Richpanel Features
What are the features of Richpanel?
Platform
- Customization
- User, Role, and Access Management
- Reporting
- Dashboards
Ticket and Case Management
- Ticket Creation User Experience
- Ticket Response User Experience
- Workflow
- Automated Response
- Customer/Contact Database
Communication Channels
- Customer Portal
- Email to Case
- Live Chat Support
Communication
- Pop-up Chat
- Notifications
Internal Use
- Customization
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Platform
Mobile User Support | Based on 31 Richpanel reviews. Allows software to be easily used on multiple mobile devices include phone and tablet devices. | 85% (Based on 31 reviews) | |
Customization | Based on 33 Richpanel reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 87% (Based on 33 reviews) | |
User, Role, and Access Management | As reported in 31 Richpanel reviews. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | 91% (Based on 31 reviews) | |
Integration | Based on 31 Richpanel reviews. Integrates with other customer service software to improve support and enhance functionality | 91% (Based on 31 reviews) | |
Reporting | As reported in 33 Richpanel reviews. Provides analytics tools that reveal important business metrics and track progress | 87% (Based on 33 reviews) | |
Dashboards | Based on 32 Richpanel reviews. Displays important metrics relating to performance | 89% (Based on 32 reviews) |
Ticket and Case Management
Ticket Creation User Experience | Based on 32 Richpanel reviews. User Experience of creating and submitting a ticket | 90% (Based on 32 reviews) | |
Ticket Response User Experience | Based on 32 Richpanel reviews. User Experience of responding and receiving a response | 93% (Based on 32 reviews) | |
Workflow | As reported in 33 Richpanel reviews. Route tickets based on values of fields, changes to ticket status and time based conditions | 90% (Based on 33 reviews) | |
Automated Response | Based on 33 Richpanel reviews. Respond to common requests with standard reply | 89% (Based on 33 reviews) | |
SLA Management | See feature definition | As reported in 29 Richpanel reviews. Offers tools for managing and tracking service-level agreements (SLAs) | 87% (Based on 29 reviews) |
Attachments/Screencasts | Documents and files can be attached to the ticket to communicate with customer issues/resolutions 30 reviewers of Richpanel have provided feedback on this feature. | 92% (Based on 30 reviews) | |
Ticket Collaboration | As reported in 30 Richpanel reviews. Share and collaborate on tickets with multiple customer service representatives | 91% (Based on 30 reviews) | |
Customer/Contact Database | Based on 32 Richpanel reviews. Central repository for account and contact information | 93% (Based on 32 reviews) |
Communication Channels
Customer Portal | Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents 34 reviewers of Richpanel have provided feedback on this feature. | 95% (Based on 34 reviews) | |
Email to Case | As reported in 34 Richpanel reviews. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | 95% (Based on 34 reviews) | |
Live Chat Support | Ability for customer service agents to communicate with customers via live chat to solve problems live 32 reviewers of Richpanel have provided feedback on this feature. | 93% (Based on 32 reviews) | |
Social Media Integration | As reported in 29 Richpanel reviews. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | 93% (Based on 29 reviews) | |
Voice | As reported in 26 Richpanel reviews. Make and receive calls directly in the application. Track and record calls for analysis. | 87% (Based on 26 reviews) |
Self-Service Experience
Knowledge Base | Provides a repository of information that can be used by those seeking support. 30 reviewers of Richpanel have provided feedback on this feature. | 86% (Based on 30 reviews) | |
Searchable Articles | As reported in 27 Richpanel reviews. Makes articles in the knowledge base searchable on the web. | 84% (Based on 27 reviews) | |
Community Forums | As reported in 21 Richpanel reviews. Enables users to engage with other users to solve common issues. | 79% (Based on 21 reviews) | |
Mobile Optimization | Based on 24 Richpanel reviews. Optimizes the customer self-service experience on mobile devices | 82% (Based on 24 reviews) | |
Personalization | Gives the user targeted, personalized results based on their activity or preferences 25 reviewers of Richpanel have provided feedback on this feature. | 82% (Based on 25 reviews) |
Self-Service Platform
Branding | Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. 24 reviewers of Richpanel have provided feedback on this feature. | 88% (Based on 24 reviews) | |
Automation | Automates some or all operation related tasks 24 reviewers of Richpanel have provided feedback on this feature. | 87% (Based on 24 reviews) | |
Artificial Intelligence | Utilizes artificial intelligence to improve workflows or customer experiences This feature was mentioned in 24 Richpanel reviews. | 83% (Based on 24 reviews) | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools This feature was mentioned in 25 Richpanel reviews. | 87% (Based on 25 reviews) |
Communication
Pop-up Chat | Based on 32 Richpanel reviews and verified by the G2 Product R&D team. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. | 90% (Based on 32 reviews) | |
Notifications | Based on 35 Richpanel reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation. | 86% (Based on 35 reviews) | |
Targeted Emails | Based on 27 Richpanel reviews and verified by the G2 Product R&D team. Sends automated emails to further engage clients and potential clients. | 81% (Based on 27 reviews) | |
In-App Messaging | Based on 29 Richpanel reviews and verified by the G2 Product R&D team. Allows for live chat to be enabled within the app for customer help. | 86% (Based on 29 reviews) | |
Co-Browsing | Based on 25 Richpanel reviews and verified by the G2 Product R&D team. Allows agents to join a customer's browser session and navigate through the website with them. | 80% (Based on 25 reviews) |
Internal Use
Customization | Based on 33 Richpanel reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 87% (Based on 33 reviews) | |
Conversation Archiving | Based on 28 Richpanel reviews and verified by the G2 Product R&D team. Archives conversations in a separate location for later reference. | 88% (Based on 28 reviews) | |
Lead Development | Based on 25 Richpanel reviews and verified by the G2 Product R&D team. Enables employees to denote potential customers. | 83% (Based on 25 reviews) | |
Knowledge Base | Based on 28 Richpanel reviews and verified by the G2 Product R&D team. Establishes a knowledge base for employee reference during conversations. | 88% (Based on 28 reviews) | |
Team Inbox | Based on 29 Richpanel reviews and verified by the G2 Product R&D team. Provides a central location for help requests, helping employees respond sooner. | 91% (Based on 29 reviews) | |
Customer Profiles | Based on 31 Richpanel reviews and verified by the G2 Product R&D team. Allows for the creation of profiles for contacts and customers. | 89% (Based on 31 reviews) |
Conversational Platform
Personalization | As reported in 27 Richpanel reviews. Identifies the customer and personalizes interaction at every touchpoint. | 93% (Based on 27 reviews) | |
Omnichannel | Based on 28 Richpanel reviews. Allows multiple related channels to interact at once to reduce transfers. | 94% (Based on 28 reviews) | |
Contextual Engagement | Based on 27 Richpanel reviews. Prompts agents to engage customers based on contextual data, such as product usage or conversation history. | 91% (Based on 27 reviews) | |
Proactive Engagement | Based on 21 Richpanel reviews. Provides features for sending outbound messages to engage customers through proactive support. | 92% (Based on 21 reviews) |
Support Automation
Intelligent Routing | As reported in 27 Richpanel reviews. Can route contacts to agents the customer has worked with before. | 89% (Based on 27 reviews) | |
Seamless Escalation | As reported in 30 Richpanel reviews. Provides features for escalating conversations to the appropriate agent. | 92% (Based on 30 reviews) | |
Transcripts | Based on 29 Richpanel reviews. Maintains a transcript of conversations from all channels. | 91% (Based on 29 reviews) | |
Self-Serve Support | Enables customers to resolve queries or issues without the assistance of an agent. 27 reviewers of Richpanel have provided feedback on this feature. | 90% (Based on 27 reviews) |
Generative AI
AI Text Summarization | As reported in 14 Richpanel reviews. Condenses long documents or text into a brief summary. | 89% (Based on 14 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. 12 reviewers of Richpanel have provided feedback on this feature. | 82% (Based on 12 reviews) | |
AI Text Summarization | Based on 12 Richpanel reviews. Condenses long documents or text into a brief summary. | 81% (Based on 12 reviews) | |
AI Text Summarization | As reported in 14 Richpanel reviews. Condenses long documents or text into a brief summary. | 81% (Based on 14 reviews) | |
AI Text Generation | Based on 12 Richpanel reviews. Allows users to generate text based on a text prompt. | 85% (Based on 12 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. 11 reviewers of Richpanel have provided feedback on this feature. | 85% (Based on 11 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data |
