Thursday, May 19, 2016

5 ways to promote your status page with your customers.

Having your statushub in place, looking fabulous, being uber tuned and connected to your monitoring services is great. In all sincerity, well done. You're currently a customer experience boss. But (you knew that was coming right?) having something as awesome as your statushub is one thing, making sure people use it is another. So, we've five great ways for you to promote your statushub with your customers.

1. On your support phone IVR.
This is a great way to let people know at all times where they can find your status page for updates, especially if this is a reason they are calling. You're helping to prevent a call during busy times.

2. At the end of support calls.
When your support or customer care/success/service team are ending calls, they should ask people if they want to be subscribed to your statushub, & take the email address & phone number there and then from the customer to add them to the service. If you bake this into your service process, those 10% or so of your customers who call you will be captured and in the loop to help reduce the number of future calls about service interruptions, maintenance windows or outages.

3. In your support emails.
There's a temptation from us all to include links in the bottom of our emails as part of templates and call it a day at that. But, if you display it prominently in your support emails (if they're HTML enabled), the best places to put it include your autoresponder for the initial emails and when you receive emails around availability issues to let customers know it exists.

4.  Promotional emails.
When you are sending around promotions to existing customers where a prize is involved, or an upgrade discount is involved, promote your statushub alongside the discount.

5. Chat services.
Where you use chat services on your site/web app whether that's Zopim or Intercom, Using this service is a great way to promote your status page when you're interacting with your customers whether it's as part of the hold message, or as part of the closing-message. We'd suggest you use both as alot of users will terminate chats before you get to do your signing-off as they've gotten what they need, but you can use it in any follow-up messages whether e-mail or in-app arising from the chat service you've provided.