1. What’s your name and title, what do you do day-to-day in 20 words or fewer?

I’m George, Expansion Manager at Onepilot.
Day to day is focused on expanding our Onepilot offering into the UK and surrounding EU markets. 

2. At OnePilot you help clients deliver satisfying customer services. Can you give us a success story for a D2C brand you’ve worked with. Eg what was the problem? what did you do? what were the results?

We’re lucky to work with 200+ amazing brands but one of the funnest would be Dash Water. Dash used to work with an agency that showed all the traditional outsource problems.

Expensive, Low quality, Slow responses and lack of visibility on performance and support metrics to their customers. A common problem amongst a lot of outsourced partners due to a lack of tech and a dedicated agent model which will always lack flexibility and be hard to scale. Since working with Onepilot, Dash have cut their Customer Service spend in half and reduced response times to below one hour and have trusted Onepilot in handling 100% of their tickets.

3. You specialise in customer care outsourcing. What piece of advice would you give to DTC brands who want to improve store performance?

Offer an omni channel experience to your customers where possible. Consumer expectations are higher than ever in what is a very competitive industry. Offering support across channels (email, live chat, social and phone) allows your customers to contact through their choice of channel.

Think about ordering food, nearly everyone has a preference on calling, doing it online or via the app etc but by providing said choice can reduce your CAC + improve repeat business. 

4. What do you think the biggest challenges facing eCommerce/D2C businesses will be over the next 12-18 months?

Consumer expectations. There are endless amount of issues, disruptions and challenges brands are facing because of the macro economics over the last 2-3 years.

Competition only becomes more visible, all of which has a knock on effect to the end consumer. From a CS point of view, things like compensation for a bad exp, response/ resolution times and over CX experience has never been benchmarked so high.

5. Complete this sentence – DTC brands that survive and thrive in 2023 will …

Look at customer service as a profit centre to the business, not a cost!

6. Name three D2C brands that are killing it and whom you recommend others to emulate/learn from.

Love what Princess Polly have done with their self service model on support, there FAQs and website experience for support is very clear and easy to navigate while not overloading with information.

Another to mention is Pure Sport, a brand I discovered when needing ro support recovery for marathon training which was a game changer of a product. As a community first brand, they’ve approached ambassador/influencer marketing the right way and as a result created an army of advocates which is evident through weekly in person events with 100s of people attending their PS run club.

Final one to mention and one my favourite brands (regardless if we work together or not) is Hagley West. What Tim has achieved in a short space time through perseverance and a very creative approach to TikTok is astounding. If you’re wondering who they are, check Tims account on TikTok and look at some his “Find Tim” challenges!