Onepilot acquires Hubware to strengthen its AI suggestion engine
One year after our public launch and a few months after reaching 2M€ ARR, Onepilot is happy to announce the acquisition of Hubware. The purpose of this post is to give first insights about this acquisition and to explain why we, at Onepilot, believe that this is one more step in our mission to provide e-merchants with simple and reactive tech-powered customer care.
Before we deep dive into this acquisition, let’s give some context about customer care outsourcing. Do you remember the last time you sent an e-mail or gave a phone call to your favorite e-merchant about their products or your last order which did not arrive yet? By doing that you created one of the 50 millions support tickets sent everyday in Europe to all kinds of businesses. At Onepilot our job is to help those businesses to focus on what they do best (creating fantastic clothes, inventing new recipes, developing new products…) by solving those tickets on their behalf. With our tech and customer care expert DNA, we set high standards to answer 24/7 within a few minutes but also to perfectly match our customer processes, tone of voice, and all those things that make them so special.
Hubware story: how to empower customer care agents with AI-powered smart suggestions ⚙️
Hubware was launched in 2016 to help customer care agents be more productive and ease their job with an intelligent assistant, based on machine learning. After 2 years of R&D led by 2 PhDs in artificial intelligence, their assistant is deployed in several major e-Commerces and pure-players players in France (Beautéprivée, Alltricks, Nickel, etc.).
In 2021 the Hubware team realized they had to get closer to their users (agents using their assistant), and chose to merge with an existing outsourcer. Onepilot appears to be a perfect fit as Hubware CEO Alexis Laporte said:
“Hubware and Onepilot share the same commitment to change an industry that stayed the same for far too long. There could not be a better fit to provide all kinds and all sizes of businesses with next-gen customer care solution and serve our customers the best possible way”
Thanks to this acquisition Onepilot will speed up the deployment of its all-in-one platform that allows to gather all data (tickets, back-office, knowledge base, third party tools…) and thus to improve and automate any kind of processes allowing agents to save a significant amount of time and focus on delivering a better experience or solving the most complex cases.
About Onepilot 🦸♂️
Thanks to the association of local agents (we call them “heroes”) and proprietary tech, Onepilot provides its customers with 24/7 reactive and qualitative answers.
At Onepilot we have been laser-focused from day 1 to build the best tech and reinvent a sector that used to deeply rely on offshoring. Starting with a bunch of e-merchants who shared our belief that customer care can be turned into a profit center instead of a cost center, we then opened to marketplaces and even B2B SaaS industries. Custom, empathic and reactive answers allow us to increase acquisition, retention, and brand awareness KPIs for our clients.
Today, Onepilot is made of a 50 people team striving to build a strong category leader in France and the UK (new countries and languages coming soon ⏳) alongside with 200+ passionate customer care agents who use Onepilot tech daily to delight our 100+ clients end users.
Joining to build the first care operating system
A small retro about Onepilot tech vision helps to understand the genesis of this merger.
1️⃣ “Anyone should be able to answer to any support ticket” 👉 launching our smart Knowledge Base system
Onepilot started with a strong belief: a tech-powered solution can help to shorten and improve the way customer care agents learn about any client’s processes and tone of voice.
Thanks to a smart knowledge base system we allow anybody to deal with any kind of ticket and to delight end users. We provide our customers with a seamless one-week onboarding that makes outsourcing simple and transparent.
Want to test our self onboarding and get a preview of Onepilot magic? Create your demo account here!
This is now strengthened by Hubware secret sauce: an instant and automated analysis of all past tickets to identify the most common questions and answers that perform best, allowing us to instantly increase CSAT by about 20%.
2️⃣ “Customer care should not be a blackbox anymore” 👉 Providing our customers with granular and directly actionable analytics
An efficient customer care department is not just about delivering answers to end-users. At Onepilot we believe that customer care helps you to get actionable feedback from customers and to understand acquisition and retention dynamics.
That’s why we provide our customers with granular and real-time analytics about their support.
Thanks to Hubware Native Language Processing (NLP) technology, we will soon be able to suggest process improvements and to identify the most common clients suggestions, helping the Head of care of any company to improve both the customer care department and to work hand in hand with product, tech or marketing departments.
3️⃣ “Data need to be accessible and not split across multiple tools” 👉 Integrating all ticketing and back-office tools into a single view to earn efficiency and avoid mistakes
Back in early 2021, as we were handling first tickets for our customers, we calculated that customer support agents used an average of 4 different tools to process a ticket. This can lead to mistakes, lack of personalization without counting the loss of efficiency.
That’s how Onepoilot started to embed all tools into a single platform that helps heroes to be more productive but also closer to end-users.
Hubware team joins this project with 4 years of experience in back-office and third-party tools integrations, allowing our integration team to target 50+ integrations on Onepilot platform within the next year. Stay tuned, nice news coming. ⚙️
4️⃣ “Bring some magic” 👉 AI and NLP tools to suggest answers and pre-fill back-office tasks with Hubware expertise
The first quality of a good customer care department is humanity. That’s why Onepilot started with local agents delivering the best experience to our customers. It’s all about empathy. BUT. Do you know that a regular customer care agent can process 40 times the same answer in a single day?
With the acquisition of Hubware technology, life is about to get easier for Onepilot heroes by pushing smart suggestions that reduce repetitive actions and auto perform easy back office processes so that they can focus on things that matter like perfectly matching the tone of voice of our customers.
Hubware team officially joined the Onepilot family two weeks ago and we can’t wait to see the results of this perfect match on our product and the thousands of end-users we are helping every day. 🚀
Find why our clients’ users love Onepilot here. ❤️
