--- title: Richpanel Reviews meta_title: 'Richpanel Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 94 reviews by the users' company size, role or industry to find out how Richpanel works for a business like yours. aggregate_rating: rating_value: 4.7 review_count: 94 scale: '5' date_modified: '2026-07-17' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Richpanel Reviews **Vendor:** Richpanel **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.7/5.0 **Total Reviews:** 94 ## About Richpanel Richpanel is the AI-native helpdesk for ecommerce and DTC brands. You hire an AI support team and the helpdesk your humans work in, on one platform and one bill. The AI resolves the repeat work end to end. Your people stay in control of the exceptions. Most CX software bolted AI onto a 2010s ticketing system. Richpanel rebuilt the helpdesk around the AI. The AI CX team you hire: • Customer AI resolves routine conversations autonomously: refunds, order tracking (WISMO), cancellations, subscription changes, returns and policy questions. 70 to 80% autonomous resolution at maturity. • Copilot AI researches, drafts replies and executes actions for your human agents, around 5x throughput. • QA AI reviews 100% of closed conversations, finds gaps and feeds fixes back into policy. • CX Manager AI reads your business, writes the SOPs, configures the agents and improves the system per brand. The AI that builds the AI. Why teams switch to Richpanel: • A real Gorgias, Zendesk, Intercom and Freshdesk alternative. AI that resolves, not just deflects. • No double-meter pricing. Pick your model (Claude, GPT or Gemini) and tokens. About $0.25 per conversation. • 50% AI resolution guaranteed in 30 days, or your money back. • Live on your store fast, with one-click Gorgias and Zendesk import. • HIPAA-audited, SOC 2 Type II (zero exceptions) and GDPR-audited. Trusted by 2,000+ brands including Ridge, Jones Road and Pela. Compare Richpanel and learn more: richpanel.com/compare/gorgias richpanel.com/compare/zendesk richpanel.com/learn/best-ai-agents-customer-support richpanel.com/security ## Richpanel Pros & Cons **What users like:** - Users highly value the **exceptional customer support** from Richpanel, appreciating quick responses and effective assistance. (10 reviews) - Users find Richpanel's **ease of use** invaluable, enhancing their customer service experience with a user-friendly interface. (9 reviews) - Users value the **helpful support** from Richpanel, enhancing their customer service and problem-solving capabilities. (5 reviews) - Users are impressed by the **quick response** from Richpanel’s support team, ensuring timely assistance and resolution of issues. (5 reviews) - Users appreciate the **efficiency through automation** in Richpanel, significantly improving organization and response times for support teams. (4 reviews) - Users find the **easy setup** of Richpanel makes transitioning to the platform seamless and efficient. (4 reviews) - Intuitive (4 reviews) - Team Collaboration (4 reviews) - Analytics (3 reviews) - Automation (3 reviews) **What users dislike:** - Users face **integration issues** with Richpanel, wishing for better compatibility with more software options. (4 reviews) - Users find **chat limitations** in Richpanel hinder organization and effectiveness, affecting overall user experience. (2 reviews) - Users feel a **lack of features** in Richpanel, particularly concerning documentation and API integration options. (2 reviews) - Users find Richpanel **not user-friendly** , struggling with organization, complicated setups, and lacking in automation features. (2 reviews) - Users find the **setup difficulties** challenging due to limited documentation and complicated features, requiring time to adapt. (2 reviews) - Users note that **communication issues** regarding updates can impact productivity and require improvement for Richpanel. (1 reviews) - Users experience **data duplication** issues with delayed messages, impacting the effectiveness of Richpanel. (1 reviews) - Email Issues (1 reviews) - Inefficiency (1 reviews) - Integration Difficulty (1 reviews) ## Richpanel Reviews ### 1. We like it! **Rating:** 4.0/5.0 stars **Reviewed by:** Kenton A. | Chief Marketing Officer, Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Richpanel?** The automations in richpanel make things much easier and have actually generated a significant amount of additional revenue. **What do you dislike about Richpanel?** It doesn't have as many integrations as some of the more established players in the space. **What problems is Richpanel solving and how is that benefiting you?** It's solving the problem of having to manually do so much of our cx work and benefiting us because we can hire less people. **Official Response from Ajay Suresh:** > Hi Kenton, Thanks for taking the time to review Richpanel. We're glad that you like the product and we're working towards adding more integrations in the near future, we'll be sure to keep you posted about the progress. ### 2. Wonderful Service **Rating:** 4.5/5.0 stars **Reviewed by:** Kathleen D. | Operations Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 18, 2022 **What do you like best about Richpanel?** Richpanel is easy to use, and we like that all customer information is right there for you. **What do you dislike about Richpanel?** No downsides that we can see at this time. **What problems is Richpanel solving and how is that benefiting you?** We like that customers have multiple ways to reach us...by chat, email and text. The self-service function has been very helpful as well. ### 3. Amazing support and affordable services with high quality! **Rating:** 5.0/5.0 stars **Reviewed by:** Raine D. | CS Support, Small-Business (50 or fewer emp.) **Reviewed Date:** November 08, 2022 **What do you like best about Richpanel?** So far, we are delighted with them. Whenever we have issues, their CS team is superb! Happy with the services and have no complaints at all. **What do you dislike about Richpanel?** I can't think of anything. Everything is going well! **What problems is Richpanel solving and how is that benefiting you?** Our e-comm CS support is easier to manage. Linking all accounts, we have to just one platform. ### 4. The best ever platform for Customer Service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Cosmetics | Small-Business (50 or fewer emp.) **Reviewed Date:** January 24, 2023 **What do you like best about Richpanel?** Richpanel Customer Service and support representatives are the best ever, supportive and responsive to problems and suggestions. **What do you dislike about Richpanel?** I am happy with Richpanel. Nothing to mention. **What problems is Richpanel solving and how is that benefiting you?** Richpanel allows us to have all incoming messages under control. We can offer our clients a helpful FAQ. ### 5. Best MidSize Customer Service Platform for Growing Companies **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Small-Business (50 or fewer emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Richpanel?** Easy and quick setup. Clear customer history in view at all times. Cross-platform functionality with simple order creation flow. **What do you dislike about Richpanel?** API calls are sometimes delayed. Changes to the user-facing platform are made without notice. **What problems is Richpanel solving and how is that benefiting you?** Having outgrown our last customer service platform, RP is a one-stop shop with transparent customer insights, growing integrations, cross-platform ticketing reaching the customers where they are, and ease of order creation. It's the perfect step between entry-level and enterprise customer service solutions. ### 6. Very responsive and accountable team **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Medical Devices | Small-Business (50 or fewer emp.) **Reviewed Date:** August 09, 2022 **What do you like best about Richpanel?** I love how the Richpanel team communicates in a professional and deadline-oriented manner. I have never felt like my questions went un-answered, and they exhibit a strong commitment to standing by their product and services! **What do you dislike about Richpanel?** The only aspect I would consider a down-side are that sometimes the frequent updates may cause a glitch with showing the incorrect number in the queues. This is not a deal breaker at all, considering the positives from the updates! **What problems is Richpanel solving and how is that benefiting you?** Richpanel solves my problem with easy viewing of customer communication and the data associated with such, whether it be tagging or assisting with tracking trends in a non-overwhelming way. ### 7. 1 of the best chat tool for Shopify **Rating:** 4.5/5.0 stars **Reviewed by:** David K. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** April 13, 2022 **What do you like best about Richpanel?** Richpanel comes with a lot of features already built in. Your support team can easily track mentions or comments on social platforms but you are also able to answer any incoming queries via email or in chat etc. The best part there is no need to look up for Shopify orders in Shopify as you have all customer's details in Richpanel already. **What do you dislike about Richpanel?** They could add more native integrations, especially for Shopify plugins that make our work easier. Also we had a small problem with assigning the first customer message to support agent as it went to me as first (owner). **What problems is Richpanel solving and how is that benefiting you?** We have been looking for a chat tool that is able to manage chat + social platforms + emails at once. Richpanel does it very smoothly. No issue. No bugs. Just little things that are fixed in a day. I would highly recommend using it. ### 8. very easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Jay m. | sales/customer service, Small-Business (50 or fewer emp.) **Reviewed Date:** November 08, 2022 **What do you like best about Richpanel?** the integration of all of the other apps **What do you dislike about Richpanel?** Sometimes it does not notify me when i have a task **What problems is Richpanel solving and how is that benefiting you?** it seems to make accessing all of the customer info easy ### 9. Works Just Fine **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Sporting Goods | Small-Business (50 or fewer emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Richpanel?** It's easy to navigate and easy to keep using. The more that I use it, the easier it seems to get to use. I like how I can see how my other team members are doing as well. **What do you dislike about Richpanel?** Sometimes, it doesn't notify me when I have a new Richpanel that I need to review. That can sometimes cause issues when trying to keep my response time as low as possible. **What problems is Richpanel solving and how is that benefiting you?** I no longer have to answer customer emails through my direct email and there's an additional filter between them and the email that I use to talk to my clients. **Official Response from Ajay Suresh:** > Hi Customer, Thank you for taking the time to add your review. By default, if you are logged into your desktop, we don’t send notifications to your mobile app or to your email. You can change this setting to always notify for a few days and see if it helps. You can read more about notifications here: https://updates.richpanel.com/cut-through-the-noise-with-custom-notifications-243396 Please do let us know if we can assist you in any other way. ### 10. Good fit for eCommerce **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** November 14, 2022 **What do you like best about Richpanel?** Ability to tag others in private notes for internal follow up, built for eCommerce businesses **What do you dislike about Richpanel?** UX is a little clunky. Creating folders to file tickets is not really intuitive. **What problems is Richpanel solving and how is that benefiting you?** We needed to upgrade from using Outlook for customer service, and allow for multiple agents. Richpanel is helping solve for this. ### 11. Rich panel Works **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Small-Business (50 or fewer emp.) **Reviewed Date:** November 08, 2022 **What do you like best about Richpanel?** The ability to manage CSR performance and display it when needed for meetings. **What do you dislike about Richpanel?** There is nothing that does not work well for us currently in the capacity to which we use it. **What problems is Richpanel solving and how is that benefiting you?** The ability to provide quick responses and keep up with who is doing the work and who is not. ### 12. Richpanel is GOLD **Rating:** 5.0/5.0 stars **Reviewed by:** Christina E. | Small-Business (50 or fewer emp.) **Reviewed Date:** October 14, 2020 **What do you like best about Richpanel?** Richpanel is truly rich in all that this program offers. It pulls every platform that customers uses to contact our business into one place. My team uses Richpanel and the result? We caught up on all of our customer correspondence in under 2 hours. It is extremely easy to use, and easy to tailor to our needs. The Team behind Richpanel really go above and beyond and are available to us whenever we have a question. Not only does Richpanel cut the need to hire more reps in HALF, it also provides the customers with amazing self service. Richpanel will get the job done. **What do you dislike about Richpanel?** Nothing so far. If we need something added, The team can tailor to our needs to the best of their abilities. **Recommendations to others considering Richpanel:** Give it a try and see how much more efficient your Customer service department becomes! **What problems is Richpanel solving and how is that benefiting you?** Richpanel cuts down the time it takes for agents to collect information, that automatically gets done. It also provides self service to the customers which cuts down on the amount of messages that are coming in. ### 13. Positive experience **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Textiles | Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Richpanel?** Very easy interface and good responses to issues. Good way of responding to questions, and always open. **What do you dislike about Richpanel?** No dislikes at all, everything is running smooth. **What problems is Richpanel solving and how is that benefiting you?** It is helping us allow customers to have a smooth experiencing getting help. **Official Response from Ajay Suresh:** > Thanks for taking the time to review Richpanel, our entire team is very happy to read your glowing review. ### 14. The best CRM I've used. Believe me! **Rating:** 5.0/5.0 stars **Reviewed by:** Christian Paul A. | Product Listing Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 18, 2022 **What do you like best about Richpanel?** If you want the best CRM, Richpanel is a highly recommended one. I've already used this for many years now and recommended it to my clients. Very easy to use and has very nice features. Easy integration. Salute to Mark who is always there to assist on technical matters and to Sonika who is always available to assist with any questions. Best Support you can get from these people. Thank me later for why I recommended this site. -Christian **What do you dislike about Richpanel?** so far none. all good... all good..all good **Recommendations to others considering Richpanel:** just subscribe and experience amazing CRM tool **What problems is Richpanel solving and how is that benefiting you?** integration. I know now how to fix domains. I was able to fix thru the help of their support ### 15. Great and responsive experience! **Rating:** 5.0/5.0 stars **Reviewed by:** Ronald H. | Customer Care Advocate, Small-Business (50 or fewer emp.) **Reviewed Date:** August 31, 2022 **What do you like best about Richpanel?** I like how responsive and dutiful Sonika is! She has helped our team utilize the system more, which has improved our key performance indicators. **What do you dislike about Richpanel?** There isn't anything that we've disliked just yet. **What problems is Richpanel solving and how is that benefiting you?** Automation, self-service, and omnichannel customer support. We can help our customers wherever they need it and smartly combine automation with personal, human touches to significant effect. ### 16. User friendly UI that's easy to learn **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Cosmetics | Small-Business (50 or fewer emp.) **Reviewed Date:** November 02, 2022 **What do you like best about Richpanel?** RichPanel is great at compiling customer information. **What do you dislike about Richpanel?** I'm not too fond of sound notifications when sending an email. **What problems is Richpanel solving and how is that benefiting you?** RichPanel helps with all of our customer contact needs. ### 17. Richpanel truly helped us take it to the next level of customer service. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Wholesale | Small-Business (50 or fewer emp.) **Reviewed Date:** June 27, 2022 **What do you like best about Richpanel?** Richpanel's features are far more extensive and really allowed us to streamline and automate many of our customer service processes. It is able to connect to Shopify directly through API, so you can update orders, process refunds etc directly from the platform which sealed the deal for us. Richpanel truly helped us take it to the next level of customer service. **What do you dislike about Richpanel?** I have yet to find a feature of this ticketing platform that we dislike. **What problems is Richpanel solving and how is that benefiting you?** Running reports is now much faster because it is already available on the platform. ### 18. Simple and easy to use customer support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Small-Business (50 or fewer emp.) **Reviewed Date:** November 16, 2022 **What do you like best about Richpanel?** the self service portal is great for helping us reduce our support ticketing times. **What do you dislike about Richpanel?** I wish it integrated with more things. For example, we use a calling software called Justcall and I would like that to be integrated into it. **What problems is Richpanel solving and how is that benefiting you?** Keeping the team on track with customer support queries and it helps us resolve issues quickly ### 19. THE BEST **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Small-Business (50 or fewer emp.) **Reviewed Date:** September 08, 2022 **What do you like best about Richpanel?** The amount of help and care I received from Richpanel support team is invaluable. The application is very easy to navigate through and the fact that we can add help desk for our clients is amazing as it will make it super easy for our clients to find their answers. THank you Richpanel and thank you Amir for offering great value! **What do you dislike about Richpanel?** nothing so far! I didnt dislike anything **What problems is Richpanel solving and how is that benefiting you?** solving client's problems faster, being able to follow up easier with clients and making everyone's life easier! ### 20. Excellent customer care and the most user friendly Customer Service Desk **Rating:** 5.0/5.0 stars **Reviewed by:** Ian L. | Customer Experience Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 15, 2021 **What do you like best about Richpanel?** I love that the functionality is extremely user friendly and designed in a way that makes training simple. There is room for it to grow in features but the customer service is so responsive, easy to access and full of integrity you know that your suggestions are being taken seriously and worked on quickly. **What do you dislike about Richpanel?** The reporting and the email platform has few features that their competitors (like Zendesk or Freshdesk) have but they are building them now and I have faith it will become better than their competitors soon. **Recommendations to others considering Richpanel:** If you want an easy to use, quick to maintain and quality customer service offering for your service desk. Get RichPanel. **What problems is Richpanel solving and how is that benefiting you?** It has created extreme efficiencies at managing customer enquiries and tracking the conversations so that I can report on the trends in our feedback. We now have hours of time back and we can measure how well our service is being received. ### 21. Fairly decent tool for business **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Sporting Goods | Small-Business (50 or fewer emp.) **Reviewed Date:** November 08, 2022 **What do you like best about Richpanel?** That it automatically assigns emails to staff. Makes email much faster. **What do you dislike about Richpanel?** Seems to need to be updated daily and at times it will not notify me when a new message has come in **What problems is Richpanel solving and how is that benefiting you?** It saves all communication so we can go back and rereview at a later date ### 22. Getting Rich with Rich Panel **Rating:** 5.0/5.0 stars **Reviewed by:** Walli S. | Web Developer, Small-Business (50 or fewer emp.) **Reviewed Date:** August 15, 2022 **What do you like best about Richpanel?** I like self-servicing a lot! It saves so much time and the coordination is unmatched. **What do you dislike about Richpanel?** That I haven't used richpanel sooner. No complaints **What problems is Richpanel solving and how is that benefiting you?** Currently they are looking at adding a draft section and changing color cuztomization ### 23. Awesome tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Warehousing | Small-Business (50 or fewer emp.) **Reviewed Date:** November 08, 2022 **What do you like best about Richpanel?** Communication, display, the format, basically Richpanel has it all **What do you dislike about Richpanel?** So far? nothing comes to mind, i find everything satisfying **What problems is Richpanel solving and how is that benefiting you?** Like i said before, basically every task needed ### 24. Game changer for JAXXON **Rating:** 5.0/5.0 stars **Reviewed by:** Josh P. | Small-Business (50 or fewer emp.) **Reviewed Date:** September 16, 2020 **What do you like best about Richpanel?** Besides the tool being adaptable and intuitive, they actually care about us as a client. Richpanel allows our customers to go through a self-service process that is customizable and adaptable to our needs. We are able to gather data and improve upon this from a visual and functional perspective with RichPanel's skilled team. They are aware of our needs as a client, react quickly, and offer improvements. They are also on the innovative side of the industry and are constantly learning and growing which is what we seek in our partners as JAXXON. **What do you dislike about Richpanel?** Nothing. The team at Richpanel has catered to our specific use-case requirements and been open to testing new ideas with us as well as implementing new changes to their tool based on the needs of JAXXON. Proud to be working with RichPanel and seeing results every day. **Recommendations to others considering Richpanel:** x **What problems is Richpanel solving and how is that benefiting you?** We are allowing customers to easily seek the answers they require in a swift, comfortable, yet stylized and intuitive fashion. We are also alleviating bandwidth on our in-house CS team, allowing them to focus energy on pain points of the CS department as a whole. ### 25. You can end your search for the right CS platform here **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Small-Business (50 or fewer emp.) **Reviewed Date:** July 30, 2021 **What do you like best about Richpanel?** We previously used both Gorgias (18 months) and Zendesk (3 months) and RP blows them out of the water. Not only is the interface much cleaner, but the functionality and reporting are more robust. Our CS has markedly improved since switching to RP because of the better system but also because of the self-service option. **What do you dislike about Richpanel?** Only thing that I'd like is a ReCharge integration that we can use via RP. However, this is due to a highly custom feature on our site and not any fault of RP. Not even ReCharge's native software can handle our customization correctly. **Recommendations to others considering Richpanel:** Give it a shot. It's the best CS platform I've used (and I've used a lot) and their team is awesome. **What problems is Richpanel solving and how is that benefiting you?** Truly no issues and has entirely changed our CX. For less time, we've seen faster FRTs and better CSAT scores. The self-service capability is awesome and has dramatically reduced inbound tickets while improving CSAT. ### 26. Great all-in-one app and super fast customer service! **Rating:** 5.0/5.0 stars **Reviewed by:** Billy F. | Director of Sales and Support, Small-Business (50 or fewer emp.) **Reviewed Date:** May 26, 2022 **What do you like best about Richpanel?** Richpanel's integration is the best feature for our needs. **What do you dislike about Richpanel?** We have not found anything as of yet, and I doubt we will. **What problems is Richpanel solving and how is that benefiting you?** Richpanel pulls everything we need for customer service and sales into one platform, which really boosts our efficiency. ### 27. Good job! **Rating:** 5.0/5.0 stars **Reviewed by:** Joselito M. | Team Leader, Small-Business (50 or fewer emp.) **Reviewed Date:** January 19, 2022 **What do you like best about Richpanel?** The support group for RichPanel is outstanding. **What do you dislike about Richpanel?** at first the lack of available data to download, but was resolved after we have raised it. **Recommendations to others considering Richpanel:** Pease resolbve the issue about delayed chats **What problems is Richpanel solving and how is that benefiting you?** Customer service, the built-in process tree. It allows you to automate responses and minimize the workload ### 28. Impressive software! **Rating:** 5.0/5.0 stars **Reviewed by:** Vilius L. | Customer Service Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** June 16, 2021 **What do you like best about Richpanel?** No one came close to what this system could do alone for us! Our volume ended up decreasing by 55% so far, just because we utilized the tool's strengths (and that's just the begging week for us). You can custom tailor any questions with answers you want to appear for any order and make conditions when those questions appear. The possibilities here are absolutely limitless! Showcase different questions and provide different replies if the order contains a specific SKU, if the order contains a specific tag, if the order is fulfilled/unfulfilled, if the shipping method contains specific words or is equal to specific words, if the order is delivered, if it's not delivered but it is within/outside the service level, and so much more...like really there are sooooo many possibilities here! You can also style the answers however you want and you can even put adjustable data that will automatically change for different orders. **What do you dislike about Richpanel?** At this point, there really are no dislikes. This is a young company that is still developing its software so naturally, system updates are frequent. They are incredibly receptive to feedback and immediately work on implementing any changes or fixing any bugs. **Recommendations to others considering Richpanel:** I just can't praise the company and the software enough at this time! I think it will be one of the leading CRM systems in the market pretty soon, so I would encourage you to try it out and see what it can do for yourself! **What problems is Richpanel solving and how is that benefiting you?** We were looking to transition our customer support team to a system that would be able to reduce our volume by introducing automation and offer our customers self-service potential. We started looking and testing out various different software companies and ended up stumbling upon Richpanel and honestly, this was the best discovery we made so far. The self-service and automation capabilities reduced our customer support volume by 55% so far. We ended up doing 25 different conditions to present a different answer for the question "Where is my Order?". This is saving so much time for our customer support team because the system automatically recognizes the status of the order, the shipping method, and transit times that we set in place and just provides an answer to the customers. If the order is shipped in time and is in transit, then the system just says - the order was shipped in time, here is your tracking number and it will be delivered by this date. If the order is not shipped because items are on pre-order, it will inform the customer that this is the case and when the order will ship out. If the order had to be delivered already but it's not - it's going to direct the customer to the CS team and they will investigate the matter. This tool is just so impressive, it really can do so much for you. Like if the order contains our subscription item, then it will present a question option that will explain what this product is, how to log into it, how to cancel it. If the customer would like to return items for a specific order but it's passed our return policy timeframe, then it does not even give them our return address and just indicates that unfortunately, it is too late. The beauty here is that you can build these conditions any way you want. You can also style the answers however you want and you can even put adjustable data that will automatically change for different orders. It really cut our volume by more than half over the first week, because all those general questions are automatically answered by the system itself and our customer support team can concentrate on matters that actually need human attention. We are still working on finetuning everything and the goal is to automate our processes even further with Richpanel. Their support team is amazing and help us out as soon as any questions arise. They are also very receptive to feedback and already helped implement some changes that were recommended by us. I just can't praise the company and the software enough at this time! <3 ### 29. Perfect Service **Rating:** 4.0/5.0 stars **Reviewed by:** Tony C. | N/A, Small-Business (50 or fewer emp.) **Reviewed Date:** January 19, 2022 **What do you like best about Richpanel?** Prompt responses, knowledgeable staff, a real effort was made to make the product as usable as possible. **What do you dislike about Richpanel?** Product limitations only, service impeccable. **What problems is Richpanel solving and how is that benefiting you?** Just trying to export data, not an RP user, per se. ### 30. Amazing Onboarding Experience - Best Self Service Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Yesenia G. | Brand Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 30, 2020 **What do you like best about Richpanel?** I've been very fortunate to work with Dorai & Amit during our transition from Gorgias to Richpanel. Their "White Glove" service has been like nothing I have ever experienced before. They have a very strong team and are so agile. We have worked with Zendesk and Gorgias in the past, and so far we've been greatly impressed by everything that Richpanel has to offer. There is no BLACKHOLE of product feature requests with Richpanel, they are very open with us on the status of a feature, and give us the flexibility to determine if a feature is a high priority or not. **What do you dislike about Richpanel?** Can't think of anything I dislike about this company. **What problems is Richpanel solving and how is that benefiting you?** Self Service! They make it extremely easy to set up a user flow for customers to answer their own questions through self-service. This not only has decreased our ticket volume but has given us the opportunity to focus on product training with our agents and uniquely cater the customer experience to deliver a long-lasting relationship with them. (Less use of Macros & more personalized 1-1 conversations for the customers that need assistance from an agent) ### 31. Feedback of using Richpanel **Rating:** 4.5/5.0 stars **Reviewed by:** Deepak S. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 24, 2020 **What do you like best about Richpanel?** Supportive staff They are willing to listen and go out of their way to create a customized panel as per our specific use cases Whatever the challenges are, they never say no on your face but always go back and look for solutions Of course, we may not be able to solve all use cases or issues but at least you know that the team is putting in the effort which is very encouraging Great tool, as a whole Very easy to use The usability is really simple, anyone and everyone can learn the tool easily as the interface is very easy to understand. I have used not many others in the market but really think their overall UI/UX is one of the key strengths they have, it is so simple, easy on the eye, not cluttered at all, the font size, the colors on the dashboard, everything is done in such a manner that as a user it is super easy to use and also very pleasant as an experience to use, which I feel is very imp as you have to feel good about using the tool also, and enjoy it yourself as a customer to be able to be in the right frame of mind to resolve your actual customer's issues Their dashboard is super cool, all customer info, from, earlier interactions, purchase history, visits, contact, etc are all seen in a single dashboard when interacting with the customer, which helps the agent to have a more informed talk with the customer and give them personalized attention. It does this very seamlessly and easily which is really cool **What do you dislike about Richpanel?** There are some tech functionalities that they do not have solutions to yet, but that is a specific case for us as we are on woo commerce and they have that solution for Shopify and not for woo. So we hope that they are able to work out a way to get it done for us, which we know they are working on to look for a solution, hoping for the best Also, they do not have the calling feature integrated yet as there is a service provider issue with India specific, hopefully, that gets sorted out **What problems is Richpanel solving and how is that benefiting you?** Quite a bit but as we are just started to use it, we think with time we will learn about more use cases that it can solve for us. To tell a few briefly- Many customers request that needed manual intervention by the customer support team has reduced with the self serve feature that we designed on our website, which has made the teams job easier and reduced the repetitive tasks at scale A lot of information that was otherwise just cluttered on the website is being converted into interactive and engaging info via the chat box feature, which we feel is quite cool and would lead to better conversions and customer engagement - Still WIP though but we see the difference and like what we see now from before We are able to track the work our team is doing and also measure the performance and we plan to put in place an incentive plan based on the same. Nothing new with all of this, but just the manner in which the tool enables us with all this info is really simple and very helpful It is a one-point tool for all customers incoming across chats, emails, social media, what's app, etc which really helps us to plan better, track better and measure better and save time, which we can invest in improving ourselves. ### 32. Must have tool for a Customer Service Center that wants to excel on Shopify **Rating:** 5.0/5.0 stars **Reviewed by:** Mike S. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 22, 2020 **What do you like best about Richpanel?** It pools all the main contact channels into a single panel with a total view of the customer. It also lets you modify on the fly without bouncing in and out of different programs **What do you dislike about Richpanel?** Have not found any dislikes yet. Whenever I have a suggestion the team is fast to respond with a solution. Their background and experience working on similar platforms has Richpanel a great tool **Recommendations to others considering Richpanel:** Richpanel is easy to work with. The proof is in trying it. Once you try it you will get hooked **What problems is Richpanel solving and how is that benefiting you?** Immediate feedback to our Guests along with their ability to help themselves. It allows us to be more responsive to improvements to our website and offerings. We can respond in a much complete way which solves Guest issues and needs much faster. Long term it will allow us to scale to a much bigger level with less human resources. ### 33. Incredible Product & Team **Rating:** 5.0/5.0 stars **Reviewed by:** Hov M. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 12, 2020 **What do you like best about Richpanel?** From the product: Ease of use for the customer. Easy authentication, easy access to order and account info, and natural flow to self-resolve frequently asked questions. From the team: Love their attitude and energy when given feedback. They move fast and show respect the competition. They focus on their own product and really care about solving key issues for customers and customer service providers. **What do you dislike about Richpanel?** Not much to pick at, the backend UI can use some optimizations here and there - but the important stuff works and works well. **What problems is Richpanel solving and how is that benefiting you?** We're trying to free up our customer service from answering self-resolvable questions and shifting to providing support for more product and customer goal focused questions. We've realized a 30-40% self-resolution rate through RichPanel's self-service platform. This is just the beginning, lots of room to improve. ### 34. We been using it for a few days and our whole team is excited with this tool. Great support. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Sporting Goods | Small-Business (50 or fewer emp.) **Reviewed Date:** August 05, 2021 **What do you like best about Richpanel?** We have been using it for a few days, and our whole team is excited about this tool due to its simplicity and intuitiveness. The richpanel support team has been incredibly responsive and helpful the few times I have contacted them. I think we finally found a ticketing system that we can live with and not pull out our hair. **What do you dislike about Richpanel?** We don't dislike anything huge yet. All integrations have been seamless. **What problems is Richpanel solving and how is that benefiting you?** Ticketing, inbound sales inquiries, multichannel communications ### 35. Many useful features **Rating:** 4.5/5.0 stars **Reviewed by:** Christophe P. | Co-founder / web developper, Small-Business (50 or fewer emp.) **Reviewed Date:** May 03, 2021 **What do you like best about Richpanel?** Ability to connect emails, FB comments and messages all in one place. And adds a livechat to the website also merged with the other conversations. **What do you dislike about Richpanel?** Not able to modify some important texts in the livechat **What problems is Richpanel solving and how is that benefiting you?** Better streamlined managment of client services ### 36. Great experience with Richpanel! **Rating:** 5.0/5.0 stars **Reviewed by:** Alice W. | Director of Customer Experience, Mid-Market (51-1000 emp.) **Reviewed Date:** September 15, 2020 **What do you like best about Richpanel?** We were really excited about RP before on-boarding due to the amazing self-service options available for our customers and they have not disappointed! The deflection rates for their self-service portal easily surpass the rates seen with other popular tools! Also their team is incredibly responsive and helpful! They are quick to get back to us and are consistently innovating and updating! For our small team with a large customer base, it has been a life-saver and we can't wait to see what options and features they make available next! **What do you dislike about Richpanel?** Right now, there are no major dislikes. We notice minor bugs here and there but the Richpanel team resolves these issues incredibly fast, usually in less than 24 hours. It's incredible! They are also available to hear our thoughts on software improvements! **What problems is Richpanel solving and how is that benefiting you?** We were solving for a specific problem with Richpanel. We wanted to maintain and remain consistent with our customer experience despite our increasing volume over the last several months related to COVID-19! We needed a way to provide our customers with an incredibly intuitive and easy to use self-service portal. Richpanel had all the features we needed and has been a great solution for our customers! We have also benefitted from the ease of incorporating existing channel support into the application, an easy migration process as well as an extremely intuitive UI that makes it incredibly easy to update the self-service portal and also to control queue management and automation rules. ### 37. Richpanel Customer Service Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Julian Q. | Small-Business (50 or fewer emp.) **Reviewed Date:** September 15, 2020 **What do you like best about Richpanel?** Amit, Dorai and all of the team members at RichPanel are extremely responsive and responsible. I have never deal with a SAAS company that moves so fast and with the level of customer-centric actions. This team goes above and beyond to make sure your needs are taken care of. We were early adopters of the platform and are extremely happy with their ability to delivery on projects and tasks. Currently our Self Help features are able to close nearly 60% of all tickets with no agent interaction. We are big fans of Richpanel. **What do you dislike about Richpanel?** Some connections are still missing. The major one being IG comments (we are a social media brand) and this to Richpanel's point is a limitation on IG's API integration which is not available. **What problems is Richpanel solving and how is that benefiting you?** We are able to auto filter tickets per region and topic and most importantly use a single screen to perform the vast majority of our tasks due to Richpanel's native connections with Shopify and other platforms that we integrate with. Like stated before, Richpanel's current self help filter close to 60% of all of our tickets with no human interaction and this saves us a lot of time. ### 38. Nimble, Radical Solution for Efficient, Consistent Customer Support **Rating:** 5.0/5.0 stars **Reviewed by:** Thea L. | Small-Business (50 or fewer emp.) **Reviewed Date:** September 14, 2020 **What do you like best about Richpanel?** We have been most impressed by the advice and support that RichPanel has provided for us since the very first conversation. **What do you dislike about Richpanel?** This less a "downside" than an opportunity, but we find there is always something more to learn about the RichPanel tools. This is in part because they are ever-evolving at this time into a stronger and stronger tool to support our business efficiency. **Recommendations to others considering Richpanel:** Richpanel is an effective customer integration with a responsive, energetic team. Be an early adopter. **What problems is Richpanel solving and how is that benefiting you?** In these first six months with Richpanel, we’ve seen tremendous improvement in the consistency and timeliness of our response time. We also have the framework to expand support with a clear framework for new customer support assistants. Best of all, we continually improve the ability for our customer-facing Richpanel Help Center to provide genuine support to customers at any hour without direct communication. Our business has more than doubled in the past year. Initially, we invested in adding staff rather than seeking genuine solutions for successfully meeting customer support demand. Richpanel has nimbly provided a means of unifying our various support channels, providing much greater efficiency and consistency, and truly offering the customer meaningful ways to find answers on their own. ### 39. Customizable solution that's extremely customer focused **Rating:** 5.0/5.0 stars **Reviewed by:** Henry H. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 09, 2020 **What do you like best about Richpanel?** When we were searching for a unified chat/help desk solution we reached out to all of the main players and had a very poor response (CRAZY - this is their core business and they were not getting back to us!!). When we reached out to Richpanel, they answered the chat and had us on a call within minutes, which has led to a great relationship. From the beginning, the team has been extremely hands on with helping us identify our needs and building out a solution that has gone well beyond this. They have listened to our ideas, concerns, and challenges and continue to build out their platform to accommodate what we're looking to achieve. With Richpanel, we have the ability to help shape the future of the platform, compared to working with others that have tried to fit our requirements into a standard box. The team also checks in regularly and has provided additional training (both onsite and virtual) when we have new team members come on - they truly take the time to listen to their frustrations and either help them solve them with either existing features or they add them into their future feature request list. With all of this in mind, we now have a unified solution where we can monitor all of our inbound communications and assign accordingly. This allows us to determine where we need additional resources, gaps we have in our process, and allows our team to cross sell our products across our multiple channels (with revenue attribution and metrics to pull it all together). **What do you dislike about Richpanel?** As they build out their platform, they're a little less polished than some of the other solutions we've used. We're willing to trade off on this because the functionality and additional features more then makes up for this (along with their customization to our specific requirements)! The other challenge we have (not just with richpanel) is the blurring of the lines between their platform and an actual CRM to then keep track of the follow up conversations. Though, one of the things the team has got us onboard with is that the priority is helping our customers help themselves with all of the Help Desk features and only bubbling up the remaining few for one of our reps to reach out too. This has allowed us to better utilize our internal resources and see a better return from the interactions that do make it to a rep. **Recommendations to others considering Richpanel:** Reach out to the team at Richpanel and walk them through your current situation and challenges. We were pretty open with what we were looking for and where we wanted to go and the team was very open to where they could help and places they could not. They are confident in their platform and where they are going, so they are not overly salesy and this leads to a great conversation and in our case, a great partnership! **What problems is Richpanel solving and how is that benefiting you?** We have multiple websites with various tools and resources monitoring the inbound communications. We did not have have an accurate way to determine how many communications we were receiving and where we needed to add (or remove) resources. Since the communications were coming in via different channels (emails, chats, etc) and it was hard for us to have a record of these conversations for training, auditing, and improvement. On top of this, the individual teams (and managers) didn't have a way to identify cross selling opportunities because there was no way to see the full picture of our business across all of our communities. Once we moved everything into Richpanel, we could quickly see the volume of communications we had and we could then assign resources accordingly. This then helped us to standardize our processes across the board and build out the Help Desk to provide our customers the ability to self help using the "smart" functionality which pulls up customer specific membership/order information and avoids them getting lost in a help desk maze. Additionally, we have been using the tracking and analytics to continue improving our customer success team and expanding their expertise in places with the highest potential. ### 40. Great Team & Product **Rating:** 5.0/5.0 stars **Reviewed by:** Mark C. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 16, 2020 **What do you like best about Richpanel?** The team at Richpanel are super talented and helpful. They completely understand the challenges of an SME and work with you to deliver a successful integration and then subsequently to ensure you achieve cost efficiencies. We worked closely with Amit, Dorai and the team throughout and things have gone so well, we are now launching Richpanel on another of our brands. **What do you dislike about Richpanel?** Nothing really. Distance is always a challenge and working remotely in different countries, but the RP team are always available and collectively we collaborated really well. **Recommendations to others considering Richpanel:** You wont regret choosing RP. They are the real deal. **What problems is Richpanel solving and how is that benefiting you?** A better helpdesk than Zendesk that allows us to make genuine cost efficiencies, improved experience for our customers and additional features that fit with modern ecommerce consumer expectations. ### 41. RICHPANEL- Best Software We Have Purchased This Year! **Rating:** 5.0/5.0 stars **Reviewed by:** Victoria S. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 28, 2020 **What do you like best about Richpanel?** The absolute greatest function of this software is the white glove service we received! We decided to implement this software 4 days before a major launch where our emails and customer service team typically gets slammed. Within that short time frame the Richpanel team worked tirelessly to set up, teach, and run through all the features to ensure our customer service reps were prepared to use the program on launch day. My favorite feature is the self service portal where our customers can answer their own questions without actually needing to talk to a representative! With this feature alone we have cut our emails in half! I also love that we are able to build out templates to our frequently asked questions so our customer service team can be consistent with how we are responding to every email! **What do you dislike about Richpanel?** Our customer service reps are not the most tech savvy so introducing new software can always be tricky and while Richpanel might seem like a lot at first it is SO user friendly. It was a big switch from an email only work flow to a entirely new software and the only con I found was from our side and it was just a learning curve on our end. The Richpanel team invested so much time into our customer service reps to make sure they felt comfortable navigating the system and creating a new work flow they could adopt! Even going as far as running through multiple emails to show the team the best practice on how to respond. **Recommendations to others considering Richpanel:** Look no further! Richpanel has everything you need and more. We have had it for just over a month and we can feel the weight lifted off of our customer service reps. Instead of hiring another employee we were able to purchase the software and make it so our agents could better handle the work load and make it enjoyable for them! Our customers are quick to learn they can help themselves using the portal and we have cut our time in half by using the software! **What problems is Richpanel solving and how is that benefiting you?** Richpanel was by far the best program we have bought this year!! It was extremely important to us to make sure we gave our customer service reps the support they needed. We were getting mass amounts of emails everyday and the hours were long. We opted for the custom plan where we could take advantage of the self service, auto resolve, and the dedicated self service expert! Choosing the more expensive plan was beneficial to us because the features included and implemented have cut our teams hours in half! The team behind the software could not be more helpful if they tried. You can tell how much pride they take in their software and the care and attention you receive from them is incredible! ### 42. Excellent e-commerce self service platform **Rating:** 5.0/5.0 stars **Reviewed by:** Tim H. | Small-Business (50 or fewer emp.) **Reviewed Date:** September 15, 2020 **What do you like best about Richpanel?** Self service e-commerce helpdesk customised to fit our business and reduce workload. Good level of customer support from Richpanel during implementation any for any ongoing support queries. **What do you dislike about Richpanel?** Could implement returns management self service automation however understand this is a feature being developed for the future. **Recommendations to others considering Richpanel:** Good quality software that integrate well with Shopify. **What problems is Richpanel solving and how is that benefiting you?** Reduction in customer service support requests, streamlined tickets by subject (i.e returns, warranty claims, delivery queries). ### 43. This has helped us grow and service more customers **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Small-Business (50 or fewer emp.) **Reviewed Date:** September 21, 2020 **What do you like best about Richpanel?** The best part is being able to see if real time if the customer is online, what their last order was, status of their order and all notes. **What do you dislike about Richpanel?** Up until recently the only thing that I dislike at the time is that there was not an option to integrate social media. However looks like that is now an option which we are very excited about. **What problems is Richpanel solving and how is that benefiting you?** The power replies are a game changer. We have about 10 customers a week reach out asking if we ship to Canada. At this time we can not, so having the power replies saves us so much time. ### 44. Richpanel is a game changer for our business. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Small-Business (50 or fewer emp.) **Reviewed Date:** September 21, 2020 **What do you like best about Richpanel?** Richpanel has provided us the ability to provide great customer service to our customers in a timely manner. I am also very pleased with their attention to customer service. **What do you dislike about Richpanel?** The great news is we have not seen any downsides thus far. **What problems is Richpanel solving and how is that benefiting you?** What excites me is their commitment to growth and their continuing to find solutions for everyday business. ## Richpanel Discussions - [What do you like most about Richpanel for customer support, and what needs improvement?](https://www.g2.com/discussions/what-do-you-like-most-about-richpanel-for-customer-support-and-what-needs-improvement) - [What is Richpanel used for?](https://www.g2.com/discussions/what-is-richpanel-used-for) - [View Richpanel pricing details and edition comparison](https://www.g2.com/products/richpanel/reviews?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-08-04+07%3A31%3A48+-0500&secure%5Bsession_id%5D=454eed67-bf52-4c5c-8507-53fb16ca76c9&secure%5Btoken%5D=82f789ed8cf5dc851ebce6d72a047a1ef46af5e6a04f1d6fcea6860871a431fa&format=llm_user) ## Richpanel Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - E-Commerce Tools** - Cross-system Integration - Adaptive Learning - Natural Language Interaction **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Generative AI** - AI Text Summarization **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top Richpanel Alternatives - [Gorgias](https://www.g2.com/products/gorgias/reviews) - 4.6/5.0 (553 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,729 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,658 reviews)