What to do to retain users when there's instability on my platform?
There are several options.
It is possible to create a first-level (N1) content to provide visibility to customers:
“We are aware of an instability caused by X, Y, and Z that is affecting your access to the platform. We are already working on normalizing the situation, with an expected resolution by tomorrow, at Xh.”
This works best when the instability is localized. There is a risk of causing false positives in communication or that
the message isn't used as much.
Another alternative is to place the message in the Greeting
This is better when the instability is widespread. It sets a direct tone for the customer and allows them to decide how
to proceed.
The best option is to display a direct warning message on the website
This will prevent some customers from even contacting Claudia and generating tickets. However, it might take longer due
to the request to the internal engineering team.