QuackbackIncident Communication
Incident communication is how a company keeps customers informed while something is broken: acknowledging the problem, posting regular updates, and explaining the fix afterwards. Done well, it protects trust even when the outage itself can't be avoided.
What is incident communication?
Incidents are technical problems. Incident communication is the customer side of them. It covers who you tell, where, how often and in what words, from the first sign of trouble to the post-incident summary.
The basics
Acknowledge early. A short "we're investigating reports of slow page loads" within minutes is worth more than a detailed update an hour later. Say when the next update will come, and keep that promise even if there's nothing new. Write for customers: what's affected, what they can do, and what you're doing.
Channels and templates
Post on your status page first, then point every other channel at it: an in-app banner, a reply macro for the support team, a social post. Prepare templates for common incidents so the first update doesn't wait for someone to find the right words.
After the incident
Resolve it publicly, then follow up. For significant incidents, publish what happened, why, and what you're changing. Reply to the customers who wrote in during the outage, so nobody is left with an open question.
Incident communication in Quackback
In Quackback you post an incident on the status page, add updates as it develops, and reuse incident templates for common problems. Subscribers get email and in-app notifications when an incident is created or maintenance is scheduled, and the RSS feed carries every update. The AI agent can check the live status page when customers ask, and tracker tickets let your team update every affected customer ticket at once.
Common questions
What is incident communication?
Incident communication is how a company keeps customers informed during an outage: acknowledging it quickly, posting regular updates and explaining the fix afterwards.
How often should you update customers during an incident?
Set a cadence in each update, such as every 30 or 60 minutes, and keep it even when there is nothing new. Silence is what makes customers contact support.
Have another question? Talk to the team.