Introduction
The Richpanel widget is designed to streamline your customer service by offering self-service options directly to your customers. Within the widget, you can enable live chat, set up general and order-related topics, and create a knowledge base for your support agents. This article will guide you through the steps to configure these modules for optimal self-service functionality.
Prerequisites
Basic understanding of self service
Admin access on Richpanel
Steps to customise your widget
Step 1: Access the Widget Configuration Settings
- Log into your Richpanel account, click on the Self Service option on the left-hand side navigation.
- Select the brand for which you want to configure modules from the top left hand corner.
- Under Getting Started, click on Configure Modules.
Step 2: Enable Essential Modules
- Toggle on Live Chat to allow customers to have real-time conversations with your support team.
- Toggle on General Topics for queries that answer common questions for both customers and visitors.
- Toggle on Order Topics for queries specific to customer orders, like tracking or modifications.
- Toggle on the Allow customers to search topics option, which lets customers type in their questions and find relevant self-service topics quickly.
Step 3: Customise the Home screen
- You can customise what your customers first see when they open the widget through Customize homescreen option.
- Use the Add new shortcut button to create quick links to the most common topics or actions, such as 'I'm a new customer' or 'Request a Quote'. You can add up to five shortcuts.
- Adjust what's visible to non-logged-in vs. logged-in users to tailor the experience. If you want the view to be the same, toggle show same as Non-logged in option in the Logged in quick links tab
Step 4: Set Agent Favourites
This section is for internal use and helps agents respond quickly with templated answers.
- Under Agent favorites, click + Add topic button to add the topics that your support agents frequently address, like Shipping and Delivery, Return Policies or Product Specifications.
- These will be easily accessible to your agents and can be used to provide consistent and quick responses to the customers.
As you set up the quick links, you can see the live preview to the right of the screen.
Conclusion
By carefully configuring each module of your Richpanel widget, you ensure that your customers have immediate access to the most relevant self-service options. This setup not only empowers customers to find their own solutions but also assists your support team in managing inquiries more efficiently.