Customer Feedback on Support | October

Customer Feedback on Support | October

Palace Tip: 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?

Cannot find a solution in our knowledgebase? Look no further! The Palace Support heroes are here to answer your queries.

Some of the comments received this past month:

happy2

They have always willingly assisted and reassured with every time I reach out great service - Gail

happy2

The operator was friendly and helpful, solved the issue really quickly and even followed up the next day - thanks Palace!. - Anna

happy2

Great support from the team at Palace! Always get a prompt response and solution. Keep up the great work team and thank you! - Claire

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.

oops100

I had to manually print out my inspection letters as I couldn't email them. I was told that this is happening at busy times during the month. - Raewyn

Solution:

Unfortunately at the time Raewyn wanted to print her inspections, the number of queries the system was dealing with spiked and some internal services would not respond fast enough, therefore a manual print was a workaround.  However, with these particular issues, systems are being upgraded (since then and all the time) so that this particular issue should not repeat itself.

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Response Times

palace quick response time3

The wait time to answer requests has climbed to a high of 89% 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.