# Richpanel Reviews **Vendor:** Richpanel **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.6/5.0 **Total Reviews:** 95 ## About Richpanel Customer service can make or break customers’ trust in your ecommerce store. With Richpanel on your side, your support team will a) respond faster b) always give accurate answers c) easily manage large volumes and d) win customer trust. ✅ Self-service portal to automate repetitive questions. ✅ Multi-channel help desk & live chat. ✅ Reply faster with context. ✅ Get sales through live chat. ✅ Comprehensive customer service reports. ## Richpanel Pros & Cons **What users like:** - Users praise the **exceptional customer support** of Richpanel, highlighting responsiveness and effective problem-solving from knowledgeable staff. (10 reviews) - Users find Richpanel to have a **very easy interface** , simplifying customer service operations and enhancing support responsiveness. (9 reviews) - Users appreciate the **helpfulness** of Richpanel, benefiting from a supportive team and effective customer issue resolution. (5 reviews) - Users value the **quick response** of Richpanel's support team, enhancing their experience with prompt assistance and solutions. (5 reviews) - Users appreciate the **efficiency through automation** and AI, streamlining customer interactions and enhancing team responsiveness. (4 reviews) - Easy Setup (4 reviews) - Intuitive (4 reviews) - Team Collaboration (4 reviews) - Analytics (3 reviews) - Automation (3 reviews) **What users dislike:** - Users experience **integration issues** with Richpanel, wishing for more connectivity with existing tools like Justcall. (4 reviews) - Users find Richpanel's **chat limitations** cumbersome, leading to organization issues and lack of automation for conversation management. (2 reviews) - Users feel the **lack of features** in Richpanel limits integration options and setup guidance for optimal use. (2 reviews) - Users find Richpanel **not user-friendly** , citing organization issues, complexity in setup, and limited automation features. (2 reviews) - Users often face **setup difficulties** with Richpanel, finding the documentation lacking and features complicated to navigate. (2 reviews) - Communication Issues (1 reviews) - Data Duplication (1 reviews) - Email Issues (1 reviews) - Inefficiency (1 reviews) - Integration Difficulty (1 reviews) ## Richpanel Reviews ### 1. Enhanced Customer Support with AI-Powered Efficiency **Rating:** 4.5/5.0 stars **Reviewed by:** Sarah K. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 27, 2026 **What do you like best about Richpanel?** I love the efficiency through automation and AI that Richpanel provides. The improved organization and analytics for the team compared to our previous platform is a big plus. I appreciate the team and their openness to input, their push to improve the platform, and their quick action to address any concerns or issues. The initial setup was super easy, and the team made it a breeze to switch platforms and guided us on how to use Richpanel. **What do you dislike about Richpanel?** I'm just looking forward to the growth and improvements planned for the platform that will continue to benefit our support team. **What problems is Richpanel solving and how is that benefiting you?** Richpanel boosts my team's efficiency through automation and AI, providing better organization and analytics than our previous platform. ### 2. Efficient Yet Needs Faster Support Resolution **Rating:** 3.5/5.0 stars **Reviewed by:** Jenna B. | Kindergarten Teacher, Small-Business (50 or fewer emp.) **Reviewed Date:** April 30, 2026 **What do you like best about Richpanel?** I appreciate Richpanel for having a lot of automations that allow customers to use a portal for self-service. I like being able to easily identify and sort, which is really helpful. I value the analytics and automations section in Richpanel. The initial setup was also very easy, and their team assisted with the entire migration. **What do you dislike about Richpanel?** Some automations fail, and the customer support team takes a while to resolve the issue. **What problems is Richpanel solving and how is that benefiting you?** Richpanel automates a lot, letting customers use a portal for self-service. ### 3. Fantastic experience, great automations, money saving **Rating:** 5.0/5.0 stars **Reviewed by:** Matthew S. | Director, Small-Business (50 or fewer emp.) **Reviewed Date:** May 08, 2025 **What do you like best about Richpanel?** What we like best about Richpanel at Ralph Christian is how seamlessly it brings together all our customer conversations across channels like email, live chat, and social into one unified view. It’s helped our team respond faster, stay organised, and deliver a more personal support experience at scale. The interface is clean and intuitive, which made onboarding quick, and the automation tools have saved us hours each week. **What do you dislike about Richpanel?** So far, we haven’t encountered any major issues or drawbacks with Richpanel that have impacted our workflow. It’s been a smooth experience overall, and any minor limitations we’ve come across haven’t been significant enough to warrant concern or affect our day-to-day operations. **What problems is Richpanel solving and how is that benefiting you?** Richpanel has helped us streamline and centralise our customer support operations, which was a major challenge as our brand scaled. By consolidating conversations from multiple channels into a single inbox, it’s reduced response times and made it much easier for our team to manage high volumes of enquiries efficiently. The automation features and self-service options have also taken pressure off our support agents, allowing them to focus on more complex issues and improving the overall customer experience. ### 4. Powerful CSM with everything you need **Rating:** 5.0/5.0 stars **Reviewed by:** Juan P. | Sr. Director of Operations, Small-Business (50 or fewer emp.) **Reviewed Date:** May 30, 2025 **What do you like best about Richpanel?** Self Service set up that is user friendly, intuitive, and perfect to keep CS staff efficient and handling only the complicated customer scenarios. **What do you dislike about Richpanel?** Not too much to dislike. It connects to most platforms and has all the tools the team needs + all that you need to take on higher volumes more effectively. **What problems is Richpanel solving and how is that benefiting you?** Answering both basic and complex questions for customers while also giving customers the ability to speak to us when necessary. ### 5. Great Support **Rating:** 5.0/5.0 stars **Reviewed by:** Parker H. | Customer Success Strategist, Small-Business (50 or fewer emp.) **Reviewed Date:** November 19, 2024 **What do you like best about Richpanel?** Richpanel allows my team and I to effectively solve customer issues. My partner Harsh Shah has always been a huge help with it comes to integrating new processese. **What do you dislike about Richpanel?** I do wish there was more documentation around how to set up certain settings and features. **What problems is Richpanel solving and how is that benefiting you?** It is solving our issues around customer issues and support tickets. ### 6. Fantastic Tool for Managing Customer Touchpoints **Rating:** 5.0/5.0 stars **Reviewed by:** Ryan P. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 26, 2024 **What do you like best about Richpanel?** Manages all our customer touchpoints which include social media, email and sms. Integrates beautifully with Shopify and gives us a great breakdown of customer purchase history as well as all their conversations with us in the past. We loved Richpanels whiteglove customer support, they were quick to reply to all our queries and helped onboard us from Gorgias. Ease of implementaiton was a big part of our transition. Transparent pricing also a massive bonus, we're no longer hamstrung by ticket pricing, instead it's by agent. **What do you dislike about Richpanel?** I wish it wouldn't quote how much other customers saved by slashing costs where our customer service team logged in. **What problems is Richpanel solving and how is that benefiting you?** Richpanel gathers all our customer touchpoints into one easy to use interface and groups it all by customer. We have a holistic view of every customers' journey and it helps us make descisions and help our customers in a very efficient way. ### 7. 100% satisfied **Rating:** 5.0/5.0 stars **Reviewed by:** marcus J. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 27, 2024 **What do you like best about Richpanel?** I really like that its so easy to work in this program. We have saved a lot of support-time. Today we have the smaller package because the ai didnt really work for us. We have tried Hubspot, gorgias and many other programs and we are very picky.... so if we like it.. then its good. The support is also perfect. Quick zoom-call if needed. Thw program pays for itself big time. **What do you dislike about Richpanel?** We wish for Integration with Chatbot.com Also a better formprogram there is an issue today between our formprogram and richpanel but im not sure its richpanels problem. We have made a workaround that works kindof. **What problems is Richpanel solving and how is that benefiting you?** We can easier keep track over our customers and also my staff. We can take over a case and new staff can learn while working. ### 8. My Experience With Rich Panel **Rating:** 4.0/5.0 stars **Reviewed by:** Joseph V. | Small-Business (50 or fewer emp.) **Reviewed Date:** October 18, 2023 **What do you like best about Richpanel?** I like the features that Rich panel has, but there are so many of them. I'm not sure we will use them all. I like the idea of tagging but I have no idea how to then search for those tags I like how rich panel shows us the lifetime sales of customers, which allows me to treat our valued, long standing customers with a lot of care! I like how rich panel seems to import the order numbers - I was having to ask or search for order numbers in zendesk. **What do you dislike about Richpanel?** Rich panel seems to take longer than Zendesk to load at certain times throughout the day Rich panel makes my workforce fear for their job security because it is full of automation tools, which gives my coworkers distraught existential thoughts and feelings, leading to depression, anxiety, and dysphoria. Rich panel tickets sometimes get frozen Rich panel is more complicated than other ticket systems we have used (Zendesk for example) Rich panel does not have ticket NUMBERS and so members of my team have complained that they cannot keep ticket numbers in a spreadsheet, to track their sales/customer relations Rich panel does not have a dark mode that I could find, and so it is hard on the eyes Rich panel "snoozed" tickets are stored at the bottom of the navigation tray on the left, and I think they should be stored right under the inbox link. Rich panel is difficult to navigate on smaller screens Rich panel tickets are not searchable in my gmail results, so when a customer calls in and I do not know where we were writing to eachother (was it email? was it rich panel?) I used to be able to search their email in my gmail and the Zendesk ticket would come up in my gmail search results. But rich panel tickets do not come up in gmail search results! This increases the amount of time it takes for me to begin reviewing what steps have already been taken to resolve issues. **What problems is Richpanel solving and how is that benefiting you?** Rich panel is making it very easy to track the lifttime profits from an individual customer. Rich panel is helping my team to understand who our customers are. It shows past orders, which is very valuable to my team members. There is a learning curve to rich panel, and I think that can be intimidating to new users but overall I think Rich panel is solving more problems than creating problems. ### 9. Simply Easy & Feasible to Navigate! **Rating:** 4.0/5.0 stars **Reviewed by:** Tiawna M. | Mid-Market (51-1000 emp.) **Reviewed Date:** January 19, 2024 **What do you like best about Richpanel?** I find Richpanel to be efficient for my line of work because of the easily accessible information that is available to me via company platform integrations, as well as the ease of navigation within both desktops and mobile applications. **What do you dislike about Richpanel?** I think that one way Richpanel could improve is by featuring personal customizations within the platform for each agent's use - I love to keep my thinking fresh by changing the "background" or "theme" on my dekstop, GMail, and Slack programs! **What problems is Richpanel solving and how is that benefiting you?** I can massly communicate with customers in an organized fashion. ### 10. Richpanel is user friendly. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Wholesale | Small-Business (50 or fewer emp.) **Reviewed Date:** October 20, 2023 **What do you like best about Richpanel?** The interface of the website is pleasing to the eyes. I also like how there are separate folders or views that help with organizing the chats/emails that we receive. The leaderboard page is also a great addition since we can see our scores real time. **What do you dislike about Richpanel?** There is no sound notification to indicate that there is a new chat. You have to be on the same chat pannel page in order for you to know that there is a new chat that you need to answer. You have to place the richpanel window on a different screen so you can see if there are incoming chats while doing other stuff like sending an email using a different website. **What problems is Richpanel solving and how is that benefiting you?** As mentioned on the first page, there is no sound when there are incoming chats, I am not sure if this is being resolved or if this feature is being added but we were given an option to enable notification on the web browser that we are using instead. ### 11. Amazing tool & even better team **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Luxury Goods & Jewelry | Small-Business (50 or fewer emp.) **Reviewed Date:** October 20, 2023 **What do you like best about Richpanel?** Honestly what I like the most about Richpanel is not even the tool itself. Whilst the tool itself is amazing and everything you'd need for an optimal CRM experience with every feature you need and all the analytics you could dream of... the real kicker is the team behind the tool. Service is top notch, you are part of a family and they have been insanely helpful to myself and our team throughout a rough period. **What do you dislike about Richpanel?** Not a single damn thing. I love everything about Richpanel and compared to any other tool I have used, Zendesk, Freshdesk, it is not comparable. I just hope they don't grow too fast and sell too quickly to some new overlord who stops caring like Zendesk did. **What problems is Richpanel solving and how is that benefiting you?** All support channels connected easily in a single dashboard. All the automations you could dream of to effectivize the CS staff. All the analytics you could dream of to evaluate CS team performance and customer satisfaction over time. AI driven integrations. Customer self service portal / help desk. ### 12. My Journey on RICHPANEL **Rating:** 4.0/5.0 stars **Reviewed by:** Renato Andres S. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 04, 2023 **What do you like best about Richpanel?** What I like best of RICHPANEL are the following: The analytics, Costumer support and the technology implied behind it. I love how the analytic module reflects the efficency of the agents and the time of each channels of communitation. The there´s the quick responses and support to our questions and the resolution of it. **What do you dislike about Richpanel?** What I dislike the most of RICHPANEL is that it hasn't updgraded much regarding the integrations with whatsapp. This communication channel started when we started working presented certain difficulty regarding the life time of tickets. Is some time has passed and the ticket hasn't been answered, the ticket would automatically be close being imposible to response to aour clients. Then it hasn't launched yet the integration of outbound messages through whatsapp, this would be a great acquisition for my marketplace **What problems is Richpanel solving and how is that benefiting you?** Richpanel is helping managing my social media and providing the best experience to my costumers. The best feature is the integration it has with ecommerce platforms where agents has quick access through the platform to insight of complaints or a small insight of the costumer if it has asked something as well last purchased made by the client. ### 13. very easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** debarah O. | Small-Business (50 or fewer emp.) **Reviewed Date:** July 28, 2023 **What do you like best about Richpanel?** its easy to use, alot of information at your fingertips, especially about the customer. clean interface, I love the option that you can make the screen adjustable to your liking. **What do you dislike about Richpanel?** The only thing I do not like about Richpanel is the new interface, on the left hand side of the screen, the Inbox, looks too cluttered, you have to manually minimize all of the windows in order for it to not look so cluttered. I would also like that the integration with aircall was a little bit better, possibly have a dedicated button or feature to have Richpanel and Aircall all in one, Zendesk had the phone line integrated with their system, making it easier to use the phone and zendesk all in one. **What problems is Richpanel solving and how is that benefiting you?** in the past we had used zendesk, it was easy to use, but we did not utilize all that zendesk had to offer due to the fact that zendesk was difficult to navigate to find all of the features it had to offer, Richpanel makes it easy to assist a customer, you have all of his information on the screen, I love how it integrates aircall and shopify in one easy to use program ### 14. Ozonics Richpanel review **Rating:** 5.0/5.0 stars **Reviewed by:** Susie E. | Small-Business (50 or fewer emp.) **Reviewed Date:** July 31, 2023 **What do you like best about Richpanel?** I like the customer information on the side of the panel. I like the snooze option. This will let me go back to that ticket and finish it and take care of the customer **What do you dislike about Richpanel?** I dont like the new up to date on Richpanel. It has to many options on the left side of the panel which we wont use and it looks cluttered. I dont like the new box where you write notes to customers or ourselfs. I want it the older way. On some of the customers profile you cant change their emails or other info like you could the older way. Over all i liked the older version better then the newer version. **What problems is Richpanel solving and how is that benefiting you?** with the new version Sharib is very helpful on showing us what we can move/change on the richpanel page. ### 15. Experiencing Richpanel **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** October 11, 2023 **What do you like best about Richpanel?** It gives most of the important information regarding an order all in one spot **What do you dislike about Richpanel?** Sometimes it only display one profile in a way that makes it seem like there were no other orders even though there are multiple. **What problems is Richpanel solving and how is that benefiting you?** Saves time on having to look for each piece of information individually. ### 16. Amazing **Rating:** 5.0/5.0 stars **Reviewed by:** Jay C. | Director, Retail, Small-Business (50 or fewer emp.) **Reviewed Date:** October 09, 2023 **What do you like best about Richpanel?** Richpanel is great, it has pretty much everything you could need in a platform at a very cost effective price. The customer service is also amazing, they always get back to me the same day and are very helpful. **What do you dislike about Richpanel?** The only thing I dislike is the self service features costs $100 a month whereas in other platforms the self service feature is included or at a small additional fee. **What problems is Richpanel solving and how is that benefiting you?** Richpanel is simplifying and making it quicker to respond to customer service questions. ### 17. the Apple of helpdesks imo **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Small-Business (50 or fewer emp.) **Reviewed Date:** November 19, 2023 **What do you like best about Richpanel?** clean UI and it's very intuitive. helps make our workflow efficient and it's not clunky like a lot of other helpdesks. they're also making updates frequently but ones that make sense - which cannot be understated. a lot of times updates with other helpdesks are just an entirely new way of doing something or "fixing" something that didn't need to be fixed at all **What do you dislike about Richpanel?** I don't have any downsides really. If I'm being nitpicky, using the beta version it's occasionally buggy. but that's completely expected for a beta. **What problems is Richpanel solving and how is that benefiting you?** it's the best helpdesk I've used to date ### 18. Very helpful team and robust platform **Rating:** 3.5/5.0 stars **Reviewed by:** Caitlin E. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 10, 2023 **What do you like best about Richpanel?** There are many options to customize your dashboard and input important material for later use. The team at RP has also been great, helping us with everything we need and fixing issues as they come. **What do you dislike about Richpanel?** The platform is quite slow when typing, especially when using a text expander. This makes it challenging to work as fast as could be possible. I also think not being able to move emails between the brands is limiting. **What problems is Richpanel solving and how is that benefiting you?** The self-service helps greatly by allowing us to gather the information we need before the case even comes to us. This turns 3-4 email exchanges into 2 email exchnages. ### 19. Richpanel: A Game-Changer **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Supermarkets | Small-Business (50 or fewer emp.) **Reviewed Date:** October 19, 2023 **What do you like best about Richpanel?** Richpanel has completely revamped how we understand and engage with our customers. The way it consolidates customer data from various sources and channels is a game-changer. It's like having a complete 360-degree view of each customer, which empowers us to craft personalized experiences that truly hit the mark. The segmentation and analytics tools have been absolute lifesavers, helping us spot trends and opportunities that might have slipped through the cracks otherwise. And don't get me started on the automation features – they've made our customer support and engagement efforts a breeze, boosting our team's efficiency and effectiveness. **What do you dislike about Richpanel?** no sound notification during incoming new chats **What problems is Richpanel solving and how is that benefiting you?** Richpanel isn't just about better customer experiences; it's also about better business results. It's a must-have for any company aiming to fortify customer relationships and elevate their success. I'm singing its praises to everyone I know! ### 20. Two months in, so far very happy **Rating:** 4.0/5.0 stars **Reviewed by:** Jan K. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 10, 2023 **What do you like best about Richpanel?** I especially like the interconnectedness with other platforms and the wealth of data and analytics one can draw from Richpanel. The customer service has been great also. **What do you dislike about Richpanel?** So far the main issue has been how much computer memory it takes. It has been getting better, though. No being able to right-click and open a new tab is also something I find annoying. **What problems is Richpanel solving and how is that benefiting you?** Richpanel offers the customer a solution before they get to a representative. This is still being set up, but I believe this could take away a big part of the work load. ### 21. Richpanel for Ozonics **Rating:** 3.5/5.0 stars **Reviewed by:** Sheila B. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 01, 2023 **What do you like best about Richpanel?** Like the layout. The customer service is very helpful and detailed very friendly. I really like the snooze feature, you can always go back to it and take care of a customer **What do you dislike about Richpanel?** I do not like all the features on the left side panel. Loks to cluttered and junky. Sometimes is confuses me when I have to be fast in my replies to customers. **What problems is Richpanel solving and how is that benefiting you?** We talke to customers and taken care of there problem or product that needs to be issued. Replaced or reworked. We also talk to customer to place there orders and give them a total ### 22. Good features **Rating:** 5.0/5.0 stars **Reviewed by:** Menard D. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 18, 2023 **What do you like best about Richpanel?** Just the features, unlike other platforms, it shows the customer and order info. You can snooze the message until they reply. **What do you dislike about Richpanel?** I think the one I noticed is the lack of sound when a new chat comes in. **What problems is Richpanel solving and how is that benefiting you?** Easy access on order info and customer account. It really helps to easily conduct investigation and help for the customer. ### 23. Easy to use and fast support response **Rating:** 4.5/5.0 stars **Reviewed by:** Martin Daeniel C. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 05, 2023 **What do you like best about Richpanel?** CRM integrations can easily be added to help you in managing your growing business. Their support team is easy to interact with and responds within a few minutes. **What do you dislike about Richpanel?** The only thing that I can say that can be improved is the communication of upcoming updates that may affect productivity hours, other than that Richpanel is a good CRM platform. **What problems is Richpanel solving and how is that benefiting you?** Mostly customer support, live chats, email, and social media platforms. Richpanel has integrations to help you assist clients to all available platforms you may have. ### 24. So far it has been a great experience and I look forward to seeing more features installed in RP **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** July 31, 2023 **What do you like best about Richpanel?** I really like how we can merge tickets to multiple conversations customers may be having. It is really helpful in keeping this organized and be able to respond to the customer in a timely manner **What do you dislike about Richpanel?** I really wish we could merge accounts with multiple email addresses. Many customer reach out on different email address than the one that is connected to their account, so it would be nice to have that as a feature. **What problems is Richpanel solving and how is that benefiting you?** We are currently working on a few features but one of them is to pull more data than what we can currently obtain at once. Along with being able to update our tags so we can accurately report the customer's needs and solutions ### 25. Customer Support Representative **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** December 21, 2023 **What do you like best about Richpanel?** What I like best is the chatbot and the usability. **What do you dislike about Richpanel?** Sometimes it crashes due to memory, but not very often. **What problems is Richpanel solving and how is that benefiting you?** Customer Service Platform and it is benefiting us by assisting us in communicating in an effective and efficient manner. ### 26. Efficiency at its finest! **Rating:** 5.0/5.0 stars **Reviewed by:** William H. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 27, 2023 **What do you like best about Richpanel?** The organization of the panels and how it is completely customizable makes my work very productive when using Richpanel! **What do you dislike about Richpanel?** There are not any downsides. I thoroughly enjoy using Richpanel daily! **What problems is Richpanel solving and how is that benefiting you?** Richpanel makes it easy to help our customers with any issue they may be having. Whether it is needing to make adjustments to their accounts or deal with a billing issue, it is a breeze. ### 27. RICHPANEL > ZENDESK **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Restaurants | Small-Business (50 or fewer emp.) **Reviewed Date:** October 17, 2023 **What do you like best about Richpanel?** I like the easiness of finding messages and AI prompts and replays. Assignments are easy to create new views for everyone or Private for your business. **What do you dislike about Richpanel?** I get multiple duplicate messages after something has been closed. Some come in an hour later. Implementation and Intergration were slow at the beginning. **What problems is Richpanel solving and how is that benefiting you?** Email and consistent communication with customers. ### 28. Great Customer Service Management Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** October 18, 2023 **What do you like best about Richpanel?** We used to work with Zendesk and now on Richpanel it is great to see the transpacy of order for ecommerce. **What do you dislike about Richpanel?** The intergration was quite complex because we had muliple channels but Richpanel team was a great help. **What problems is Richpanel solving and how is that benefiting you?** Enhanced Customer Experience, Efficiency in Support, Data-Driven Decisions, Reduced Training Time, Holistic View of Customer Interactions ### 29. Pretty positive about Richpanel **Rating:** 4.0/5.0 stars **Reviewed by:** Hugo Y. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 10, 2023 **What do you like best about Richpanel?** What I like best about Richpanel is the interface. It's really simple and quick to get used to it. **What do you dislike about Richpanel?** The fact that it gets slow with text expander/shortcuts can be hard sometimes. **What problems is Richpanel solving and how is that benefiting you?** We solve warranty claims, questions about our products, and globally all sorts of questions, ### 30. Convenient Platform **Rating:** 4.5/5.0 stars **Reviewed by:** Van N. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 07, 2023 **What do you like best about Richpanel?** It has a well integrated dashboard that brings a lot of insight **What do you dislike about Richpanel?** There are no API that can integrate what I was looking **What problems is Richpanel solving and how is that benefiting you?** We now have an all in one place that allows us to respond to our customer without any hiccups ### 31. I have really enjoyed using Richpanel **Rating:** 4.5/5.0 stars **Reviewed by:** Paris F. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 08, 2023 **What do you like best about Richpanel?** I like that the information is pulled for the customer (if available) in the chat and that I can communicate to my team when needed via the private note. **What do you dislike about Richpanel?** Sometimes the search feature is not smooth. **What problems is Richpanel solving and how is that benefiting you?** All customer questions can be answered quickly! ### 32. The best customer service platform for Shopify users **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** October 09, 2023 **What do you like best about Richpanel?** Easily integrates with Shopify, pulls up customer data and allows you to modify or create new orders. Customer support has been great. **What do you dislike about Richpanel?** The backend could be organized a bit better, there is a lot going on. **What problems is Richpanel solving and how is that benefiting you?** Easily responding to customer service requests in the most effecient way possible. ### 33. Friendly, collaborative and comprehensive **Rating:** 5.0/5.0 stars **Reviewed by:** Liam J. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 07, 2023 **What do you like best about Richpanel?** 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 **What do you dislike about Richpanel?** 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. **What problems is Richpanel solving and how is that benefiting you?** It is helping serve more people at key times, out of hours and alleviates resources points ### 34. Best Customer Service Software **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Publishing | Small-Business (50 or fewer emp.) **Reviewed Date:** August 05, 2023 **What do you like best about Richpanel?** 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. **What do you dislike about Richpanel?** There are always a few small features missing here and there, but the team is quick to build solutions which we love. **What problems is Richpanel solving and how is that benefiting you?** Richpanel allows our customers to self-serve for their issues, and if they're still stuck, they are sent to the right customer service team. ### 35. Great for communication between teams and customers **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Small-Business (50 or fewer emp.) **Reviewed Date:** August 14, 2023 **What do you like best about Richpanel?** 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 **What do you dislike about Richpanel?** 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. **What problems is Richpanel solving and how is that benefiting you?** Allowing us to communicate with customers but quickly loop in other employees from other departments outside the customer service team if we need additional information, details, or input. ### 36. Richpanel review **Rating:** 4.5/5.0 stars **Reviewed by:** Kendra M. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 28, 2023 **What do you like best about Richpanel?** very easy to use and understand, very user friendly **What do you dislike about Richpanel?** sometimes its a little slow, calls do not come in as soon as the call is answered. sometimes I am unable to merge tickets. **What problems is Richpanel solving and how is that benefiting you?** I am not sure what problems are being solved but when there is an issue it seems to be resolved quickly. ### 37. Fastest Customer Service you will find out there! **Rating:** 5.0/5.0 stars **Reviewed by:** Necia D. | Customer Care, Small-Business (50 or fewer emp.) **Reviewed Date:** September 23, 2022 **What do you like best about Richpanel?** 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! **What do you dislike about Richpanel?** 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. **What problems is Richpanel solving and how is that benefiting you?** Amazing tracking for customer communication, they have a note section to make any notes concerning our customers, you can easily see all past communication with customers and order details. ### 38. Outstanding customer service tool with outstanding set up support **Rating:** 4.5/5.0 stars **Reviewed by:** David T. | COO, Small-Business (50 or fewer emp.) **Reviewed Date:** November 08, 2022 **What do you like best about Richpanel?** It allows us to communicate with our existing and prospective customers in the way that we want with their past shopping history at hand. **What do you dislike about Richpanel?** 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. **What problems is Richpanel solving and how is that benefiting you?** We are a small business and don't have a dedicated CSR so several different employees follow up with customer inquiries. In the past, we would lose some customers because everyone thought someone else was responding. Richpanel allows us to easily see who is responding to an inquiry, assign someone to an inquiry if no one is working on it, check progress, and follow up. ### 39. Richpanel has the potential to be a good one **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Consumer Electronics | Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2022 **What do you like best about Richpanel?** 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. **What do you dislike about Richpanel?** 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. **What problems is Richpanel solving and how is that benefiting you?** I really do not feel that it has solved any issues for us other than the redundancy of asking customers for order information or product details. Besides that Richpanel im sure was a great addition for our Amazon team. **Official Response from Ajay Suresh:** > 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. ### 40. Very Good for Work **Rating:** 4.5/5.0 stars **Reviewed by:** Kavani W. | Customer Service Agent, Small-Business (50 or fewer emp.) **Reviewed Date:** November 15, 2022 **What do you like best about Richpanel?** With 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. **What do you dislike about Richpanel?** 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. **What problems is Richpanel solving and how is that benefiting you?** I work as a customer service rep and for the past year, it has been quite easy to understand and use Richpanel. Related tickets are easy to find and it makes working overall easier ### 41. Feedback **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** August 09, 2023 **What do you like best about Richpanel?** Richpanel keeps incoming emails well organized and has a good Macro section. Has relevant Shopify information handy. **What do you dislike about Richpanel?** I receive too much junkmail. I receive too many notifications to my phone. **What problems is Richpanel solving and how is that benefiting you?** Richpanel creates a platform for Wuxly to interact with our customers. We can offer customers solutions and advice in a prompt manner. ### 42. Great support from Sonika **Rating:** 4.5/5.0 stars **Reviewed by:** Silvia B. | Head Of Customer Experience, Small-Business (50 or fewer emp.) **Reviewed Date:** September 29, 2022 **What do you like best about Richpanel?** Richpanel allows us to keep a grip on orders and communication with customers through the various channels.Where we sometimes got lost in a complicated structure, Sonika showed us the way. Of course she answers all our questions. But she even answers the questions I have not even asked yet. She takes the lead in our conversations, and identifies obstacles as if it were her own business. Sonika gets things done! **What do you dislike about Richpanel?** I'm not the only one working in Richpanel. I like my mailbox and other columns cleaned up. **What problems is Richpanel solving and how is that benefiting you?** Clients make an account with their email address and password, but then they respond with other email addresses. Sonika showed me how to merge different email addresses into one account. ### 43. User friendly, receptive **Rating:** 5.0/5.0 stars **Reviewed by:** Kyla S. | Consumer Relations Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** January 27, 2023 **What do you like best about Richpanel?** Very easy to figure out and adjust settings, create new content, and overall just makes responding and reporting so much easier **What do you dislike about Richpanel?** I had to build my own report to organize the data that was extract. would be nice is tagging system could be tiered. **What problems is Richpanel solving and how is that benefiting you?** Cumbersome customer service questions, RichPanel helps eliminate contacts by implementing self-service features ### 44. Great partnership and support **Rating:** 5.0/5.0 stars **Reviewed by:** Jessica P. | Customer Service Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 07, 2022 **What do you like best about Richpanel?** Integrates with almost everything, and if there is something it does not currently integrate with, the team works on creating a solution for that fast. Richpanel's services have the best customer-centric solutions. **What do you dislike about Richpanel?** The is nothing that I currently dislike about Richpanel. Whenever our team has new ideas or thinks something could be better, we communicate with the Richpnael team, and they quickly work on solutions. **What problems is Richpanel solving and how is that benefiting you?** Although Richpanel makes it user-friendly for both the customer service representative and the customer, Richpanel is currently working on making it easier for management to track their team(s) performance. ### 45. Pretty Great! **Rating:** 4.0/5.0 stars **Reviewed by:** Joseph E. | Ecommerce & IT Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Richpanel?** I love the support. They are always super helpful and always has something for us to optimize. Having that helps me know that our customer support is the best it can be. **What do you dislike about Richpanel?** It is a little complicated to use. Setting up the automations and the self service options are hard to follow. It takes some getting used to. I assume if you use it enough it will make sense. **What problems is Richpanel solving and how is that benefiting you?** RichPanel is helping us have less interactions with customer support while keeping customer satisfaction high. They do that with the self service automation they set up. ### 46. Great Service **Rating:** 5.0/5.0 stars **Reviewed by:** christy r. | Operations Assistant, Small-Business (50 or fewer emp.) **Reviewed Date:** November 22, 2022 **What do you like best about Richpanel?** The app is user-friendly. The customer service is friendly and helpful; they go above and beyond to help with whatever you need. **What do you dislike about Richpanel?** The scroll bars are a little narrow, and it would be nice to highlight and select sections from Macros again instead of having to choose the whole thing. **What problems is Richpanel solving and how is that benefiting you?** Richpanel Support is super helpful with taking the time to help me when I ask. They take the time to find out what will work best for me and are always available. ### 47. With Richpanel, we get a lot in one package. Great UI, Analytics, Support etc **Rating:** 5.0/5.0 stars **Reviewed by:** Zach W. | Marketing Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Richpanel?** Tracking of self service tickets Analytics Integrations with Shopify, Klaviyo, Postscript. Service from Richpanel. Great team **What do you dislike about Richpanel?** Livechat could be better - but this platform serves greater purposes than that. **What problems is Richpanel solving and how is that benefiting you?** Richpanel has impacted for the better, our bottom line. It has helped us track the type of inquiries we receive the most so we can staff where we need it most and place staff where they're most needed. It has also helped remove the need for holiday staffing with self service functionality. Solving issues before the customer needs to talk to a representative. **Official Response from Ajay Suresh:** > Hey Zach, Thanks for taking the time to review Richpanel, our entire team is very happy to read your glowing review. We're super glad to hear that you find our self-service capabilities to be most useful for your business. ### 48. The whole team at Richpanel was extremely attentive during the set up process **Rating:** 5.0/5.0 stars **Reviewed by:** Dylan S. | Founder, Small-Business (50 or fewer emp.) **Reviewed Date:** December 19, 2022 **What do you like best about Richpanel?** We have yet to turn it on, but the platform is intuitive and easy to use. The features are robust **What do you dislike about Richpanel?** The platform can be confusing and overwhelming at first, but after a couple of hours everything begins to become pretty simple **What problems is Richpanel solving and how is that benefiting you?** Customer Service has become a pain, particularly with Shipping. This allows customers to answer their own shipping questions without having to have an employee answer this. ### 49. Great experience so far! Switched from Zendesk. **Rating:** 5.0/5.0 stars **Reviewed by:** Jacklyn L. | Chief Operating Officer, Small-Business (50 or fewer emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Richpanel?** We have loved using Richpanel so far. The customer care that we've received has been amazing. Our customer service process has been streamlined and close to 50% of our tickets are answered through self-service. Our team has enjoyed using the Richpanel platform and customer service has been a lot easier to manage overall. **What do you dislike about Richpanel?** There is nothing that we dislike about Richpanel. All issues that we've come across have been solved and we are engaged in bi-weekly calls with our dedicated account manager. **What problems is Richpanel solving and how is that benefiting you?** Richpanel is solving our problem of repetitive and easy-to-resolve customer service tickets. By building out the self-service feature, we have been able to reduce ticket numbers and customers have been able to receive one touch solutions. ### 50. F1mats **Rating:** 4.5/5.0 stars **Reviewed by:** Nabil A. | Customer Service Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** June 13, 2022 **What do you like best about Richpanel?** Richpanel was able to provide us with E2E integration to manage our CRM across all different communication channels. What is amazing with Richpanel is the support you get all the time from the team (Trey, Sonika and even their live chat agents) Richpanel was able to provide us with the right solution we needed and on time. Would definitely recommend it to any company looking to have all their communication channels and interactions managed in one place. **What do you dislike about Richpanel?** Few outage issues, simplification in the view options especially for companies giving higher priority to some communication channels (Social media) on top of other (email) **What problems is Richpanel solving and how is that benefiting you?** We are still working with Richpanel to solve the live chat option, i know that the team is still working on it, and I can't wait to have it live very soon. I think this will be a huge boost to increase the conversion rates on website visitors ## 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?section=pricing&secure%5Bexpires_at%5D=2026-05-15+13%3A08%3A08+-0500&secure%5Bsession_id%5D=edede6ba-1dd9-43a4-8be0-b7b0cb23111e&secure%5Btoken%5D=496b6bcc6822109df8add94cc8f8c04486eb11b00df4b0a1fe5ff8064811542b&format=llm_user) ## Richpanel Integrations - [Aircall](https://www.g2.com/products/aircall/reviews) - [Recharge Subscriptions](https://www.g2.com/products/recharge-subscriptions/reviews) - [Shopify](https://www.g2.com/products/shopify/reviews) ## 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 (546 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,687 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,496 reviews)