The Importance of Status Pages in Communicating with Customers

Wondering what status pages customer engagement is? Here’s the gist. With a status page, you can easily communicate incidents to your customers. It also allows you to schedule maintenances and sort out downtime issues as well.

There are several reasons why you need to make use of a status page. We will be discussing some of these in this post. Before then, let’s first explain the idea of a status page.

What is a status page?

Have you tried working on your computer or smartphone and you couldn’t achieve anything because of hitches? We all have an idea of how frustrating it is to try to figure out exactly what is happening. Finally, you are left with no option but to call on your service provider. When you do, you discover that you aren’t the only one suffering the issue.

This is where status pages customer engagement comes in. With a status page, it is very easy and quick to communicate with your clients and employees. This page makes it possible to display the required data about the performance of your system. With this, it is easier for your users to access desired information very quickly.

One of the good things about status pages is that your users don’t have to reach out to your IT team. This system also makes it possible for you to provide updates about glitches in real-time. With this, it is easier for your IT team to notify your customers of the current situation.

In other words, your status page is a tool of mass communication. It helps you to gain trust as you can easily reassure your customers to reduce their frustration. More than anything else, it eliminates the extra one-on-one communication which, in turn, saves time.

status page screenshot

How to use a status page

Now that you know what status pages are, how do you deploy status pages customer engagement? There are several ways and we will show you how companies make use of this tool.

Let’s not forget that the primary goal of using status pages is to communicate incidents to customers. However, you can also use status pages to deliver system data regardless of the state of the system. The idea is that your status page should show the current state of your system. It means that it should show both downtime and uptime activity as well as provide data for an array of services.

Companies mostly deploy status pages when they are experiencing downtime. This way, their IT staff can inform customers of what is going on and how they are working to sort it out. The major effect of this is that it saves you from the distraction of receiving calls from numerous customers.

Status pages aren’t only beneficial for disclosing your system status to customers, it is great for employees as well. Employees should always be abreast of the condition of the essential systems. This way, it is easy for them to respond to customers when necessary. With status pages, you can show how transparent your system is, improve relationship management, and increase user confidence.

Benefits of using status pages

We guess that by now, you should have a clear idea of status pages customer engagement. The question that begs an answer is this, “why should you use status pages?” In this section, we will look at a few benefits of using this transparency tool for your business.

Reduces support costs

This benefit accrues to both the business and its customers. With a status page, customers hardly need to make use of support tickets. This is because the page already sends text messages or emails to customers when there is an issue. It also informs your support team about such problems just in case some clients still want to call in.

As such, your business can redirect funds to be used in building a large support team into something else. Support tickets will also cost your business. But with a status page, you can reduce this cost to the barest minimum.

Helps you to build trust

One thing every business owner must know is that customers always want to know about your business. They never want to be left in the dark about your on-goings. Once they are having issues accessing your website, they’ll begin to develop worry.

With a status page, you can show them how reliable you are since you inform them about your downtimes. It also helps you to show them how much they can rely on the different aspects of your business. This is majorly because status pages customer engagement oozes transparency. The result of this is that your customers will develop more trust in your brand.

Creates positive experiences out of negative ones

Let’s be sincere, it is never fun to experience outages, both for the business and its customers. Another thing that we must say at this point is that incidents don’t happen very often. However, when they happen, what do you do?

You must be prepared for outages before they occur, hence the need for status pages. The instinct of most customers when they experience outages on your platforms is an outburst. They want to put a call through to express their disappointment and may even get abusive.

When you have a status page ready, you can create a positive experience from the already negative one. How? The status page sends your clients messages via text and email to inform them of the outage or downtime. As such, they don’t have to get surprised about the occurrence, the messages would have quelled their anger.

Don’t forget that customer experience is one of the most important aspects of business today. With your status pages, you can create positive customer experiences. In the end, you get the same result we have discussed all through this post, increase trust.

Real-time updates

Customers that experience downtimes will always be agitated. They will have lots of concerns and questions. If there are no updates, soon they will become frustrated. Without a status page, you can bet that they will get more agitated.

This is because your phone lines will be jammed with loads of calls. Many of your clients will have to wait in line before speaking to your support team. It implies that your attention will be directed towards soothing your agitated customers instead of fixing the problems.

However, with a status page, the reverse is the case. It gives your customers real-time updates on what you are doing to fix the impending problem. They receive relevant information about the fixes that are going on. With this, you can abate their agitation and reduce their frustration as much as possible.

Overall, status pages will ensure that you create the right impressions on your customers. It also ensures that you maintain their trust regardless of how long the downtime lasts.

Conclusion

With status pages customer engagement, you can gain total control of your downtimes. It allows you to gain trust by providing them with real-time updates during downtimes. It also ensures that you give your customers a heads-up once you have a challenge with your platform. Do you have any questions about status pages? Drop them in the comments section below.


About the Author

Maria De La Pena is a content writer for the unlimited graphic design service Delesign with a keen interest in eCommerce and internet marketing. She is a communications graduate and understands what it takes to write persuasive copy and blog posts. Outside of work, you can find her mini-blogging about her life on social media.

 
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