Introduction
This video series is designed to help support agents learn all the concepts of Richpanel Helpdesk & start responding to customers.
1. Hello from Richpanel team
We are very excited to welcome you. We know learning a new platform can be daunting. But - don’t worry, we have designed these video series to make it easy for you to get acquainted with your new workspace. In the next few minutes, you’ll be all ready (and hopefully excited) to use your new Helpdesk!
Start by watching this 2-min intro video
2. Intro to the customer portal
Customer portal is a widget that will be embodied on your company website and mobile apps.
While you won’t be using this daily, it’s helpful to understand the experience your website customers will have when they try to contact support. When you identify repetitive queries, you can build flows inside Customer Portal and let customers self-service.
3. Views & tickets
Views are ways to organise your inbox. Think of views as folders where you can group conversations by a channel or a topic.
4. Customer sidebar
Remember we said, we'll help you save time by bringing all channels and customer context in one place. This is what customer sidebar is about. You can integrate your shopping cart to see orders, lifetime value product interactions, loyalty points, subscriptions and what not. This way you have all context in one screen and there is no need to keep switching between tabs.
5. Responding to tickets
Now that we have covered the self-service portal, how to organise your inbox using views and the customer sidebar, let's see how you can reply to customers. The UI is pretty straightforward. To be honest, we tried to make it as much like Facebook or WhatsApp so the design and concepts should be familiar.
What we'll cover:
- Reply box:Â There is a reply box which is the same as what you see on your email inbox or facebook BUT with a few cool differences. First, you can now use the % key to use tokens in the conversation. No need to copy paste from another app.
- Macros:Â If you find yourself drafting the same responses again and again, you can use macros to save these responses and use them. One cool thing is you can use tokens inside the macros so it automatically replaces things like customer name, order id, tracking url with customer's actual information.
- Keyboard shortcut for send:Â Always use keyboard shortcuts to send the message.
- Close or Snooze:Â After sending the message, you can either close the message or snooze it. Snoozing helps if you need to get back to the conversation at a later date.
- Internal notes:Â If you need help from agents, you can go to private note section and tag them. Ideal for scenarios when you want to ping someone from the shipping team to request an update on an order status or tag someone from the tech team about a bug reported by a customer. They'll get notified using a desktop notification and an email that will have all the context. They wont even need to login to Richpanel to respond back to you. When they respond their reply will be added a new private note in the same conversation.
6. Taking calls
Richpanel offers integration with Aircall. This allows you to take calls, make notes and perform tagging while on the call with the customer. The integration allows the flow of data between Aircall and Richpanel which removes the hassle of making an additional entry of the call details on the help desk and makes the whole process way more easier and faster for the agents.