Set up Business Hours
Setting up business hours in Richpanel ensures that your customers know when your team is available to respond. This feature helps manage customer expectations regarding response times and enhances your service experience.
Prerequisites
You must have admin access on Richpanel.
Ensure you have selected the correct brand for which you want to set up business hours if you manage multiple brands.
Steps to Set up Business Hours
Step 1: Navigating to Business Hours Settings
- Log in to your Richpanel account.
- Click on the 'Settings' icon in the left-hand navigation bar.
- Select 'Helpdesk Settings' from the dropdown menu.
- Click on 'Business Hours' to access the business hours settings.
Step 2: Setting Live Chat Hours
- Under 'Live chat hours', click the dropdown menu to set specific time frames for each day of the week when live chat will be available to customers.
- Adjust the start and end times by clicking on the time fields and selecting the appropriate hours of operation.
- Choose the correct time zone for your business from the 'Time zone' dropdown menu.
Step 3: Specifying Reply Time
- Expand the 'Set reply time' section.
- Input the estimated reply time during live chat hours so customers know when to expect a response.
Step 4: Customizing Taskbot Messages
- In the 'Taskbot message' section, customize your Taskbot's first message during and outside live chat hours.
- Choose between displaying the default reply time message or a custom message by selecting the corresponding option.
Step 5: Configuring Holidays
- If your business observes holidays, click on 'Add holiday' to set specific dates when your team is unavailable.
- This will inform customers about the non-operational days and manage their expectations for support.
Step 6: Reviewing and Saving Your Settings
- Review all the settings you've adjusted to ensure they reflect your actual business hours and reply time policies.
- Once confirmed, click the 'Save' button usually located at the bottom or top-right corner of the screen to apply the changes.
Conclusion
Properly setting up business hours in Richpanel helps streamline your customer support operations and set accurate expectations for your customers. With clear communication regarding availability, you can enhance customer satisfaction and improve the efficiency of your support team.