Downtimes are a part of any business, and keeping your customers informed during such incidents is crucial. Keeping them updated with a status page allows you to reduce their worry and frustration.
Additionally, it lowers the volume of support tickets obtained, allowing the business to concentrate on resolving the problem. Further, by being honest, you help to develop trust.
Increased Customer Satisfaction
When business users and customers can communicate with the company during an outage, it creates an immediate feeling of trust. It helps reduce support ticket volume as the team can focus on resolving issues instead of answering an avalanche of emails and calls.
A service status site enables businesses to be transparent with their customers during an outage or maintenance event by showing the current operational status of all services. It also allows them to share incident updates clearly and concisely, with the option for subscribers to be automatically updated via email.
Many of the leading status page tools allow businesses to categorize services based on their functionality rather than how they are internally structured, which provides a more user-friendly way for them to explain what is going on with their service. This approach makes it easy for the company to break down complex services into smaller components that they can more easily update during an incident.
In addition to being an excellent communication tool during outages, Status pages can deliver system data even when things run smoothly. For example, businesses can use a tool like Hyperping to display performance metrics such as response times and uptime percentages on their status page, which is especially helpful for building customer trust.
Reduced Support Ticket Volume
When your company experiences downtime, users flood your support team with tickets. These tickets eat up the time of your customer support agents, leaving them with little time to devote to other important tasks like fixing the problem at hand. A simple status page can help deflect these tickets, giving your customers the information they need to contact you on other channels.
While a status page primarily communicates service disruptions, it can also deliver valuable system data even when everything works as intended. This way, your customers can be informed of upcoming maintenance events for their end-user properties.
Providing your customers with self-service knowledge can help you reduce your support ticket volume and improve user satisfaction. However, ensuring that your knowledge base content is quality and fluff-free is vital. Your consumers will have an easier time locating the needed solution, which will lessen their annoyance and the number of support tickets.
An SLA is a great way to establish customer expectations and ensure they are being met. However, installing the right expectations can be tricky. For example, if your team’s priority is to respond within 4 hours, but your average customer wait time is 8 hours, it may be a sign that your SLA needs to be adjusted.
The key to ensuring your SLAs are working as well as possible is identifying the root cause of problems and using them as an opportunity to improve your services. You can do this by analyzing your net promoter score (NPS), which allows you to track how customers respond to your services and identify your brand’s strengths and weaknesses.
Making a status page that conveys the current availability of your goods and services is one of the finest methods to enhance your SLAs. It can help lower the volume of tickets from angry clients and boost brand credibility.
To create an effective status page, you need to get your internal teams on board and provide them with clear expectations about your services. Start by establishing expectations with your team and then bring in other stakeholders such as business partners or customers. By allowing them to subscribe to incident updates, they will be prepared to expect outages, and you can streamline communication by only emailing those who want it.
Increased Brand Trust
In the tech industry, brand trust is a crucial indicator of whether or not your customers will stick with you. A transparent incident management plan, including a status page, is the best way to build and maintain that trust.
A status page displays real-time uptime data and lets users know you’re on top of things when something goes wrong. It also helps to set the right tone by showing you’re proactive about addressing outages rather than reactive. It makes customers feel you care about your business and their satisfaction.
When you have a status page, it’s easy for people to find the information they need during an outage or scheduled maintenance event. It prevents them from having to call your support line or fill out a support ticket, reducing your team’s stress and increasing customer happiness.
It’s important to note that while a status page will provide transparency and reduce calls to your help desk, it won’t eliminate them during unexpected outages. The truth is that every technology user knows services go down occasionally, and you’ll have to respond to users who reach out to you directly. However, the number of support tickets you receive will be significantly reduced when users can easily find what they need on your status page.