Richpanel Assessment – The Good and Unhealthy for 2023

Ecommerce retailer house owners know that every buyer is exclusive, so answering their questions and offering good customer support practices is inherently troublesome.

In the meantime, an honest chunk of buyer points are similar.

  • “The place is my order?”
  • “I have to cancel my order.”
  • “I would like to alter my transport tackle.”

These are only a few of the widespread points that may come by way of your customer support pipeline each day—which suggests your customer support group and frontline brokers take care of lots of repetition and redundancy.

Richpanel is an answer that lets the purchasers deal with their very own points by clicking a widget in your web site, viewing their orders, and making the mandatory changes. If they will’t kind it out by themselves, that’s after they’ll be directed to your customer support group.

Richpanel logo for Crazy Egg Richpanel review.

Richpanel: The Good and the Unhealthy

From its help-desk options to its self-service portal, Richpanel supplies you with the instruments to make serving to your clients a lot, a lot simpler. On prime of that, savvy AI options are making their method to the platform, giving your help brokers a “Sidekick” to avoid wasting time and power.

As with every heavy-hitting software program, it doesn’t come simple. There’s a studying curve that comes with Richpanel, and it’ll take a while to construct out your particular workflows and automations. This requires you to sift by way of Richpanel’s options to seek out what works finest for you and your group—however with sufficient sifting, you would possibly strike gold.

What Richpanel Is Good At

Ecommerce and SaaS choices: Richpanel’s setup course of supplies choices to configure workspaces for each ecommerce and SaaS use instances—although the interface, options, and performance are all the identical. Both manner, your workspace will take a form of its personal as you construct out the platform.

Workspace customization for ecommerce industry.
Workspace customization for saas industry.

Richpanel makes it easy to embed the self-service widget in your web site. For ecommerce websites utilizing platforms like Shopify, WooCommerce or Magento, it has native integrations to put in with only a few clicks. In the event you’re utilizing different platforms or web site builders, you can even copy and paste the embeddable HTML code snippet.

One other standout function of Richpanel is how properly it caters to omnichannel help by way of its suite of integrations. As an illustration, calling capabilities with Aircall allow you to make and take calls proper throughout the Richpanel interface, and you can even hook up with CRMs and social media platforms to unify conversations.

Whether or not you might be a web-based retailer or SaaS firm, Richpanel consolidates inquiries from messaging, cellphone, assist desk tickets and extra right into a single dashboard. This unified expertise, together with Richpanel’s specialised integrations, makes it extremely appropriate for various buyer help groups.

Six available channel options offered by Richpanel.

Simple setup: Richpanel’s self-service portal configuration supplies an intuitive drag-and-drop editor for straightforward customization of the widget that will get exhibited to clients.

You may shortly tweak the portal’s branding, colours, and greeting textual content to match your web site’s aesthetic. Rearranging or including fast entry hyperlinks, a search bar, and video tutorials can be easy with the drag-and-drop interface.

Portal customization with options for the general topics section.

The platform does an excellent job of letting you preview the portal design in real-time. With one click on, you’ll be able to see how the self-service widget will seem for purchasers to make sure it aligns to your model.

Richpanel additionally comes preloaded with data base articles and automation templates for the most typical customer support eventualities like order modifications, cancellations, and monitoring standing. These will be activated instantly to start out dealing with repetitive inquiries.

The considerate pre-built content material and intuitive editor make it easy for anybody to launch a custom-made self-service portal that enables clients to seek out solutions on their very own. Lowering these repetitive contact factors improves consumer satisfaction whereas liberating up brokers.

Configure modules menu with various options to select.

Prospects are given true autonomy: In contrast to chatbots that solely present data, Richpanel’s self-service options let clients take actual motion independently. By easy menus, they will resolve widespread points like returns, monitoring orders, and cancellations.

With clear choices to assessment previous orders, provoke returns or exchanges, and cancel purchases, clients can repair many routine points with out having to attend for help. If further assist is required, there may be all the time a transparent path to attach with an agent.

Richpanel understands that when clients can simply diagnose and repair their very own issues, it saves time for each events, prevents frustration, and strengthens the connection. Further self-service options like subscription administration, which can be coming sooner or later, will additional enhance possession.

Knowledge base customization options for ordering topics.

AI assistant: Richpanel’s AI “Sidekick” seamlessly integrates inside agent workflows to supply well timed suggestions that improve productiveness and optimize the client expertise. By machine studying, Sidekick quickly ingests related coaching supplies like previous chat transcripts, data base articles, and cues from brokers to enhance its help capabilities.

Sidekick supplies quite a few types of AI-powered help to reinforce human brokers. Relatively than merely retrieving data, Sidekick can analyze context and draft usable responses for brokers to assessment and ship. For prolonged or complicated inquiries, Sidekick summarizes the important thing particulars so brokers grasp the core situation shortly.

Sidekick additionally impresses with its multilingual capabilities. It might probably translate real-time dialogue into different languages, enabling brokers to bridge communication boundaries with clients internationally.

Moreover, you’ll be able to configure Sidekick’s tone and magnificence to align its suggestions together with your desired model persona, from an ultra-professional tone to an informal, playful fashion. Both manner, Sidekick will modify its writing fashion accordingly.

For tailor-made help inside ongoing conversations, brokers can present Sidekick quick contextual hints prompting it to derive useful, situationally-relevant responses based mostly on coaching.

Critically, Sidekick by no means guesses or invents data exterior of its ingested knowledge. The AI suggestions goal to reinforce human-driven service—not substitute it. As Sidekick processes extra conversations, its machine studying mannequin constantly improves, offering brokers more and more efficient help.

By dealing with repetitive duties and empowering brokers to give attention to complicated points, Sidekick AI delivers distinctive help.

Sidekick settings with option to activate Sidekick.

Multichannel assist desk integrations: One of many first stuff you’ll discover when getting onboarding with Richpanel is the way it emphasizes the mixing of all buyer communication channels into one unified assist desk.

Proper after logging in, Richpanel prompts you to attach e mail inboxes by way of suppliers like Gmail, Outlook, Yahoo, and even Shopify. Equally, SMS textual content messaging, stay chats, and social media channels like Fb and Instagram will also be linked.

With a couple of clicks, you’ll be able to consolidate buyer inquiries and conversations originating out of your web site, e mail, social media, and extra. All the pieces streams into Richpanel’s assist desk feed in real-time.

This omnichannel view saves brokers from always switching between siloed inboxes and apps to entry the complete historical past with a buyer. With Richpanel, the backwards and forwards with a buyer shows as one chronological thread regardless of which channels they’ve used.

Having the entire context unified in a single place allows your help brokers to select up conversations simply and keep seamless experiences. On the identical time, your clients will recognize not having to clarify points a number of occasions when transferred to totally different channels.

Richpanel inbox with three red arrows pointing to channels in the side panel menu.

Empowers help brokers: Richpanel’s assist desk inbox supplies a full set of options that brokers can leverage to optimize and personalize their expertise. Every agent will get their very own customizable console tailor-made to their distinctive workflow preferences.

The left sidebar provides fast entry to all message streams, notifications, assigned tickets, and instruments like “@mentions” for straightforward collaboration. The inbox view choices are additionally adjustable, permitting brokers to configure what knowledge and metrics they need seen.

Brokers can tweak their inbox to match their working fashion by selecting to observe key channels, filter by ticket assignments, and give attention to unresolved inquiries. Collaborating by way of @mentions and personal notes additionally streamlines the administration of buyer conversations.

Moreover, Richpanel has built-in timesavers like automated spam filtering so brokers don’t get slowed down with junk messages—leaving the built-in bots to deal with the soiled work.

With omni-channel help, built-in automations, and the flexibility to customise the assistance desk inbox, Richpanel delivers on empowering brokers with alternative reasonably than imposing a one-size-fits-all expertise.

Richpanel messaging system with various messaging options.

Automation guidelines: Richpanel supplies intuitive automation instruments to arrange guidelines, triggers, and workflows that streamline repetitive agent duties. You may leverage pre-built templates and create customized eventualities distinctive to your enterprise wants.

For instance, you’ll be able to arrange project guidelines to routinely distribute new tickets to brokers based mostly on capability, experience, or easy turn-based strategies. Equally, brokers can arrange auto-replies for widespread questions to avoid wasting time from manually typing the identical responses again and again.

For simple segmentation and routing, it’s additionally potential to tag automations with sure key phrases or sender sorts for straightforward categorization. Buyer profiles centralize key knowledge like order historical past so brokers all the time have related context helpful.

With the intention to route inquiries to the optimum brokers or groups, superior workflows will be arrange to make use of customized logic. For instance, you’ll be able to allow clients to replace billing particulars totally by way of self-service, whereas additionally making cancellation requests set off an agent hand-off for instant retention.

Between auto-assignment, tailor-made routing, and automatic replies, Richpanel’s automation builder removes handbook repetition so brokers can give attention to delivering personalised service for every buyer interplay.

Richpanel automation settings page.

In-depth analytics: Richpanel supplies sturdy analytics dashboards to uncover actionable insights that assist optimize your customer support operations and enhance key metrics like income and agent productiveness.

The overview dashboard conveniently centralizes key knowledge streams—you’ll be able to analyze conversations throughout channels, survey buyer satisfaction traits, monitor group member efficiency, and think about generated income totals.

Conversations overview screen with a graph and various statistics.

For extra granular data, dialog analytics will be segmented by particular tags, social media sources, or situation sorts.

The group exercise dashboard reveals particular person agent metrics like decision occasions, buyer scores, and income transformed to focus on prime performers. If you would like, you’ll be able to even use the agent leaderboard to foster a pleasant efficiency competitors.

Agent leaderboard with rankings based on conversations, converted revenue, and med. time to convert.

To quantify the effectiveness of your portal, Richpanel provides analytics on the self-service options, exhibiting deflection charges and the proportion of points clients can independently resolve. That is key for understanding how your clients and your help brokers are benefiting from the platform, and the place it is best to focus extra of your consideration.

With complete analytics spanning course of effectivity, agent productiveness, buyer sentiment, and monetary return, Richpanel empowers managers to pinpoint what’s working, what wants tuning, and the place the trail to income development lies.

Self service performance metrics screen.

Upcoming campaigns function: Richpanel’s campaigns functionality is at the moment in beta. Whereas nonetheless a fundamental software for the time being, it reveals sturdy potential for participating clients when further options launch.

At current, you’ll be able to solely create chat or pop-up campaigns to succeed in web site guests. Chat campaigns provoke a dialog immediate, letting you present personalised help. Pop-ups ship focused messaging like promotions and may direct customers to particular touchdown pages.

Campaign setup page with selection for campaign type.

Although restricted to those two outreach strategies presently, Richpanel has shared plans so as to add SMS, survey, banner, e mail, and assist ticket campaigns. This can allow multifaceted engagement with clients and web site guests.

One of many options of this software you’ll recognize is the pliability to craft customized messaging for every marketing campaign. You may get inventive in providing reductions, selling new merchandise, gathering suggestions, and extra. You may even use dynamic hyperlinks to drive site visitors to particular touchdown pages with distinctive CTAs.

Even in its early kind, the marketing campaign software supplies a fundamental but purposeful method to improve engagement. As extra various marketing campaign sorts and superior focusing on choices get constructed out, this function will grow to be extremely useful for buyer retention and gross sales.

Compose message feature with two steps shown.

Richpanel’s Potential Drawbacks

Testing points: Throughout hands-on testing, it’s possible you’ll encounter some points with Richpanel that detract from the consumer expertise and create irritating limitations.

For instance, we had problem logging into Richpanel utilizing Chrome as our browser, which compelled us to change to an alternate browser simply to entry the platform. Inconvenient compatibility points like login restrictions can actually hinder adoption.

Screenshot of a loading message from Richpanel.

We additionally felt that key interfaces like the assistance desk inbox felt considerably cluttered and visually overwhelming at occasions. The packed structure might in all probability profit from tab condensing or customization choices to focus the view.

When previewing Richpanel’s nascent campaigns software in beta, we have been unable to view all the parts resulting from show chopping off. This prevented us from seeing how our configured campaigns would seem.

You might also expertise noticeable lag occasions when navigating between sections. For us, the delays we encountered interrupted workflow and contributed to a sluggish consumer expertise. Quicker load occasions would tremendously optimize usability.

Moreover, Richpanel’s default notification settings bombard your inboxes throughout channels. Customers might want to customise these alerts manually to keep away from feeling overwhelmed. Extra granular controls upfront might additionally assist keep away from disruption.

Whereas Richpanel demonstrates monumental potential, smoothing out these points with browser compatibility, interface streamlining, efficiency lags, and smarter default settings would go a great distance in bettering first impressions.

Steep studying curve: Richpanel supplies an enormous suite of capabilities that inevitably requires an enormous time dedication to leverage absolutely. For directors, brokers, and clients alike, changing into proficient will take substantial time.

When testing, you’ll probably discover the automation builder to be lower than intuitive in comparison with opponents with extra visible drag-and-drop builders. The logic move isn’t probably the most user-friendly, and creating guidelines utilizing the text-based when-if-then format can really feel cumbersome.

For brokers getting began, core assist desk areas just like the inbox can initially appear dense—which suggests discovering the appropriate private workflow and settings stability can take lots of experimentation. Lastly, even clients might have steerage when encountering new self-service capabilities.

Whereas Richpanel’s breadth allows extremely superior customer support as soon as it’s been harnessed, admins ought to put apart lots of time for each platform setup and ongoing agent coaching.

Richpanel interface screenshot.

Numerous consumer complaints: Though Richpanel receives principally optimistic suggestions, many customers have raised constant complaints that the corporate might enhance upon.

A number of customers cited lacking options they want added, suggesting Richpanel has room to increase capabilities in areas like API integrations. Some additionally wished broader social media integration past simply Fb and Instagram.

Quite a few critiques echoed our expertise relating to Richpanel’s occasional sluggishness, cluttered interfaces, and complicated workflows. Many reviewers discovered the platform unintuitive and tough to navigate at occasions.

We additionally observed overlap with our evaluation that Richpanel’s assist desk inbox appeared visually busy and overwhelming. Reviewers expressed comparable emotions that the core capabilities may benefit from streamlining and simplification.

Further consumer grievances centered on Richpanel’s automation builder particularly, with customers needing a extra intuitive visible workflow builder in comparison with the present text-based guidelines creation.

Whereas many critiques laud Richpanel’s intensive performance, it’s clear that deficiencies in efficiency, intuitive design, and optionality for energy customers persist as areas requiring consideration. However, the optimistic suggestions on Richpanel nonetheless outweighs the destructive, indicating the platform’s immense potential regardless of these particular person instances.

Richpanel Plans and Pricing

Richpanel has a helpful software on its pricing web page that will help you calculate the precise value it might be for you based mostly on the plan you select. It additionally components within the variety of brokers in your group, in addition to the self-service price relying in your month-to-month order quantity.

Remember the fact that there’s a 14-day free trial to get began with out making a dedication.

After that, you’ll be able to select from 4 “Assist Desk” value plans for stay chat and communication integrations. You too can select from 4 “Self-Service” tiers based mostly in your month-to-month order quantity. In the event you’re up for it, you’ll be able to even add on Richpanel’s AI Sidekick to hold a number of the load.

Help Desk and Self-Service pricing with selections for agents in your team and orders per month for customized price.

Assist Desk Plans

The Starter plan prices $24 per consumer per 30 days, offering core options like e mail, stay chat, Fb, Instagram, Shopify integration, and fundamental reporting. That is good for startups and small companies, because it covers important channels to start centralized buyer help operations.

Shifting up, the Common plan prices $40 per consumer per 30 days and provides capabilities like SMS, cellphone help, and ecommerce platform integrations for Magento and WooCommerce. There’s additionally project automation and expanded analytics instruments to develop superior workflows and reporting.

For bigger groups, the Professional plan prices $80 per consumer per 30 days. This tier provides multilingual help, load balancing project, lite onboarding, and a devoted success supervisor. With extra integrations and sensible routing, this fits rising mid-market firms.

Lastly, the Enterprise plan delivers custom-made options, pricing, and capabilities for Fortune 500 manufacturers, together with tailor-made onboarding and coaching, marketing campaign administration, and auditing. The Enterprise plan ensures absolutely scalable enterprise-grade service, and also you’ll should e book a demo with RichPanel to get began.

With growing performance aligned to development at every tier, Richpanel’s Assist Desk pricing mannequin allows stepping up capabilities as your enterprise and help wants evolve. The plans present a transparent path from fundamental DIY to superior automation.

Four plans for the help desk option from Richpanel.

Self-Service Portal Plans

The Starter plan for the Self-Service Portal prices $80 per 30 days and helps as much as 1,000 orders. It supplies necessities like customized flows, order administration, and branded assist heart. This covers fundamental self-service wants for smaller ecommerce shops and SaaS firms.

The Common plan prices $250 per 30 days and expands capabilities for mid-market manufacturers managing as much as 3,500 orders. Further eventualities, multilingual content material, and human hand-off options optimize the platform for self-service protection.

For bigger volumes as much as 10,000 orders, the Professional plan prices $500 per 30 days. It consists of onboarding help, a devoted success supervisor, SMS self-service, and subscription administration. These superior instruments are good for greater ecommerce and SaaS groups needing a lift in automation.

Lastly, the Enterprise plan delivers custom-made options and pricing for mega manufacturers, including companies like ongoing portal optimization by way of analytics, making certain absolutely scalable self-service capabilities. Once more, you’ll have to get in contact with Richpanel for customized pricing.

With growing performance matched to order quantity at every tier, Richpanel’s Self-Service Portal permits you to match buyer autonomy ranges with enterprise development.

Four plans for Self-Service feature from Richpanel.

AI Sidekick Plan

Generously, Sidekick’s Free plan supplies 100 AI responses and 200 generic actions month-to-month. It might probably prepare on 5,000 data or three months of interactions, enabling fundamental automation.

Even on the Free tier, Sidekick delivers core AI help like suggesting responses and summarizing conversations— permitting smaller groups to learn from fundamental automation.

For expanded capabilities, the Professional plan prices $20 per consumer per 30 days and provides limitless AI responses and actions. At this degree, coaching knowledge will increase to twenty,000 data or 12 months for extra intricate studying. This degree is fitted to groups that wish to take away the boundaries and leverage deep studying to remodel their workflows.

Lastly, the Customized plan delivers tailor-made pricing and options like limitless coaching knowledge, auto-translation, and HIPAA compliance for giant enterprises. The Customized plan ensures nearly limitless AI capabilities aligned to particular wants round knowledge quantity, privateness, and integration.

Three plans shown for AI Sidekick from Richpanel.

Last Ideas

Richpanel is appropriate for small to medium-sized ecommerce shops and SaaS groups seeking to convey stay chat and self-service collectively into one streamlined resolution. Regardless of being somewhat tough across the edges, there isn’t a doubt that it has the ability to get the customer support job executed.

With a while invested, your brokers could have their inboxes designed to suit their wants, and the self-service resolution will take away a large proportion of the ticketing burden—opening them as much as resolve the larger points and generate clearer paths to income.

With omni-channel assist desks, clever automation, AI options, self-service portals, and analytics, Richpanel allows groups to unify customer support messaging, scale effectivity, and delight clients.


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