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3 Tips to Effectively Communicate With Consumers When Website “Down”


There is no perfect man-made product. This has become a law of nature, including in the technology sector of course. As good as any website management, the possibility of something unwanted is still there. Let alone a small, classmates Google, Facebook, Twitter, Apple, just had to face the down alias paralysis website.

Cause of down website can be various. For example, the hosting service provider is disappointing, the failure of the system used or could be a victim of a cyber attack, such as attackDistributed Denial of Service (DDoS). Based on data from the second quarter DDoS 2017 Trends Report from Verisign, the industries that are the main target of DDoS attacks are the Information Technology (IT) industry and the financial industry.

Businesses, in general, are also vulnerable to hacking and hacking that keeps websites down. Still fresh in the memory when hacking of Telkomsel website in April 2017 ago. The hacking not only pollutes this brand openly but also paralyzes the company’s web for several hours. This example is only one of the many attacks that occur from a new type of malware.

In such a situation, the customer may not be able to access the company’s web. So that will disappoint and often make them reluctant to return to visit him. So, what to do when website down? After fixing the technical problem, how to improve reputation? Here are three tips from Verisign telling tips if a time your website has problems.

website down

1. Be Honest

It is heavy and may be potentially bullied. But the most important thing to do is tell honestly about what is going on. If you experience technical issues, notify customers via the message on the website, and also let them know what is being done to fix the problem.

If the website becomes a victim of cybercrime, it is mandatory to notify customers that their data is at risk. In the case of a hacker attack on the Telkomsel site, the telecommunications company apologized to customers for the inconvenience they experienced, as well as providing information on what customers can do to gain access to their products and services.

2. Reach the Audiences

After knowing that the website is not working properly, the customer may be reluctant to visit it again. If you have a distribution email list, send a message that contains details about the issue and also tell them when it can operate again. Social media can also be a good medium for disseminating information to the public.

3. Give Something to Attract Customers

If customers have bad experiences, it’s good to persuade them to return to the website by offering special offers. Email customers with voucher codes that they can use when they visit the website. This will help restore consumer confidence and bring them back to the website.

The most important thing, an error is something commonplace, but to note is how to respond to these errors. If you can handle this process well, your company or business will have loyal customers who will always return to the website.

This post is also available in: idIndonesia (Indonesian)

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