Richpanel Pricing: Everything You Need to Know

February 5, 2021

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 pricing plans comparison

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

Available in all 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

Available in all 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 Regular plan supports only Email, Live chat, Facebook, and Instagram. While the Pro and Automation+ plan also supports Whatsapp and Aircall and the four channels previously mentioned. 

3. Conversation filters and tags

Available in all 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

Available in all 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

Available in all 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

Available in all 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

Available in all 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 plan

Have multiple stores? No problem! You can connect them to the same Richpanel account. However, the number of stores supported differ across plans. 

You can connect two stores in the Regular plan, five stores in the Pro plan, and an unlimited number of stores in the Automation+ plan

9. Dedicated Support

Available in Automation+ plan only

The support team at Richpanel is available on email, chat, and phone, 8 AM - 8 PM EST, seven days a week.

Additionally, in the Automation+ plan, you’ll be assigned an account manager who’ll help you set up your self-service portal. 

10. Self-service portal

Available in Automation+ plan only

The self-service portal is the marquee feature of the Automation+ plan 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. 

11. Custom features and integrations

Available in Automation+ plan only

Custom services include other features and integrations you may need or custom tweaks to your account, which their developers would look into for you.

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. 

‘Regular’ Pricing Plan

Richpanel Regular Pricing Plan features

Our key takeaways: Richpanel 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. 

So 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 2000, this would be the plan for you. 

However, the major downside to this plan is that it supports only 2000 conversations. 

And at such low volumes, you should strongly consider:

  1. Handling customer support without a dedicated tool until you scale further
  2. Finding a cheaper Richpanel alternative

‘Pro’ Pricing Plan

Richpanel Pro Pricing Plan and features

Our key takeaways: When we compare Richpanel’s Regular plan to their Pro one, there’s not a whole lot to choose from. At this point, it just comes down to the monthly conversations you have. 

With the additional $450 you're paying in the Pro plan, you get a total of 10,000 conversations. But that's not all. There are other perks. 

Firstly, 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.

Another difference is that while the Regular plan allows you to connect only up to two stores, you can connect five stores here in the Pro plan. 

The issue with the Pro plan is similar to the one we saw in the Regular plan. Which is being restricted to a low volume, specifically 6000 conversations a month. At such  volumes, it can be extremely challenging to justify a cost of $800 per month 

‘Automation +’ Pricing Plan

Richpanel Automation+ Pricing Plan and features

Our key takeaways: Finally, we’re at the big-daddy of Richpanel pricing plans, the Automation+ plan.

If you’re a well-established ecommerce brand receiving over ~10,000 monthly tickets and/or if you’re managing more than five stores, Richpanel’s Automation+ plan can be a great option. 

The price and the monthly ticket volume are both customized for you. You’ll need to talk with one of their Account managers for the exact numbers, but the price is based on the number of conversations served through the self-help + agent resolutions.

The marquee feature of this plan is the self-service portal. It surfaces the most relevant scenarios based on the customer stage and order status, allowing your customers to resolve their issues without talking to your agents.

In this plan, 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, ‘Regular,’ starts at $350/month for 2000 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: 

Richpanel extra conversation charges

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 Automation+ plan, you’ll also be assigned an account manager who’ll 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 and Automation+ plans

Does Richpanel have an annual subscription plan? 

Yes. Richpanel does have an annual subscription plan. Their charges are as follows:

Richpanel annual subscription plan

How is the pricing for the Automation+ plan decided? 

The monthly conversations you can have and the price you pay in the Automation+ plan is customized for you. You’ll need to talk to one of their Account managers for the exact numbers. However, it is based on the number of conversations served through the self-help + agent resolutions.

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 in the Pro and Automation+ plans.
  • You can connect up to 2 stores in the Regular plan, five stores in the Pro plan, and unlimited stores in the Automation+ plan.
  • The self-service portal and custom services are only available in the Automation+ plan. 

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. 

And we will get even up the ante. If you join DelightChat’s waitlist today, you get 90 days of free beta.

So, that’s it! Now go ahead & dole out a fantastic customer experience. 

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