52% of consumers say they have made an additional purchase from a company after a positive customer service experience.
Excellent customer service can help you increase revenue and build a successful business in the long run. And hence, it becomes imperative that you choose the right tools to help your brand deliver stellar service to your customers.
To help you pick the right tool, we decided to compare two leading ecommerce customer support software in the market, i.e., Richpanel and Reamaze. Read through the article to understand their strengths and weaknesses and find the tool that best suits your business.
Both Richpanel and Reamaze are explicitly built for ecommerce stores. They are almost equal in terms of features, and both command thousands of customers worldwide. So, if you’re choosing between them, you’re already on the right track. Although, there are better alternatives.
We also understand that they are our competitors, and so we have taken the utmost care to provide our readers with an unbiased analysis while comparing the two tools.
Before we begin to break down the similarities and differences, let me share a brief overview of both the tools to set the context.
Richpanel also helps ecommerce merchants manage their customer service. With Richpanel, you can easily track, manage & resolve queries in no time. You can manage all your support channels, viz., live chat, email, WhatsApp, Facebook & Instagram. This saves a lot of time & helps the support reps be more productive.
Reamaze is an incredible help desk software for ecommerce brands. It helps your team to resolve customer problems seamlessly. The live chat feature in Reamaze is lauded in the market. It combines email, social media, mobile, and chat conversations, so your customers can reach your help desk however they want. Besides that, you can collaborate with teammates using assignments, notes, and shared views.
Top Differences Between Richpanel & Reamaze
Even though Shopify is the talk of the town to build an ecommerce business, other platforms in the market are equally good to help you create a store. The most popular ones are WooCommerce, Magento, BigCommerce & Squarespace.
As you can see from the above table, you can use Reamaze regardless of where you built your ecommerce website. Whereas on Richpanel, it’s limited to three platforms, viz., Shopify, WooCommerce & Magento.
Customers might reach out to you from any channel they prefer, and you need to be there to answer their questions.
Richpanel supports multi-channel support where you can respond to customer queries coming via live chat, email, Facebook, Instagram, and WhatsApp. Reamaze also supports multiple channels, viz., live chat, email, Facebook, and Instagram. But instead of WhatsApp, they have a native Twitter integration.
A knowledge base on your website helps your customers quickly find answers they’re looking for without contacting customer service.
Reamaze comes equipped with a knowledge base feature where you could add all the necessary FAQ questions that your customers ask regularly or they might ask under particular circumstances.
Richpanel is at a loss here as it doesn’t have this feature, and neither does it integrate with any knowledge base software for ecommerce companies.
Knowledge Base: Reamaze ✅ | Richpanel ❌
As you might already know, integration with other tools is super essential when it comes to managing your day-to-day business seamlessly. On that note, here’s what we found.
Reamaze integrates with a host of software that you might use to run your ecommerce business. Yotpo, Klaviyo, Postscript, Channel Reply, and pretty much any tool you can think of - Reamaze has got you covered.
Richpanel supports many app integrations like Klaviyo, Yotpo, Recharge, Smile, Aircall and over 30 others. However, the collection offered by Reamaze is larger at present.
Integrations: Reamaze ✅ | Richpanel ❌
On Reamaze, you can create Intents (an NLP/ML-based feature) that can be used as automated Workflow Triggers to target specific types of questions that you would like to take action on. You can use real support conversations and customer messages as data to train Reamaze on a particular Intent. You can take a look at an example here.
Unfortunately, Richpanel doesn’t support anything similar to Intents. You can create manual workflows, but that’s the extent of it.
Intents: Reamaze ✅ | Richpanel ❌
Advanced Collision Detection
Two or more support agents can reply to the same customer message simultaneously, and that’s normal. In such cases, if you aren’t aware of who’s responding to the customer, it might get awkward at best, and at worst, the customer might get confused if two agents reply simultaneously.
Reamaze prevents that with its Agent Collision Detection System. If you reply to the same customer message in a 5-minute window as another agent (or vice versa), Reamaze will hold the reply and alert you of a possible collision through the web UI as soon as you click send. This will give you the option to either delete the redundant reply or post it anyway.
Although Richpanel is also equipped with collision detection, it will just show you the person viewing a conversation (and that’s it).
Collision Detection: Reamaze ✅ | Richpanel ❌
Comments - Facebook & Instagram
When you run ads or create posts on Facebook & Instagram, you will get comments. Some of them are support questions, while others might be queries about a product you sell. Either way, you need an easy way to respond to those comments and fast.
Richpanel doesn’t support responding to comments on Facebook or Instagram. However, Reamaze allows you to respond to comments from posts and ads in one place after you’ve integrated your brand accounts on Facebook & Instagram.
Comments on FB/Insta Posts: Reamaze ✅ | Richpanel ❌
If you’re traveling or not in front of the laptop, you can’t respond to customer queries. And every question is a lost opportunity to sell a product or to delight a customer.
With Reamaze, you can respond to your customers while on the move with their mobile app, available on both Android and iOS. However, Richpanel doesn’t provide mobile apps.
Mobile App: Reamaze ✅ | Richpanel ❌
Reamaze comes with five plans; the lowest one starts at $29/user/month. They have user-based pricing as opposed to Richpanel that flaunts conversation-based pricing. The fun fact here is that Reamaze also got a Startup plan that downloads all the features from its Basic plan but limits active conversations to 500 per month.
Richpanel’s lowest plan starts at $100/month, where you get 500 conversations/month. Their other two plans are priced at $350/month and $800/month respectively.
If you’re just starting a store and need basic support, you might not want to pay $100/month to begin with. Go with Reamaze’s Startup plan, and you’ll have the same ticket limit while saving $31/month as compared to Richpanel.
Top Similarities Between Richpanel & Reamaze
There are times when you might not be around to answer your customer’s queries. But every customer you don’t respond to is a lost opportunity to sell or to delight.
Reamaze allows you to create chatbots to answer order status related questions, find and reply with relevant FAQs from the knowledge-base, or anything particular to your ecommerce store.
Richpanel also allows you to respond to tickets, automatically tag or assign them to a team member based on the keywords within the query, and much more!
Both Reamaze & Richpanel offer multi-channel support to help you respond to your customers across multiple channels. You can reply to your customers over email, live chat, Facebook, and Instagram.
ℹ️ Note: Richpanel supports WhatsApp while Reamaze supports Twitter.
When it comes to reporting relevant ecommerce customer support metrics, both Richpanel & Reamaze excel at it. Both tools let you check response times, customer satisfaction score, macros report, and the lot.
Multi Brand Connections
If you run more than one ecommerce business, it’s quite challenging to manage support for all of them. On top of that, if you have to log-in & log-out multiple times just to respond to a support query, it’s a clear inconvenience.
But there's good news. Both Richpanel and Reamaze support multi-store connections by default. You can connect as many brands as required and manage support for them from a single dashboard.
Macros are pre-made responses you can create to resolve your customer queries faster. Questions like, “Where’s my order?” “What’s the delivery time?” are can be quickly answered with Macros.
Fortunately, both Richpanel & Reamaze support macros and Rules (called Workflow in Reamaze) to help your customers save time and increase productivity.
ℹ️ Note: On Richpanel, you can directly access Dynamic Variables while creating a Macro (aka canned response), which is super convenient, but on Reamaze, you have to insert them manually from a separate page on their help center.
Easy Access to Customer Info
As a support rep, you know it’s super helpful to have the customer information handy while replying to a query.
Luckily, both Richpanel & Reamaze come equipped with this feature. You can see the customer’s name, email address, order id, and a bunch of other information right on the screen. You can simply refer to that information and reply with proper context.
ℹ️ Note: Both tools show you customer interactions, i.e., customer’s recent activity (what product they viewed, what they added to cart, etc.) on the store.
Besides the open/close status on tickets, there’s generally an option to snooze a ticket too.
In a scenario where you need more information from another department to respond to a customer, you can temporarily snooze that conversation. In another case, you might be waiting for the customer to respond; you can snooze that ticket for a brief time.
Both Reamaze and Richpanel offer this feature.
ℹ️ Note: Richpanel adds multiple standard snooze times like 3 hours, 1 week, Till Customer Reply, etc.
Tagging a conversation helps you segregate and prioritize tickets. You may want to respond to specific tickets promptly or assign a set to a particular team.
This is a feature that’s available on Richpanel and Reamaze.
Real Customer Reviews: Reamaze
Company: Sound Sandbox
Review: “Wow! Tightest integration with Shopify I've seen yet. Over the years, we went from FreshDesk to Zendesk to HelpScout and now this app. Every function and detail is so thoroughly thought through, and support is responsive. We're done looking for the perfect help desk software for our small business; we found it. Thanks!”
Company: PEP Cosmetics
Review: “I just started using the app, and it was straightforward to set up. I had a few questions, and customer service was quick and helpful. Overall excellent.”
Review: “Ok, I love this app. I've had it for a few weeks and haven't had time to get all of the features working, but my life is already so much easier. Instagram, Facebook, email, and chat all on one dashboard. My customers are responding very well to it, and many more convos are coming in.”
Real Customer Reviews: Richpanel
Company: Frenchie Bulldog
Review: “We were using Zendesk before, and we want a simple yet effective multi-channel customer service platform. We also wanted an easy to understand dashboard and analytics. We were able to get all of that with Richpanel at a very affordable price. It was effortless to set up, and the power replies were great. Their support is very hands-on. Amit, Dorai, Ayush, and Manoj were awesome!”
Company: UMAi Dry
Review: “We are finding Richpanel has brought structure and sanity to our rapidly growing support team. We've been able to quickly graduate from canned responses and an anemic Help Center to a truly robust means of supporting customers without losing our minds in the meantime.”
Company: ZUP Boards
Review: “Awesome app & amazing support team! This has made our customer interactions so much more efficient and organized by compiling our emails, Facebook messenger, and our chats all into one convenient place. Plus, you don't have to dig through Shopify to find order details, as they are all connected right inside your RichPanel inbox. Highly recommended!”
1. If I just started my ecommerce store, should I go with Richpanel or Reamaze?
Both Richpanel & Reamaze are equipped with all the features to help you manage your store’s customer service. However, if the cost is a constraint, you can start with Reamaze, which offers you a $59/month plan (500 conversations per month).
But both the tools are targeted at medium to large-scale ecommerce businesses, and their best features are reserved for the higher-tiered plans. In that case, you can take advantage of DelightChat, an ecommerce helpdesk solution built for SME ecommerce & DTC brands.
2. I need a live chat for my site. Which one should I go for?
Although both Richpanel & Reamaze allow you to add a live chat, we recommend going with Reamaze because it’s live chat is quite well-known in the industry. The personalized, self-serve Help Center allows a customer to return items, reschedule the delivery, or cancel an order without the usual hassle.
3. Can I set up Richpanel or Reamaze by myself?
Yes, both Richpanel & Reamaze are self-serve tools, and they got extensive documentation for complicated things (if any). Plus, there are enough guides and tutorials on the Internet to help you set up either of the software for your ecommerce store.
Looking for options that cater to SME ecommerce brands?
Richpanel and Reamaze aren’t the only great support tools for your ecommerce store.
Richpanel is pretty good at handling support queries automatically through their personalized help center feature but lacks necessary important integrations, replying to post/ad comments, etc.
Reamaze is pretty good at handling support queries automatically through their chatbots, but it can get costly as your team size increases.
Lastly, both have pricing plans that might be too expensive for some stores, especially ones smaller sized or earlier in their journey.
If those words resonate with you, perhaps you can take DelightChat for a spin.
Here are a few reasons why DelightChat stands out from the competition:
- It is super easy-to-use.
- It comes equipped with all the powerful features an ecommerce brand can expect.
- It is relatively cheap, so you don’t have to take an extra mortgage.
Our mission is to empower SME ecommerce & DTC brands with powerful software without breaking the bank. If you are such a brand, DelightChat might be the right customer support software for you.