Richpanel Reviews & Product Details - Page 9

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.

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

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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! Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Could implement returns management self service automation however understand this is a feature being developed for the future. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.