All about
Richpanel is a customer support platform that allows your team to track, manage and resolve customer support issues. This tool not only improves your customers experience, but also improves the ease of access and usability for your team. The average customer service representative is switching between 8 tools per day, losing 30-40% of their productivity. Richpanel brings all of that information into one centralized location, making it easier to find what they need and allowing them to resolve tickets quicker. Basically, this is a CRM created specifically for customer service teams.
Richpanel also provides automations that help customers do things on their own - like finding their order status, or completing the steps necessary for a return or exchange. Allowing customers to “self serve” for the most common problems not only frees up your agents for more complex issues, but it also saves you money. The average interaction with a US based customer service agent costs businesses $8 per interaction. A self service interaction is only $0.20. Automating just one customer service scenario (like checking an order status) can reduce customer service inquiries by up to 40%. Just imagine how much you could save! And if a customer finds that the automated system is not providing the answers they need, the bot will notify an agent to help and let the customer know how long they can expect to wait before getting a reply.
What’s a Rich Text element?
The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.
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Static and dynamic content editing
A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!
How to customize formatting for each rich text
Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.
The biggest differentiator for Richpanel is that it allows customer messages to come from multiple platforms and appear in one place. Inquiries can come from chat, email, Whatsapp, Facebook, Instagram, from site visitors or customers. You don’t have to look within these separate tools to manage chats vs tickets, you just connect them with Richpanel and everything will appear in one place, allowing your team to answer inquiries right away.
Richpanel also lets your agents continue conversations with customers through multiple channels. For example, if a customer goes offline and away from live chat, the conversation with them can be continued through email. This helps to maintain a single conversation thread without losing context and without having to create duplicate tickets for the same issue.
You will see a dramatic decrease in the number of support tickets your team is handling by incorporating a tool like Richpanel. Up to 50% of customer support tickets can be solved without ever needing to speak with an agent.
You will also see up to 40% improvement in agent productivity by having all of the information they need to support customers in one central location.
This tool will take a while to set up and you’ll want to do it with your operations manager, customer service manager, and you should even have marketing understand a bit of how the tool works so they can understand how say, running a discount campaign, may affect customer service inquiries.
Once set up, your entire customer support team will be in the tool daily, and your customer service manager will be overseeing their work from within the tool, helping to resolve and mitigate tickets, and to optimize flows and macros, and create new ones.
Richpanel is for the serious helpdesk user, so I would highly recommend you have an experienced customer service manager on your team before you implement this tool. That way you have someone that can set up the chat flows, rules and macros, and manage the platform and the tickets on an ongoing basis. Emphasis on “managing the platform”, because it is so robust that they will spend a lot of time tweaking and analyzing the platform itself, so that your other agents can better do their job.
If you have no or a low ticket counts, this tool won’t be as valuable for you and honestly it will probably be too big for you. Yes, you could start with them early on and slowly build out the platform as you grow and as problems arise, but that is a lot to do as a small team.