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Introduction

Self-service flows in Richpanel are designed to address repetitive customer inquiries automatically, allowing your team to focus on more complex support issues. These flows fall into two categories: 'Order Topics' for order-related queries and 'General Topics' for all other frequent customer questions. Here's a simple guide to setting up these self-service flows.

Prerequisites

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Familiarity with self-service concepts.
Admin access on Richpanel.
Knowledge of common customer inquiries.

Steps to set up Self Service Flows

Step 1: Identify Frequent Customer Queries

Before you start, analyze your support data to identify the top 15-20 most common questions your customers ask. Look for patterns in inquiries related to orders, returns, shipping, product information, and more.

Step 2: Access Self-Service Flow Settings

Log into your Richpanel account, and navigate to the 'Self-Service' tab. This area is where you'll set up and manage your self-service topics and flows.

Step 3: Create Order Topics

If order-related questions are high in volume, go to order topics under knowledge base to add a new topic.
Input the relevant information or steps customers should follow to resolve their query.

Step 4: Create General Topics

For non-order related questions, go to general topics under knowledge base to add a new topic.
Input the relevant information or steps customers should follow to resolve their query.

Conclusion

Setting up self-service flows in Richpanel can significantly reduce the workload on your support team by automating responses to common queries. It enhances the customer experience by providing immediate, consistent answers to their questions, allowing your support staff to concentrate on more complex tasks.