Overview
For direct-to-consumer (DTC) brands, Richpanel is a robust customer support platform. Support staff can handle client inquiries while on the go thanks to the mobile app, which guarantees real-time response and consistency across various channels. The app assists brands in providing smooth, effective, and customized support through features like live chat, a multichannel inbox, and self-service widgets.
Challenges
Designing a mobile-first experience that provided the same depth and effectiveness as the desktop platform was the main challenge. Significant backend demands included ensuring compatibility with multiple e-commerce stacks (such as Shopify, Magento, and WooCommerce) and preserving performance during periods of high traffic. Additionally, careful planning and modular architecture were needed to integrate more than 20 third-party e-commerce tools while maintaining a clear and user-friendly user interface.
Results
With the release of the Richpanel mobile app, customer service representatives from more than 1,500 direct-to-consumer brands were able to respond to customer service inquiries at any time and from any location, greatly increasing customer satisfaction ratings and first response times. Thinx, Pawz, and Protein Works were among the brands that reported improved omnichannel coordination and increased productivity. Richpanel's reputation as a reliable customer service solution in the DTC market was strengthened by the app's real-time alerts and extensive e-commerce integrations, which made sure agents remained connected and productive.