Richpanel is a customer service solutions platform, purpose-built for the ecommerce industry. Founded in January 2019 with headquarters in both India and the US, Richpanel’s self-service platform allows merchants to design an Amazon-style account page on their store, where they can automate order tracking, returns, exchanges, cancellations, order changes and more. The platform also has an agent help desk to help customer support agents manage incoming queries across various touch points such as email, live chat, social media and phone. Today, over 1,000 merchants all over the world use Richpanel every day to support their customers.
While tech giants like Amazon and Uber have made massive investments to automate their post purchase flows, these kinds of queries account for more than half of other merchant’s support requests, where they rely on a team of agents and a ticketing system to handle them. Richpanel’s platform helps these businesses launch a self-service portal on their stores, allowing customers to resolve queries without having to contact a support agent. This means businesses can scale their operations without constantly expanding their support team.
Richpanel will provide an alternate solution from other help desk softwares, as well as customer care outsourcing services, where businesses are expected to spend $110B by 2024.
The platform also provides an agent inbox that allows support reps to handle the queries that are not resolved by the self-service portal. The agent inbox helps brands to manage all their support channels - email, live chat, social media & phone - from one place. The ecommerce integrations help agents see complete purchase history and take order actions inside the helpdesk.
"The first time I disputed a cancellation fee on a ride-sharing platform, I mentally prepared myself for a 15-minute long chat with a support rep, but I was pleasantly surprised when the entire process took less than 60 seconds. This automated customer service support technology can save ecommerce businesses millions of dollars, and we felt there was a real need to productize this for everyone else"
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