Richpanel updates
Richpanel updates
richpanel.com

Return Prime Integration

 

New Feature

  

What can you do with this integration?

Merchants can now integrate their Return Prime Account with Richpanel and create a self-service returns process for customers

How it works - Example flow

Connecting Return Prime with Richpanel takes 1-2 mins. Simply head over to Settings -> Integrations -> Return Prime and click add integration

Step 1: Create a flow called "I want to return some items"

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Step 2: Add a condition "Order was delivered less than 14 days ago" (You can customize this depending on your return policy)

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Step 3: Redirect customers to the Return Prime portal

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End Result - What customers will see

Customers will be auto-logged into Return Prime portal without having to enter order number and email

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Outbound Chat Campaigns

 

New Feature

  

What can you do with this?

This new feature allows you to reach out to your customers directly through chat, providing a personal and convenient way to connect. With Outbound Chat campaigns, you can easily send targeted messages to your audience and engage with them in real time.

Use Cases

  1. Offer discounts to convert customers
  2. Proactive support on order status page and also on the product page
  3. Greet new visitors on the website
  4. New product announcement

To create an Outbound Chat Campaign

  1. Click on the Chat campaign icon on the left hand navigation bar as shown in the image below

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  1. Create a campaign from scratch or choose from the template

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  1. Give it a name and choose a campaign type (Currently only chat is supported, more channels will be added)

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  1. Select an audience group and apply filters as you would like. More filters and conditions will be added

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  1. Compose your message based on the campaign you are running and you should be ready to go!

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Give it a try and see the difference it can make for your business!

Open specific general scenario from a link

 

Improvement

  

What can you do with this?

Now each general FAQ scenario will have its own unique link which you can copy and send to your customers to direct them toward a specific FAQ

To copy the scenario link

Simply head over to the Customer Widget -> Self-Service -> FAQs

Go to the specific FAQ and select the Copy link option as shown in the image

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Example Use case

For any customer asking about a generic query via live chat for which you already have a FAQ created, you can simply copy the FAQs link and direct the customer to it. Saving agent's time and helping the customer self-service their issue

Advanced Workload Management and Assignment

 

New Feature

  

With this feature, you can easily manage and distribute your customer support workload among your team members based on their availability and capacity

  1. You can now choose between Manual, Round-robin, and Balanced assignment methods.

The new Balanced method takes into account the workload and activity of your team members, ensuring a balanced distribution of tasks and preventing any one team member from becoming overwhelmed

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  1. Set different limits for conversations assigned to an agent based on Chat-like and Ticket channels

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  1. Set proactive measures based on Agent's inactivity

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Median, 90 Percentile and Average Response and Resolution time

 

Improvement

  

With this update, you can now see the average resolution time for customer support inquiries and the 90th percentile resolution time, which represents the time it takes for 90% of inquiries to be resolved.

Giving you a better understanding of the overall efficiency of your customer support team and help identify areas for improvement.

Check it out today!

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Customize Self-Service FAQ button text

 

New Feature

  

Introducing a new way to personalize your widget and improve the customer experience - the ability to customize the text on your self-service FAQ button. Now, you can change the default button text to something that better reflects your brand or the self-service FAQ. Simply go to the FAQ, click on Edit button text, and you can update the button text in just a few seconds.

Try it out now and see the difference it can make for your customers!

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Custom Order tracking link

 

New Feature

  

In addition to the Default and Aftership tracking link you can now easily create a dynamic order tracking link. Simply access the Order FAQs within the Customer Widget to create a custom link.

Try it now and make order tracking a breeze!

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New Inbox is here 🤩

 

New Feature

  

Making it easier than ever to manage customer conversations and provide fast and efficient support

Some of the key features include:

  1. Chats and Tickets categorized separately: With separate tabs for Chats and Tickets you can easily distinguish a chat from a ticket and focus on messages that require immediate attention and get back to tickets gradually

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  2. Chat Indicators: The indicators will always keep you informed about the conversations that need your response so that you don’t miss out on any of the conversations

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  1. Views Simplified: Now you can easily edit, create, pin and search for Views in the left-hand panel

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  1. Split and List View: Choose between a Split view and a list view with just a click

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Learn more about these changes here

Dynamic links in Macros and Auto-reply rules

 

New Feature

  

You can now add dynamic links in Macros and Auto-replies with the ability to add query parameters. This is similar to how we add dynamic links in the Self-service flows

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Business hour settings

 

New Feature

  

With the new settings for Business hours, you can:

  • Set holidays
  • Set multiple office hours
  • Customize taskbot message

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