Suggestions? Comments? Tips?
Please send them all through to us for consideration and our team will add it to our ever-growing knowledgebase.
Our support would not be where it is without our fantastic team working very hard to assist our users with any queries no matter how big or small.
Some of the comments received this past month:
Always helpful and knowledgeable. Palace staff make the process so easy. -Lyndsey
My questions have always been answered in a timely manner. The people from the supporting team are always friendly and knowledgeable. If they cannot give the answer straight away and need a little more time to investigate, they always come back to me in a timely manner. I am so please to work with them. -Watson
While we know things break when they are not supposed to and even though we provide great support we can always improve. We encourage everyone to always review our service and send feedback so we can get better at helping you.
So much emailing which is time consuming. -Chris
Our helpdesk is based on submitted tickets. Sometimes we've fallen into the habit of emailing back when a phone call would've been quicker. Based on Chris’s review, we have ensured that calling is a top priority. An email is then done to ensure the information supplied on a call is linked to further information online.
Our response times can always be improved and we have been working hard on addressing this. We are always making changes to our software and processes and with those enhancements, wait-time has been improved to 80% of requests being responded to within 30 minutes.