Richpanel was founded in 2019 by Amit RG and co-founder GDJ Dorai to rethink ecommerce customer service around self-service first. The founders observed that a large share of support tickets are routine, where-is-my-order, returns, exchanges, cancellations and order changes, and that customers often prefer to resolve these themselves if given the right tools. Richpanel's answer was an Amazon-style account portal merchants can add to their store, letting shoppers handle common tasks instantly and deflecting a substantial portion of tickets before they ever reach an agent.
Around that self-service core, Richpanel offers a full multichannel helpdesk that unifies email, live chat, social and phone into a single workspace with complete customer and order context. Its AI layer automates responses to routine questions, drafts replies for agents, and surfaces the order data needed to resolve issues quickly. By blending automated self-service, AI deflection and human agents, Richpanel aims to cut support costs while keeping resolution fast for online shoppers.
The platform is built specifically for ecommerce, with deep integrations into commerce platforms and apps so that automated and agent responses can act on real order data, processing returns, issuing refunds and updating orders. Richpanel emphasizes practical migration from legacy helpdesks and a fast path to value for direct-to-consumer brands, and reports being profitable with millions in ARR and over 2,000 customers.
Richpanel raised funding from Sequoia Capital's Surge accelerator program, establishing it within Sequoia's early-stage portfolio of standout founders. With its self-service-first philosophy, AI-assisted helpdesk and ecommerce specialization, Richpanel targets online retailers that want to reduce ticket volume and operating cost while giving shoppers the instant, self-directed resolution they increasingly expect.