management, social media moderation and many more.
Who are your agents? Where are they based?
All our agents are humans and turn into support heroes with the help of our technology. All your answers will be done by humans, from France. They are all carefully selected, trained and managed to ensure consistent high quality.
Which languages do you support?
At the moment, we only support French and English. More languages including Spanish, German and Italian are coming soon, contact us to hear more.
Is there any minimum volume required or commitment?
No, you only pay for the monthly plan (149€/mo) + per ticket (from 2.15€/ticket). There's no minimum volume required and no commitment or no set-up fees.
How do we communicate together?
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 many more other analytics on your dashboard.
If I change a process, how can I let you know?
You have access to your knowledge base through your dashboard, you can edit a process there anytime or simply contact your account manager.
How do I get onboard?
It's very easy, we set up an onboarding call with you (max 1.5h) and your account manager will ask you a bunch of questions, 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 heroes and we're up to speed in 48h. As always in the beginning, if we don't know, we may contact you and then, we know!
Do I need to use Onepilot full time or can I use it after-hours only?
Onepilot is perfectly suitable in complement to your agents. We can handle your support full time or just during slots you define on your dashboard (peak activity, night, week-ends...).
Do you match my tone of voice?
Totally. 🙂
