Customer Sidebar
The Customer Sidebar in Richpanel is a handy tool that gives support agents quick access to all the important customer information and resources they need. Everything is organized in one place, making it easy for agents to understand a customer’s history, manage orders, find helpful resources, and provide personalized support.
Key Features of the Customer Sidebar
The Customer Sidebar is packed with features that help agents work more efficiently and effectively. Below are the key components:
- Timeline
- Customer Profile
- Summary
- Orders
- Knowledge Base
- Notes
- Conversation Details
These components can be customized based on your team's needs, allowing you to add, remove, or rearrange widgets to create the most effective workspace for your support operations.
Timeline
The Timeline is one of the most crucial elements of the Customer Sidebar, offering a comprehensive, chronological record of all interactions and activities associated with a customer. It includes everything from past conversations and order updates to notes added by other agents.
Key Features of the Timeline:
- Complete Interaction History: The timeline includes all customer interactions, whether they occurred via email, chat, or other channels.
- Order Updates: Any changes or updates to the customer’s orders are also logged in the timeline.
- Agent Notes and Tags: The timeline displays notes and tags added by agents during previous interactions.
- Real-Time Updates: The timeline is updated in real-time, so agents always have the most current information at their fingertips.
Customer Profile
The Customer Profile widget displays all relevant customer information, such as their name, contact details, and location. It may also include any custom fields specific to your business, such as membership status or loyalty points. This widget gives agents a quick overview of who the customer is, which is vital for delivering personalized service.
Summary
The Summary section includes key metrics such as average order value, total number of orders placed, purchase frequency, and overall order count.
Orders
The Orders widget gives agents access to the customer’s order history and details. This capability is crucial for resolving order-related issues quickly, such as modifying shipping details, updating payment information, or changing the status of an order.
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Knowledge Base
The Knowledge Base widget provides agents with quick access to relevant help articles, FAQs, and other resources directly within the sidebar. This feature ensures that agents have the information they need to resolve customer queries without having to leave the conversation view.
Notes
The Notes widget allows agents to add or view notes related to the customer or the specific conversation they are handling. These notes can be shared across the team, ensuring that everyone is on the same page regarding the customer’s history and current needs.
Conversation Details
The Conversation Details widget offers insights into the specific conversation being handled, including details such as the channel used, the time of the last interaction, and any tags applied or assignee.
Customizing the Customer Sidebar
One of the standout features of the Customer Sidebar in Richpanel is its flexibility. You can customize the sidebar by adding or removing widgets based on your specific needs. This customization ensures that you have immediate access to the most relevant information and tools for the role, streamlining the support process and improving overall efficiency.
