Meeting a customer’s needs should be a straightforward, efficient, and pleasant experience, believes Amit RG, the frontline innovator at Richpanel, a company dedicated to rewriting the narrative on customer relations. Amit’s rise in this industry is fueled by a fundamental belief: the best customer service is one that eliminates the need for customers to contact customer service.
Amit was inspired by the seamless navigation of apps like Amazon and Uber, where solutions to issues such as canceling an order or changing pickup location are just a click away, with no calls or emails required. Therefore, with Richpanel, his mission is to synchronize businesses to ensure that customers can do all this and more directly via the company’s website or app. The endgame? Happier customers and a lean, uncomplicated operations model for businesses.
“We don’t just help businesses save money by eliminating the need for hordes of customer service representatives. We also make things better for customers by availing options to return goods or change orders at their convenience, on their own time,” Amit explains. Indeed, Richpanel aims to bridge a gap that has long been a prickly issue for businesses, consumers, and customer relations alike.
With today’s customers demanding efficient, instant service, companies are forced to pump vast resources into their customer service departments. Yet, the frustration of a slow return process or the tediousness of changing an order could turn even a loyal customer away from a brand. Richpanel offers a win-win solution: it grants the customers effortless control over their transactions while concurrently liberating businesses from the burden of hiring and training purposes.
Reflecting on the future, Amit is optimistic. He foresees two significant advancements looming on the horizon that will revolutionize how we interact with businesses on an everyday basis. He predicts that Artificial Intelligence (AI) will take the lead role in reducing the need for human contact, especially in outsourced operations, and delivering efficient Tier 1 support.
“A chat interface is the second big game-changer,” Amit says enthusiastically. Drawing parallels with the widespread adoption of WeChat in China, he suggests that the app’s versatility could be instructive for the next wave of technological advancement. WeChat is one of the leading super-apps in China where users can hail a ride, make dinner reservations, and split bills, all from a single platform.
This trend is quickly spreading across continents, with apps like WhatsApp incorporating similar functionalities in their recent updates. Amit RG believes this development projects a future where we can interact with businesses, make purchases, pay for services, and execute a myriad of other functions from a single messaging app—essentially, the new age phone book.
Amit’s vision for Richpanel, combined with his keen observation of tech trends, holds promise for a future where customer service is not just a department within the company but, in fact, underpins the entire user experience. His dedication and foresight are not only upending conventional norms within customer service but also paving the way for a simpler, more effective way to shop and do business in years to come. Unquestionably, Amit RG and Richpanel are setting the pace for a new era in the customer-business relationship.
