Deepak S.

Small-Business (50 or fewer emp.)

11/24/2020

"Feedback of using Richpanel"

4.5/5

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 Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Mike S.

Small-Business (50 or fewer emp.)

11/22/2020

"Must have tool for a Customer Service Center that wants to excel on Shopify"

5/5

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 Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Hov M.

Mid-Market (51-1000 emp.)

11/12/2020

"Incredible Product & Team"

5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Verified User in Sporting Goods

Small-Business (50 or fewer emp.)

8/5/2021

"We been using it for a few days and our whole team is excited with this tool. Great support."

5/5

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. Review collected by and hosted on G2.com.

What do you dislike about Richpanel?

We don't dislike anything huge yet. All integrations have been seamless. Review collected by and hosted on G2.com.

Christophe P.

Co-founder / web developper

Small-Business (50 or fewer emp.)

5/3/2021

"Many useful features"

4.5/5

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. Review collected by and hosted on G2.com.

What do you dislike about Richpanel?

Not able to modify some important texts in the livechat Review collected by and hosted on G2.com.

Alice W.

Director of Customer Experience

Mid-Market (51-1000 emp.)

9/15/2020

"Great experience with Richpanel!"

5/5

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! Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Julian Q.

Small-Business (50 or fewer emp.)

9/15/2020

"Richpanel Customer Service Platform"

5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Thea L.

Small-Business (50 or fewer emp.)

9/14/2020

"Nimble, Radical Solution for Efficient, Consistent Customer Support"

5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Recommendations to others considering Richpanel:

Richpanel is an effective customer integration with a responsive, energetic team. Be an early adopter. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Henry H.

Mid-Market (51-1000 emp.)

9/9/2020

"Customizable solution that's extremely customer focused"

5/5

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). Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Mark C.

Mid-Market (51-1000 emp.)

9/16/2020

"Great Team & Product"

5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Recommendations to others considering Richpanel:

You wont regret choosing RP. They are the real deal. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.