This second round of financing brings the total funds raised by Onepilot to €17.5 million, thirteen months after the official launch of its solution enabling e-retailers to outsource their customer service.
The €15 million Series A round was led by Otium Capital with participation from Cap Horn, First Bridge Ventures and Global Founders Capital, which also invested in the previous seed round.
"As investors in consumer and B2B companies, we know how important customer support is to a brand's customer experience and reputation. Quality, responsive customer support can dramatically increase conversion and retention. We believe that Onepilot's value proposition and vision of reinventing customer support outsourcing with a more technological approach can be a game changer for the industry," said Jérémie Bordier, Otium Capital.
As the volume of online transactions increases and consumers expect faster and better responses from e-tailers around the clock, Onepilot promises businesses an all-in-one outsourcing solution with competitive costs. The start-up works with a growing network of more than 500 locally based independent agents who resolve queries remotely.
The Onepilot platform provides agents with simplified access to knowledge, driven by artificial intelligence, and a unified work environment with tool integrations that allow them to make refunds, track orders and other tasks with just a few clicks, for better productivity and increased customer satisfaction.
Since its launch, Onepilot has signed up more than 150 companies in France and the UK, including Adore Me, Alan and Smallable.
"At Alan, we have been working with Onepilot for almost a year now and we enjoy our partnership: we share the same technological DNA and are impressed by their flexibility, efficiency and quality. Having native and locally based agents was also a must for us," says Leo Andrés, care at Alan.
Earlier this year, Onepilot acquired Hubware, a French startup developing an AI-powered agent support tool, to help its agents resolve tickets faster. Onepilot aims to double the size of its team by 2022.
Thanks to this funding, Onepilot plans to:
expand its activities outside of France and the United Kingdom, starting with Germany and Spain this summer, and the rest of Europe shortly thereafter;
Integrate more than 50 tools into its ecosystem to become the benchmark operating system in the customer relationship sector;
achieve profitability within 24 months.
"This Series A will allow us to push Onepilot's technology further and expand across Europe to offer any type of business a reliable, qualitative and human customer support outsourcing service, 24/7," says Adrien Hugon, co-founder and CEO of Onepilot.
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