Richpanel vs Saufter Comparison: Is There a Clear Winner?

Table of Contents

Last Updated: June 2024

If you’re looking for the right customer service solution for your company, choosing between these two platforms can be difficult

Well, we’ve got you covered. In this guide, let’s compare two of the most popular customer service solutions available in the market and see which one is better for your business: Saufter or Richpanel.

We’ll compare them overall while also focusing on their specific features to determine which one is a better fit for your company.

Live Chat (Final Winner: Saufter) 

Web Widget

Give customers access to your customer support team by embedding a customized widget onto your website.

  • Richpanel allows you to integrate a LiveChat widget to help customers have a more seamless experience.
  • Saufter also allows you to add a live chat widget on your website to help visitors raise concerns in real-time.

Winner: Both

Livechat Customization

Customize your chat widget’s design, appearance, and messaging options to provide a personalized chat experience across platforms while also matching the look and tone of your brand.

  • Richpanel allows you to customize the live chat widget based on the order history, product page, and customer lifecycle stage.
  • Saufter’s widget is also completely customizable. You can customize the color scheme, upload your logo, and position the widget to your preference.

Winner: Both

Pre-made Chat Widget Theme

  • Richpanel does not come with ready-made widget themes. 
  • Saufter: You can use ready-made presets or customize your colors to match your brand.

Winner: Saufter

Language Options

Change the language of your chat widget.

  • Richpanel does not come with custom language options.
  • Saufter allows you to match the language of the chat widget with the language of your website

Winner:  Saufter

Chat Contact Form

Customers can use this feature to send an offline message via the chat widget. The offline message is then saved in your chat history, with a copy sent to the agent.

  • Both Richpanel and Saufter come with this feature.

Winner: Both

 

Helpdesk Features (Final Winner: Saufter)

Multi-Channel Inbox

To manage customer communication at scale, organize customer questions from multiple channels, in a shared inbox that your entire team can access.

  • Richpanel brings all of your preferred channels,  including live chat, social media, email, and SMS into one dashboard. 
  • Saufter also comes with a multichannel inbox to help your agents provide a seamlessly integrated support experience.

Winner: Both

Ticketing System

The helpdesk includes a system for managing, assigning, and prioritizing customer inquiries. This enables your agents to engage customers through various channels and easily convert queries into tickets.

  • Both Richpanel and Saufter come with this feature.

Winner: Both

Customer Profile

  • Richpanel enables your agents to stay up to date on each customer’s order history, conversation timeline, and purchasing behavior. 
  • Saufter also gives your team access to customer data at each stage of the buyer journey, allowing them to better understand the customer lifecycle.

Winner: Both

Email Support

  • Richpanel allows you to connect and manage your support emails. 
  • Saufter integrates email support as well as AI-drafted emails. This can significantly reduce your email traffic as well as your workload.

Winner: Saufter

SMS and Voice

You can integrate SMS and voice channels into your helpdesk to improve the customer relationship experience.

  • Both Richpanel and Saufter come with this feature.

Winner: Both

Agent Training

Your team members can be trained and tested using an intuitive training module based on your prior chats and tickets.

  • Richpanel, unfortunately, does not come with this feature. 
  • Saufter includes an automated training module for your team members to be trained and tested.

Winner: Saufter

3rd Party Integrations

Integrate the helpdesk directly into your website, as well as a large number of third-party stores and apps.

  • Richpanel comes with plenty of built native integrations with various apps and marketplaces.
  • Saufter offers one-click integration with most popular platforms including Shopify, Magento, and Woocommerce, etc. 

Winner: Richpanel

Agent Recruitment

The helpdesk gives you access to an e-commerce marketplace where you can hire experienced and tested customer service representatives.

  • Richpanel, unfortunately, does not come with this feature. 
  • Saufter allows you to recruit experienced agents In one-click.

Winner: Saufter

Social Media (Final Winner: Saufter)

Facebook Integration

  • Both Richpanel and Saufter converts the messages received on your Facebook Messenger to tickets. Your agents can easily view and reply to the messages through the dashboard without switching tabs.

Winner: Both

Instagram Integration

  • Both Richpanel and Saufter allows your agents to easily view and reply to Instagram messages through the dashboard without switching tabs.

Winner: Both

WhatsApp Integration

  • Both Richpanel and Saufter offer native WhatsApp integration.

Winner: Both

Twitter Integration

  • Richpanel does not offer native integration with Twitter. 
  • Saufter offers one-click integration with Twitter. 

Winner: Saufter

Customer Portal (Final Winner: Both)

Knowledge base

  • Both Richpanel and Saufter allow you to convert your most frequently asked support questions into a knowledge base of help articles, allowing customers to help themselves. 

Winner: Both

Returns and Exchanges Portal

  • Both Richpanel and Saufter allow your customers to select the items they want to return or exchange automatically and place an exchange order based on your policies.

Winner: Both

Automation (Final Winner: Saufter)

Chatbots

  • Both Richpanel and Saufter let you deploy customized chatbots at various customer touchpoints. Setting up these bots enables you to collect relevant customer information, increase agent productivity, and streamline the support experience without requiring any programming, training, or additional development work.

Winner: Both

AI-powered Automated Answers

This allows you to provide immediate automated answers to incoming customer questions with available, relevant information. These AI powered answers can be delivered across different channels.

  • Richpanel allows you to set up automation rules to send automated responses to common customer queries.
  • Saufter improves response time and productivity by providing AI-suggested responses.

Winner: Both

Automated Deals and Discounts

Set up promotional campaigns like automated deals and discounts to engage site visitors and attract new customers.

  • Richpanel, unfortunately, does not offer this feature at the moment.
  • Saufter lets you set up automated E-commerce workflows for offering deals and discounts. 

Winner: Saufter

Review/UGC Automation

Automate the collection of Google reviews, Trustpilot reviews, and user-generated videos for marketing purposes.

  • Richpanel, unfortunately, does not offer this feature at the moment.
  • Saufter identifies satisfied customers and automates the collection of reviews and UGC from different channels. 

Winner: Saufter

Reports (Final Winner: Richpanel)

Chat Metrics

  • Richpanel comes with detailed insights and reports on team performance and live chat metrics.
  • Saufter shows you up-to-the-minute reports on the chat metrics including volume, response time, tags, and customer feedback as well

Winner: Both

Revenue Analytics Reports

Determine how much revenue is generated by the built-in commerce tools and your support agents.

  • Richpanel allows you to easily track customer conversion and the revenue generated by pre-sale tickets.
  • Saufter, unfortunately, does not offer revenue reports at the moment.

Winner: Richpanel

 

Self Service Performance

  • Richpanel provides you a cumulative view of your customers’ most common issues.
  • Saufter, unfortunately, does not offer these reports at the moment.

Winner: Richpanel

Customer Feedback

  • Richpanel lets you measure customer satisfaction by using CSAT surveys data.
  • Saufter also comes with reports that allow you to analyze customer feedback in real time. 

Winner: Both

Bottom Line:

So, Richpanel and Saufter. With the above factors compared, which tool do you think is the right one for your company?

We hope this guide cleared up some questions and made it easier to choose a platform. 

If you want to make it easier for customers to contact your service team while also empowering your support reps to provide the best service possible, the Saufter could be the platform for you. It is a multi-channel customer service help desk designed for small businesses and enterprise teams. The platform is designed to be cost-effective, easy to set up, and most agents can get started on Saufter with little to no training.

So, what are you waiting for?

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