02 / Richpanel
2020–22
Richpanel Helpdesk
Multichannel Helpdesk for E-commerce
An enterprise-grade multichannel helpdesk that consolidates customer conversations from email, live chat, social media and messaging apps into one unified inbox. As Lead UX/UI Designer I owned the end-to-end design — from the agent dashboard and customer timeline to the workflow automation builder.
The challenge
E-commerce support teams juggle six channels with six different tools. Richpanel's bet was a single workspace tailored to Shopify-scale merchants — fast for agents, transparent for managers, effortless for customers.
What I did
- Designed the unified inbox and multichannel dashboard end-to-end
- Created the customer sidebar — full purchase and conversation context at a glance
- Designed the workflow automation builder for no-code support flows
- Established design patterns that scaled across the product suite
154/1595-star Shopify App Store reviews
240+Enterprise e-commerce clients
94%Annual retention rate
−30%Average handling time
