Customer Feedback on Support | March

9 April 2021   |   by David Louw

What are Palace customers saying about the support they receive when they need help with Palace?

Here are some of the comments received this past month, the good & the bad:

The team at Palace are both fast and efficient with any queries I have had. Being new to the accounting side of Palace, it has been tremendous help and support from the Palace team. I honestly couldn’t be where I am today with my business growth without the support of Palace as a top system and integral part of my business. Thank you. – Shadi

Palace helpdesk resolves our problems 100% of the time. The call back times are great. – Carolyn

Jessie was absolutely wonderful. I emailed my query, she got back to me real quick and sorted out my issue. She followed the instructions she gave me up with an email.
Jessie was very friendly and very helpful. I love dealing with people that are friendly and helpful. – Lunell

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 would also like to hear from you.

Sometimes it went too faulty and could not fix. eg. inspection report. – Yao.

Solution:

While the team are repairing the Inspection Report query that Yao has experienced there has been a newsletter released to inform our clients that the steps are: ‘Edit’, Report > Generate and once generated, click Save and Close. The report is now updated.

Response Times

The wait time to answer requests has climbed to a high of 88% 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.


Tips & Tricks from the Support Team

PC Tip

CTRL + BKSP:
Holding down the backspace button to delete multiple letters at once is such a waste of time. If you need to delete one whole word, hold down CTRL and Backspace simultaneously. To delete multiple words, hold down the CTRL button and continue to tap on the Backspace button until you’ve deleted everything that needs to go away.

Knowledge Base

Is the Knowledgebase not working out for you? Not able to find a solution to your query? Look no further! The Palace Support heroes are here to answer your queries. You may have noticed that our support team has been using Chat to assist with queries.

Mobile Inspection App

Palace Mobile App Icon

If you would like to know more about our new ‘pink’ Mobile Inspection app you can send a request to support.

Newsletter Updates

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