Richpanel has raised funding to eliminate customer service tickets with an “Amazon-like” customer account section.
Founded in January 2019 and headquartered in both India and the US, Richpanel was created with the purpose of helping ecommerce companies scale business without hiring more agents. The platform allows merchants to design an account page on their online storefront where they can automate order tracking, exchanges, returns, cancellations, and any other scenario which would otherwise result in a support ticket.
Richpanel’s platform helps businesses launch a self-service portal on their stores, allowing customers to perform actions without ever having to contact a support agent. This means businesses can scale their operations without constantly expanding their support team.
“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,” said Amit RG, CEO at Richpanel
“At Richpanel, our goal is to help clients eliminate unnecessary support tickets. Businesses have tried chatbots, FAQs and help centre solutions, but what they need is a solution that does not ‘deflect’ customers but ‘resolves’ their issues. Currently, our platform is able to resolve 40-50% of incoming queries and we will take this up to 80% over the coming months,” Amit RG added.
The platform handles cases where customers need to speak with a human. The ‘agent inbox’ helps brands manage all their support channels – email, live chat, social media & phone – from one place. The integration with ecommerce platforms help agents see complete purchase history, take order actions and respond to customers from one screen.
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