Customer Feedback on Support | July

14 July 2021   |   by David Louw

Our Knowledgebase is constantly being updated to assist you in your query. Not able to find a solution to your query there? The Palace Support heroes are here to answer your queries.

Some great feedback received this past month:

 

The service team is exceptional. They get back to you quickly to show you how to do something and keep in touch if they need to solve a problem. I have been extremely impressed each time I contact them. – Angela

I found the person that helped me was very polite, patient and accommodating. The explanation around the issue was communicated clearly and in a timely fashion. – Charmaine

Staff are always friendly and talk this technophobe through slowly and precisely. – Ian

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.

…I don’t like that Palace is so easy to close down and log out of – the same button X to move between pages is also used to close down and there is no warning that Palace is closing. – Karen

Solution:

Palace Liquid is browser-based. Commands that work for many websites are the same here. Opening additional tabs will help with moving between areas. If all the tabs or browsers are closed Palace will sign you out as a security feature.

Response Times

The wait time to answer requests has climbed to a high of 87% 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.


Palace Mobile Pink Inspection App Tips

Are you thinking of doing video inspections? Apple vs Android

Palace Mobile App Icon

Apple
Did you know that Apple does not support pausing of videos? When doing a video inspection, plan the video inspection and go for it. Cover the features and area and once done – submit the inspection. If you had to stop the video at any time during the inspection it will save and upload. If this were to be done several times during an inspection, multiple uploads to YouTube and the property diary will be uploaded. (Multiple links will appear in the property diary).

Android
Android has the ability to pause videos and therefore the mobile inspections app has inherited this feature. During a video inspection, if you need to pause the recording, move around the property and resume recording, this can be done multiple times. Once the inspection is completed you can submit and upload it to Youtube. A single link will appear in the property diary.

Newsletter Updates

If there are interruptions in services a newsletter will be sent to inform clients of the issue(s) and another will be sent once it has been rectified

If our newsletters are not being received a user can sign up for them here.

Job Vacancies

Client Support Agent in Upper Hutt – Read More

Client Support / Training Agent – More information coming soon.