Internal communication: keeping your team aligned #

Jumping into an active software incident is like being dropped into a high-stakes escape room where the clock is ticking, the lights are flickering, and half the team has different pieces of the puzzle. Reliable communication systems are a must-have when managing incidents and being prepared to update customers. 

Here are some standard tools used by teams to communicate about incidents internally:

INTERNAL INCIDENT COMMUNICATION TOOLS #

External communication: Keeping your customers informed #

As a customer, encountering a software incident is like being stuck in traffic on a busy highway without knowing what’s causing the jam or how long it will last. Frustration builds as you watch the clock tick and wonder if you’ll ever reach your destination. The difference between a terrible and tolerable experience lies in the information you receive. 

The same goes for customers encountering issues with your product or service. The longer they wait for information, the more frustration builds. You can easily keep your customers in the loop with the right tools and processes.

Below are some popular incident communication tools used by teams to communicate externally:

Status pages are critical incident communication tools #

Status page tools like Sorry™ are versatile platforms that enhance internal and external communication during incidents. Internally, they act as a centralized hub for organization-wide visibility, ensuring everyone stays in the loop about the incident’s current status.

Externally, they provide customers and stakeholders with transparent, real-time updates, deflecting inbound support tickets and building trust through proactive communication. 

With Sorry™, you can enable customers and stakeholders to subscribe to notifications directly from your status page and embed your system status directly into your web UI.