Bridging the gap between Engineering and Customer Support during incidents

Customer trust and satisfaction are crucial for any business's success. During incidents, effective communication between Engineering and Customer Support can help maintain customer relationships and even turn negative experiences into positive ones. By providing context, explaining actions taken, setting expectations, guiding customers on what to do, and committing to regular updates, businesses can build loyalty and trust with their customers. Companies like Monzo, Cloudflare, and Slack have demonstrated successful communication strategies during incidents. To streamline this process, a Zendesk integration has been developed to keep engineers, support agents, and customers in sync.