In the digital landscape of 2023, transparency and communication are pivotal pillars for building and maintaining trust with your user base. As your online operations expand, so does the imperative for clear, transparent, and proactive incident communication. A well-designed status page not only keeps your users informed during downtimes or technical issues but also reinforces your brand’s commitment to openness and quality service.

Maintaining high customer satisfaction is one of the most important parts of running a business, and part of keeping your customers happy is keeping them updated. This is especially critical for e-commerce or other digital services businesses, as some customers may not think they are as transparent as in-person stores. Status pages provide real-time and accurate information on the health and performance of your online services.

For most businesses, managing major incidents can be intimidating. With a swarm of information coming from different directions, keeping things organized and maintaining clear, effective communication is tough. It only gets worse when there's no defined process to follow. This disorganization confuses everyone, delays responses, and increases the incident escalation rate. Enter the incident commander (IC).

It’s exhausting, right? Having to repeat instructions or answer the same questions whenever your incident response teams experience a problem. At first, it may have been exciting — it was fulfilling to answer these questions and help your teams solve minor security alerts. You were the hero! You went ahead and documented all this information. But as your company grew and your attention was needed in other areas, these questions and issues started to lengthen incident response time.