Incidents
Say something before they ask again.
The volume of an incident is driven less by the fault than by the silence after it. A short honest update at the right moment prevents most of the second wave.
Posted to every attached case
One update reaches every affected customer through the channel their case is on, and appears on their portal.
Templates that are not weasel words
What is broken, who it affects, what you are doing, when you will next update. "We are aware of an issue and working to resolve it" says nothing and everybody knows it.
The next update time is a commitment
Promising an update in an hour creates a tracked promise. Incident updates that stop arriving are worse than not promising one.
Incidents
The rest of this area.
Group related cases, communicate once, close them all together.
Spotting the cluster
Similar cases arriving together, flagged as probably related.
Who is affected
Everyone hit, including the ones who have not written in.
Public communication
A status page for people who have not written in.
Telling everyone it is fixed
One action closes the loop with every affected customer.
When it happens again
Repeated incidents pointing at one root cause.
Take better care of every customer.
Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.
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