You want your ecommerce store to deliver unparalleled customer support across all your channels.
And you’re looking for the right support software that matches your budget to do just that.
So you’ve identified Richpanel as a potential option. And you’re trying to figure out which pricing plan works best for you.
We’ve got you covered! We’re going to break down each of their plans and cover:
- How much it costs
- What features you get
- What features you don’t get
- Who this plan is for
- Our key takeaways
However, I must warn you. If you read all the way through, you might discover that this isn’t the ideal tool for you and instead opt for another Richpanel alternative that might better suit your needs.
But for now, let’s dive in!
Quick Comparison Of Pricing Plans
If you’re short on time (and really, who isn’t?), here’s a quick comparison of Richpanel’s three pricing plans and the features that come with each of them.
Richpanel offers two different products:
- Agent Helpdesk: To manage all your support channels from one dashboard.
- Self-service Portal: To automate 50% of your tickets with self-service
If you’re short on time (and really, who isn’t?), here’s a quick comparison of Richpanel’s pricing plans and the features that come with each of them.
Agent Helpdesk Plans
Self-service Portal Plans
So, you now know what features are available and what you’ll receive in each plan. But, let’s take a look at what each of these features means for you exactly.
What are the features and what do they do?
1. Unlimited users
All Helpdesk plans
You aren’t charged per seat but instead, pay a subscription fee based on your monthly conversation volume. So this means you can have as many members of your team as you want using Richpanel.
2. Multiple channels
All Helpdesk plans
You can manage all the messages you receive across channels from one single dashboard. The ability to view customer profiles and order actions on Richpanel allows you to send tracking info, edit orders, and issue refunds without switching tabs.
However, it’s important to note that the Starter and Regular plan supports only Email, Live chat, Facebook, and Instagram. While the Pro plan also supports Whatsapp and Aircall and the four channels previously mentioned.
3. Conversation filters and tags
All Helpdesk plans
In Richpanel, you can create custom tags to mark conversations as you desire. Additionally, you can filter conversations by channels, user types, and tags.
Along with notes and mentions, these features ensure your team can easily collaborate with more context and thereby shorten resolution times.
4. Shortcuts
All Helpdesk plans
Using Shortcuts is a great way to bring down your response and resolution times. How does it work?
Your support reps can create saved replies to automate common responses to the most frequently asked questions. Additionally, saved replies can be combined with external API calls like change shipping addresses, issue a discount, generate a return label, etc.
5. Live chat
All Helpdesk plans
Live chat allows you to offer proactive support to visitors, guide shoppers to their favorite products, and recover abandoned carts in real-time.
You can also use task bots to distinguish your customers from visitors and automatically collect essential data like names, emails, contact numbers, etc. from them.
6. Live view
All Helpdesk plans
Another nifty feature in Richpanel is the Live View. You can see customer sessions in real-time as they browse through your store. This allows you to identify areas of difficulty on your website and provide instant guidance through these roadblocks as and when required.
Apart from this, you can also see which agent is typing a reply to a message and avoid sending duplicate responses to customers.
7. Conversation ratings
All Helpdesk plans
To improve your customer support, you’ll first need to know how you’re presently performing. And conversation ratings let you do just that.
You can measure your team performance through ratings given by customers and see whether they are meeting your internal quality standard metrics like target reply and resolution time.
8. Multiple brands and stores
Different for each helpdesk plan
Have multiple stores? No problem! You can connect them to the same Richpanel account. However, the number of stores supported differ across plans:
- Starter: 1
- Regular:2
- Pro: 3
9. Dedicated Support
Only Self-service portal plans
The support team at Richpanel is available on email, chat, and phone, 8 AM - 8 PM EST, seven days a week. This can be accessed by all users of their helpdesk plans.
Additionally, in both the Self-service plans, you’ll be assigned a dedicated account manager who’ll help you set up your self-service portal.
10. Self-service portal
Only Self-service portal plans
The self-service portal is the marquee product of Richpanel that allows your customers to resolve their issues without talking to your agents.
It does this by surfacing the most relevant scenarios based on the customer stage and order status. For example, changing the shipping address before shipping or requesting a refund for 30 days after delivery.
It allows queries to be resolved instantly and lets your agents focus on conversations requiring more time and attention.
Questions you might have about conversations
What are ‘conversations’?
A conversation (also referred to as a ticket) is an interaction between a customer and your support team. It consists of all messages related to the same customer question, no matter the medium. So this can be across channels like live chat, email, social media, etc. Therefore multiple replies on the same thread will all be considered as a single conversation.
How many conversations will I have in a month?
Your monthly conversation volume depends on the type of products you're selling and the industry you’re in. However, according to Gorgias, most ecommerce stores can expect the number of conversations between 2% to 10% of total orders.
How many conversations can a single agent handle?
Much like the last answer, the number of conversations a single support rep can handle depends on their level of experience and the support queries’ complexity. However, by choosing the right ecommerce customer service software, you’re empowering your agents to manage support from across channels seamlessly and be as efficient as possible.
Will I be charged for every conversation?
You won't be billed for incoming messages, spam, and marketing emails. You only need to pay for the conversations that contain a response from Richpanel.
Awesome! We’ve got that out of the way as well. And you’re probably already in a pretty good position to figure out the Richpanel pricing plan that’s best suited for you.
But if you want to dive into the nitty-gritty of each plan and what they entail, keep reading.
Agent Helpdesk Plans
Richpanel has three Agent Helpdesk plans that allow you to manage all your support channels from one dashboard. Let’s take a look at what features you get and don’t get with every plan, who this is perfect for, and our key takeaways.
Starter plan
Our key takeaways: Richpanel’s Starter Plan is equipped with most features you’d want out of your ecommerce helpdesk software.
You can offer multi-channel support across different platforms from one single dashboard. With features like filters, tags, and shortcuts, you’re enabling your agents to collaborate and respond to queries with more context while also saving time.
Additionally, features like live chat and live view help you monitor your customers’ journey through your website in real-time and provide support as and when they face roadblocks.
Plus, through CSAT surveys, you get to understand how well your support agents are performing, individually and collectively, and how happy your customers are with the service they’ve received.
In terms of features, Richpanel is a robust ecommerce support solution. So if you’ve just built your ecommerce store and your order volume doesn’t exceed 500, this might be the plan for you.
However, the major downside to this plan is that it supports only 500 conversations.
And at such low volumes, you should strongly consider:
- Handling customer support without a dedicated tool until you scale further
- Finding a cheaper Richpanel alternative
Regular plan
Our key takeaways: When we compare Richpanel’s Regular plan to their Starter one, there’s not a whole lot to choose from. At this point, it mostly just comes down to the monthly conversations you have.
With the additional $250 you're paying in the Regular plan, you get a total of 2,000 conversations.
Another difference is that while the Starter plan allows you to connect only one store, while you can connect up to two stores here in the Regular plan.
The issue with the Regular plan is similar to the one we saw in the Starter plan. Which is being restricted to a low volume, specifically 2000 conversations a month. At such volumes, it can be extremely challenging to justify a cost of $350 per month
Pro plan
Our key takeaways: Finally, we’re at the big-daddy of Richpanel’s Agent Helpdesk pricing plans, the Pro plan.
If you’re a well-established ecommerce brand receiving around ~6,000 monthly tickets and/or if you’re managing three stores, Richpanel’s Pro plan can be a great option.
If you exceed your monthly ticket volume, you’ll only be charged $15/extra 100 conversations as opposed to $25 and $20 in the Starter and Regular plans respectively.
Furthermore, in addition to the channels supported in the Regular plan (Email, Chat, Facebook, and Instagram), you can also offer support on Whatsapp and Aircall in the Pro plan.
However, it’s worth noting that you still won’t receive dedicated support or be able to use their self-service portal to automate your tickets.
Self-service Portal Plans
Richpanel has two Self-service Portal plans that allow you to automate up to 50% of your tickets with self-service. Let’s take a look at what features you get with each plan, who each plan is perfect for, and our key takeaways.
Less than $3M annual sales
Our key takeaways: The self-service portal is a way to scale your ecommerce customer service without hiring more agents.
It does this by surfacing the most relevant scenarios based on the customer stage and order status. For example, changing the shipping address before shipping or requesting a refund for 30 days after delivery.
It allows queries to be resolved instantly and lets your agents focus on conversations requiring more time and attention.
You should note that Richpanel’s Self-service Portal plans are completely independent of their Agent Helpdesk plans.
This means that you can use it in addition to Zendesk, Freshdesk, Helpscout, or whatever helpdesk solution you’re already using. And this could even be one of Richpanel’s own helpdesk solutions.
More than $ 3M annual sales
Our key takeaways: When it comes to selecting one of Richpanel’s self-service portal plans for your store, it’s extremely straightforward.
The only factor to consider is the number of automated resolutions per month. And Richpanel has broken it down into two plans based on your annual sales.
With their Enterprise 2 plan (More than $3M annual sales), you’ll have 3000 automated resolutions per month as opposed to the 1000 in the Enterprise 1 plan (Less than $3M annual sales). Also, just like in the Enterprise 1 plan you’ll be charged $0.5 for each additional resolution.
Richpanel states that it’s the equivalent of having 3 full-time agents as opposed to 1 in the Enterprise 1 plan.
Additionally, in both the Self-service plans, you’ll also be assigned a self-service expert who reads through 300 to 500 of your tickets and conversations to help you set up the self-help portal to reduce the number of ticket submissions.
According to Richpanel, this feature provides customers with an Amazon-like experience and reduces tickets by 50% or more.
Pricing Plan FAQs
If you’ve gone through the plans, but you’re still unclear about something, here are the most frequently asked questions and queries regarding Richpanel’s pricing.
How many can support agents use Richpanel?
Richpanel offers unlimited seats across all their plans. Their charges are based on your conversations and not on the number of seats. So, your whole team can use the app at no extra cost.
Is there a free plan on Richpanel?
Unfortunately, no. Richpanel’s cheapest plan, ‘Starter,’ starts at $100/month for 500 conversations. However, they do offer a 14-day free trial.
Will I be charged for every reply sent?
Nope! Richpanel only counts conversations that you respond to via their software. You also won't be billed for incoming messages, spam, and marketing emails.
What happens if I exceed my monthly usage?
Once you've finished using your prepaid amount of monthly conversations, you'll be charged an à la carte rate for each additional 100 conversations, which are as follows:
What level of support is included in my plan?
Richpanel is available on email, chat, and phone, 8 AM - 8 PM EST, seven days a week.
In the Self-service portals plan, you’ll also be assigned an account manager who’ll go through your conversations and help you set up your self-service portal.
What are the channels supported in Richpanel?
Richpanel supports Email, Chat, Facebook, and Instagram across all plans. WhatsApp and Aircall are available only in the Pro plan.
Does Richpanel have an annual subscription plan?
Yes. Richpanel does have an annual subscription plan. Their charges are as follows:
What does a dedicated self-service expert do?
The dedicated self-service expert is the account manager you get when you on-board with the Automation+ plan. They read through 300 to 500 of your tickets and conversations to help you set up the self-help portal to reduce the number of ticket submissions.
Do the features available differ across pricing plans?
Most Richpanel features are available across all three of their plans. However, there are some exceptions like:
- While Email, Chat, Facebook, and Instagram are the channels supported in the Regular plan, Whatsapp and Aircall (in addition to the four) are supported only in the Pro plan.
- You can connect up to 1 store in the Starter plan, 2 stores in the Regular plan, and 3 stores in the Pro plan.
- The self-service portal plans are completely independent of the agent helpdesk plans.
Do you still have unanswered questions about Richpanel’s pricing? Drop us a tweet, and we’ll hit you back within 24 hours.
Are there better alternatives to Richpanel?
So, there you have it.
You’re now equipped with all the information you need to decide which Richpanel pricing plan you should go for.
However, you might be thinking that none of their plans fit your exact needs and budget.
But fret not. As I said initially, Richpanel isn’t the only ecommerce support solution out there for you. There are a ton of great Richpanel alternatives for ecommerce stores of all shapes and sizes.
Of course, my personal favorite is our very own tool, DelightChat (surprise, surprise!). We’re built (and priced) for small and medium-sized DTC brands and have everything you need like an omnichannel help desk, team collaboration, deep integrations with Shopify, and the works.
And don’t just take my word for it. See how DelightChat stacks up against the competition. Specifically, 14 other excellent ecommerce support tools out there.
So, that’s it! Now go ahead & dole out a fantastic customer experience.
