FOMO – Feeling of Missing Out! This is one of the biggest fears that current-day customers have. They want to know everything that is happening from their brands. Surrendering to these demands, companies are now emphasizing having a status page on their web platforms. But what exactly is a status page, and why is it so important for SaaS companies? 

This blog will answer all your questions. 

1. What is a status page?
2. Why should SaaS businesses have a status page?
3. Qualities of a good status page
4. Different ways for SaaS companies to use status pages
5. Examples of status pages

What is a status page?

As the name suggests, a status page is a webpage used to communicate the current status of the system/ application. Status pages are a great means to update the users about system issues, live updates, scheduled maintenance or updates, downtimes, etc.

Status pages allow the users to access system performance information without the need to contact IT professionals. At the same time, a status page also serves as a page to engage with the customers and let them know the updates in real time.  

It must be understood that status pages are not just indicators; they also serve as windows providing transparency to the customers, so they don’t end up frustrated. Thus, they also act as vehicles driving customer trust and loyalty.

Since their creation, status pages have advanced significantly. These days, they have become an important aspect of business, especially for SaaS companies. 

Why should SaaS businesses have a status page?

Public status pages have become common these days. From basic blogs to e-commerce businesses, almost all businesses have them. However, status pages for SaaS businesses are much more than a communication tool. Their benefits stretch far beyond that.

Reduces frustration 

Downtimes happen! There is no denying that downtimes and system breakdowns cause customer frustration. The inability to access the platform and sitting in front of the system without knowing when the system would be accessible again… sure is frustrating. 

Status pages can bring down these frustrations as the users are updated about the issue beforehand. Along with the issue, most companies also provide the details of the issue and the tentative time of the system running again. This will not only reduce frustrations but will also save the user’s time.  

Cuts support costs

In light of an incident, downtime, and bug issue, the status page comes to the rescue as it communicates. As all the technical details are already on the status page and thus, users will get to know about the issue and will not panic-call support. 

Before status pages, the IT teams had to work with support staff to detail the customers/ users about the issue. But with status pages communicating, the number of tickets is significantly less. Thus, the need for IT teamwork as support is reduced. Thus, status pages save costs.  

Helps manage customer expectations

Some people believe that status pages highlight issues and negatively impact customers. On the contrary, highlighting the incident on the status page lets your customers know you care. 

At the same time, showing the details on the page is also a great way to manage expectations. The status page comprises the details of the incident along with the details of how long it would take to bounce back. Thus, it lets customers know where they stand and what to expect next. 

Qualities of a good status page

To be more effective, a status page should have the following qualities –

1. Should be able to convey the organization’s transparency to the customers. The status page must be clean and simple enough to bridge the communication gap and showcase the organization’s transparency. 
2. Be detailed. The status page is an effective way to communicate with customers. Keeping it simple yet detailed makes it more efficient.
3. Inform them about the services relevant to the users. Some status pages give away a lot of information about different service disruptions. However, not everything is relevant to all customers and can create unnecessary confusion. Here is where personalization comes in handy. A good status page should be able to offer information that is most relevant to them.
4. Includes the incident metrics and post-incident data. Including performance metrics on the status page is proven to boost sales. At the same time, including the post-incident data boost transparency and build trust.  

Different ways for SaaS companies to use status pages

Now that you have a good understanding of the what and whys of status pages let us discuss how to use them –

1. Notify all service disruptions

At their core, status pages are meant to convey service disruptions. When doing so, it is a good practice to include the time the problem started, what caused it, and the expected time for a revival. 

When explaining the issue, it is better to use simple language so your customers can understand it easily.

2. Notify scheduled maintenance/ updates

Status pages are a great way to inform your customers know about impending downtime. You could inform them about possible downtimes due to hardware updates or software updates in advance. This will prepare your customers in advance.

3. Give them a root cause analysis

Use the status page to give customers with a retrospective, a.k.a root cause analysis. Providing them with a detailed case of what happened, how the issue was fixed, and the measures being taken to ensurethe issue won’t repeat. This is a great way to prove that you take issues seriously and that you can take all possible measures to rectify them. 

4. Use in-app notifications

Having in-app notifications to indicate the incidents is very convenient. With this, your customers can know the system’s status beforehand. In case they want more details, they can just find them on the status page. 

5. Use emails or SMS to notify customers

You might have already created a status page on your website to communicate incidents. You can tie it with other systems like SMS, emails, or push notifications to get additional leverage to let them know about them. Adding a link that diverts them onto the status page can be an added advantage. 

Examples of status pages

Most B2B companies have a status page to communicate about their incidents. Here are a few examples that we loved. 

Shopify

Like everything about Shopify, we love their status page. With a clear list of all the components and design elements, Shopify has done it just right.

Vimeo

Vimeo, the video platform has a unique status page that makes it quite easy to check the system’s performance. It has an entire page dedicated to the components that impact the system’s performance. Apart from the aesthetics, the custom URL makes it a very good page.

Wistia  

Wistia is yet another video-sharing platform that has a great status page. Using customization, they made sure that the elements on their status pagealigned with their website’s look. 

The platform also has integrated metrics so users can easily access system metrics graphs . 

PureCloud

PureCloud, the cloud-based contact center, has a dashboard on its status page. The format makes it very easy and convenient for the users to know about the system’s performance. It also lets us know that the company puts customer experience first.

Concluding thoughts 

SaaS companies can benefit a lot from a status page. Global SaaS giants maintain them and benefit a lot from them. Intercom, Freckle, and Amazon Web Services are a few examples of companies that benefit from a status page. 

If you are a B2B SaaS company and have not implemented a status page yet, then now is the time for you to build one. Hope we have discussed it in the article. 

Let us know your thoughts on it. 

---