Easily integrates with Shopify, pulls up customer data and allows you to modify or create new orders. Customer support has been great. Review collected by and hosted on G2.com.
The backend could be organized a bit better, there is a lot going on. Review collected by and hosted on G2.com.
The collabrative approach from all members of the Richpanel team. Nothing is too much, all areas are always open to be explored, refreshed and reworked dependant upon business needs Review collected by and hosted on G2.com.
I would suggest the only downside is the remoteness, would be great to be face-to-face more often and work through some of the developments we would like to see. Review collected by and hosted on G2.com.
Their self-serve platform makes it life so much easier for our customer service team. They also listen to our issues and continually build solutions to address. Review collected by and hosted on G2.com.
There are always a few small features missing here and there, but the team is quick to build solutions which we love. Review collected by and hosted on G2.com.
I mostly use it to communicate with our customer service department, and I enjoy having the private conversations so that I can see the customer notes, but provide a private reply to our customer service reps when they need my help Review collected by and hosted on G2.com.
At the moment, I don't have any downsides about Richpanel. From what I understand from our customer service team, they do really enjoy the platform and we have hda no complaints. Review collected by and hosted on G2.com.
very easy to use and understand, very user friendly Review collected by and hosted on G2.com.
sometimes its a little slow, calls do not come in as soon as the call is answered. sometimes I am unable to merge tickets. Review collected by and hosted on G2.com.
Amir Akhtar is a God send! Not only is he knowledgeable and able to solve any issue very quickly, I feel like he is available ALL the time. It is mere seconds after I submit my request for help that he offers to jump on a zoom call with me or directs me to the resource or fix that I am looking for. I love the software to start, but the customer service is even more impressive! Review collected by and hosted on G2.com.
No downsides that I can think of, I live the program generally overall. The only issue I have every once in a while is attaching something to an email or when I am typing an email, I can not send it. I have to back out, then go back in for the send option to be available. Review collected by and hosted on G2.com.
It allows us to communicate with our existing and prospective customers in the way that we want with their past shopping history at hand. Review collected by and hosted on G2.com.
We had a few issues setting up the e-mail forwarding. A CSR was able to quickly work through the issues. We have had zero issues since the initial set up. Review collected by and hosted on G2.com.
I like the idea of it, it has potential to be a good product, I also like the willingness from Richpanel support regarding concerns. It is convenient that it auto populates information but that is about it. Review collected by and hosted on G2.com.
It is not very user friendly, the layout is nice to look at but with the number of chats that we take a day it is not very well organized. It is also hard for our business accounts to even start a chat. Some functions should be automatic for example duplicate conversations should auto merge. Conversations snoozed over a certain amount of time should also auto close if we do not get a customer response and the fact that chats cannot be set for certain times is crazy to me. As many requests that we handle a day we need to be able to set chat hours. There is really no need for after hours chats when we have the queues for customers to submit requests. The reporting is also not the best, since the update it is a little better but in my opinion there are too many values that are duplicated and not easily displayed. Review collected by and hosted on G2.com.
Hello Richpanel Customer,
Thanks for this feedback. All valid points. Please see our response below.
1. Hard for businesses to start a chat: By default, Richpanel pushes customers towards self-service so we can automate these tickets. But you can change this setting, head over to Customer Widget -> Favorites -> Add a home page shortcut to start chatting directly. It will increase chat volumes but will serve your purpose.
2. Auto-closing snoozed conversations: This feature is now live. You can set a duration after which snoozed tickets auto close. You can even schedule automated follow-ups if you are awaiting a response from the customer. Read more about this update here - https://updates.richpanel.com/follow-up-on-snooze-248500
3. Setup chat hours: This is also live. You can set chat hours under Customer Widget -> Live Chat -> Business Hours. Any form submissions after hours will be converted to a ticket automatically.
4. Auto merge tickets: We’ll get this update live in the next 60 days.
Thank you.
See how Richpanel improvedWith the recent update, I am liking the overall layout. Everything seems a lot smoother. Especially the reports section, which I frequent a lot. Kudos for the color-coded satisfaction report section. Review collected by and hosted on G2.com.
I have been experiencing on-and-off lagging time. This could perhaps be on my end or due to the RP team doing updates.
There have been a few kinks in the recent past. Currently, the auto emails are not unenrolling properly when a reply is received. Review collected by and hosted on G2.com.
Richpanel keeps incoming emails well organized and has a good Macro section. Has relevant Shopify information handy. Review collected by and hosted on G2.com.
I receive too much junkmail. I receive too many notifications to my phone. Review collected by and hosted on G2.com.