Richpanel @Richpanel

Richpanel presented on stage at OpenAI founders day 🥹

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High praise coming from Connor. He is hard to impress.

Connor MacDonald @couuor

a month ago

Everyone's all Shopify screenshots and growth percentages. Nobody posts about customer service. But CX is one of the most important parts of building a brand today, and it's changing faster than almost anything else we do. CX was rolled into marketing at Ridge 24 months ago.

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Small correction, Connor: first reply time is now 8 minutes. Down from 22 hours. And that includes an intentional 4–10 minute delay on AI emails. The team didn’t want instant replies to spook customers 😂 Now, you need to understand how hard this dude is to impress. Me: “We can save you $500K.” Connor: “But I want $1M.” You go into a call thinking you’re about to blow his mind. “Yeah, this is good. But I want moreee.” So yes, seeing him post this made my day. This is an 8/10 on the Connor scale. Which is an 11/10 on the normal human scale.

Connor MacDonald @couuor

a month ago

Everyone's all Shopify screenshots and growth percentages. Nobody posts about customer service. But CX is one of the most important parts of building a brand today, and it's changing faster than almost anything else we do. CX was rolled into marketing at Ridge 24 months ago.

21 5 82 8K 47

Great time chatting running brands. Thanks to @Richpanel for sponsoring. Final day of @beanstalkHQ, let’s go!

Richpanel is hiring a Head of Growth. DTC gave us our first market. Make it one of several. Own brand, product marketing, X, channels, enterprise, and new verticals. Remote US. $190K-$225K base + 20% bonus + 0.5%-1% equity. Apply: apply.workable.com/j/6D08693481

Clients on Richpanel demos: - can the AI process warranties ? - what about return labels? - can it run retention flows? - how does AI securely authenticate ? Isaac: Bro! Bro! can it do memes ?

I don't think there's a faster way to deploy an AI support team than Richpanel 2.0. Watch the demo and decide for yourself. youtube.com/watch?v=gkeW5R…

The best ecommerce insights don’t come from webinars. They come from operators comparing notes. Hear from CXOs at Ridge, HexClad, Jones Road, Pela, Simple Modern, Common Thread, and more to do exactly that. June 25. 9operators.com/new-dtc?utm_ca…

Ridge. Simple Modern. Jones Road. MUD\WTR. CTC. No recycled Twitter threads. No generic frameworks. Just operators sharing what’s moving the needle. Free. Live. Recorded. Feb 18 | 1–4pm EST 9operators.com/growth-summit?…

If you’re outsourcing your growth strategy to “what worked in 2022” — 2026 is going to hurt. On Feb 18, 25+ serious DTC operators are breaking down what’s actually working right now.

The 2026 planning event to end all 2026 planning events! 9operators.com/2026?utm_campa… Over 25 speakers. Four keynotes. Three training sessions — leadership, marketing, and finance. Plus, 10 lightning panelists. Dec 16 from 1–4pm EST 📅

A 9-figure brand cut ticket volumes & team size by half. Want to see how? Go to richpanel dot com PS: be careful about wagers with the Richpanel team 😉

Amit R G @realamitrg

a year ago

Looking for tattoo ideas for @codyplof. We had a deal: if Richpanel cut his CS spend by $500K this year, he’d get a Richpanel tattoo. Start of the year, he was at 18 agents. He is down to 8 agents now. Now I’m shopping for designs. The branding should pop on every podcast…

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On Sept 12, we are hosting our Black Friday prep event for the Operators Network. As always, the event is free to attend. It's just operators helping operators be more successful. We will have 25 different speakers, 4 keynotes, 10 panelists, plus 3 training sessions. I'll be leading the executive track. These are a few of our friends and colleagues who will be presenting. @seanfrank, Ridge @JasonPanzer, HexClad @mbertulli, Pela Case x Lomi @couuor, CMO at Ridge @connorrolain, HexClad @codyplof, Jones Road Beauty @MehtabKarta, Karta Ventures @KatyMimari, CEO of Caden Lane @MacCoyMerkley, Portland Leather @ChereneAubert, ILIA Beauty @connordault, CMO of Grüns @jerelblades, Tushy Head of Growth @amanadvani, Ministry of Supply @obviceo from Obvi @graceclarke from @Shopify @SarahLevinger, Brand “Therapist” @pan_a_yo_ta, HexClad VP HR @emilyherrera, Creator Venture Aaron Esmailian, CMO of birddogs Elle Rudnick from SET ACTIVE Kristin Swarek, Caden Lane CFO Simple Modern’s CFO Jeff Hannam @aaronorendorff , CCO @9operators @sharoonthomas, @Fulfilio @BryanBumgardner, @northbeam @mikemanheimer, @PostscriptIO @realamitrg, CEO @richpanel @itsaliciagan, @AfterSell @stuartchaney,@RivoCommerce @tea_maverick,@HighbeamApp Special thanks to the folks making this possible at @Fulfilio, @northbeam, @PostscriptIO, @AfterSell, @RivoCommerce, @richpanel & @HighbeamApp This is an opportunity to get yourself and your team ready for the holiday season. And for all of us to level up our plans together. As you can tell, it's a loaded group. You don't want to miss it.

Turn your customer service from a cost center into a profit center. Get actionable CX & CS tactics in just 5 mins per speaker from 20+ DTC leaders. 📆 sign up free: fermatcommerce.com/s-cx?utm_campa… or just reply below / DM + I'll add you to the list for the invite & replay 🙌

Want to dive deeper into CX strategies that actually impact your bottom line? 🎯 Join our Singularity Webinar with 20+ DTC leaders next week → fermatcommerce.com/s-cx?utm_campa… or DM and we’ll get you invited for the event and replay.

Bad CX spreads faster than good CX. Why? Because frustrated customers are louder and more likely to spread disloyalty. The solution? Reduce customer effort. Self-service = faster resolutions, happier customers, lower support costs.

Single greatest resource on ecommerce customer experience … fermatcommerce.co/cx 🧠 7k-word guide 100+ examples 🤝 53-page PDF of original insights 😍 Panel in Apr. with DTC legends UNBELIEVABLY HEARTFELT thank you to the leaders who contributed over the last two months ↓ @jesscervellon, Open Late Collective @eliweisss from @yotpo @ridgewallet’s CX Dir Megan Johns @michaeljbair, Fmr SVP @wearfigs @hellotushy’s Sr Dir CX@renwazee @_zoekahn_, Inevitable Agency Nathan James’s Dir CX Taylor Johnson @FreshCleanThrds’ Sydney Chestler Heart & Soil’s Dir CX Brian Sutton @simplemodernco’s Katie Mitchell ILIA Beauty’s Dig. Lead Marnie Werth @CarawayHome’s Ashley Harris Glossier’s CX Cati Brunell-Brutman @saaltco’s Dir of CX Bridget Laye Ooni’s Global Head CX Patrick Carney @HexClad’s Head CS Michael Ludwig Bond Brand Loyalty, Lindsay McCann @FinaloopTeam’s @RaylaRapp @mattlady from @Richpanel @IrisFinanceCo’s @drewfallon12 Especially those of you who gave me your time one-on-one and welcomed me into your world. Check it out. Let me know what you think. And rest assured that any mistakes should be firmly placed upon my shoulders. Any brilliance … is due utterly to the names above.

@MarekvanBeek 🙌

I think the first place that AI will make a difference for DTC and already has is customer support. Creative is not far off, and we’ve seen some cool stuff this week on here. We use @Richpanel which is built with AI in mind. Their AI has already made a big difference for us. I had lunch with @realamitrg yesterday and he showed me some awesome data. Our team is now half of what it used to be. Our agents that are using AI are almost three times as productive, with no drop in CSAT scores. Over 70% of our tickets now use some sort of AI. Amit said most are helping us draft but we edit 30% of them. In 12-18 months we’ll only have to edit 2% of them, so those 98% can go out without human review IF you want that. The Richpanel self service widget has also reduced 15% of our tickets, and we have more we can to to cut another 15%. We’re also about to test their AI social media manager for ad comments. Richpanel is a podcast sponsor, but this is not a sponsored post. I appreciate anyone willing to fly to meet customers in person and Amit and team have been incredible supporting JRB as partners. I also hate to see DTC brands ripped off by overpriced, outdated legacy vendors who raised too much money. Oh also Richpanel is like have the price of those ones. Highly recommend it!

Testing @Richpanel So far looks very good. The AI agents are awesome