Customer Feedback on Support | December

14 December 2020   |   by David Louw

Palace Tip:

Screenshots vs Snapshots:

  • ‘Snip & Sketch’ is a standard app on your Windows PC which is used for taking screen and snapshots.
  • A screenshot is an image of your whole screen and can simply be taken by clicking on ‘New’ in Snip & Sketch, using the mouse, start at the top left-hand corner of the screen, hold left-click down, drag diagonally to bottom right and let go.
  • A snapshot is an image of a portion of the screen or over a smaller portion highlighting something that is important. The process is similar to a screenshot but the coverage area is much smaller.

Palace Support Heroes

When a query is sent to support include items such as a statement or report, if at all possible. A snapshot of an error or a screenshot to help the support team to better assist you in your time of need. The more information that is provided the faster we can help you. Ask the question, “ What was I wanting to achieve?”

If our knowledgebase does not have a solution to your query, look no further! The Palace Support heroes are here to answer your queries.

Some of the comments received this past month:

Your team is efficient and is fast to respond to queries, which is very helpful as most times a submission for support is made, it needs to be resolved quickly for our clients which can be stressful. They are kind and easy to deal with. Thanks team! – Natalie

Communication with all Palace helpline is always at a high standard for all my needs for accounts, they explain things and fix all problems I have, they always go over and beyond, even at 5 O’Clock on a Friday when the pressure is on. I would be lost without them and I appreciate all the help they give, well done Team Palace. Thank you. – Lynley

OK, so you guys are TOPS! Anne is AMAZING. Is there anything she doesn’t know?? Also, the rest of the team are also so friendly. Also, the implementation went so well for us and I’m just really thankful to Ange and Rosie for the great relaxed training style, yet so incredibly informative and helpful. Thanks, guys, a credit to you all on this one. – Caroline

We encourage everyone to always review our service and send feedback messages as this helps us to better assist our clients. Should there be something that was missed or something that we could do better we enjoy hearing from you.

Very slow in coming back to me and asking questions that have already been supplied. – Ampie

Solution:

The support team was on training. One of our team did reply informing the client that there would be delays and the reason. Once support was back from training the ticket was picked up and followed through.

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Response Times

The wait time to answer requests has climbed to a high of 86% of requests being responded to within 30 minutes. Our support desk operates within New Zealand trading hours with support for our Australian clients as well.