Shift left is a principle that focuses on sharing your service and support desk’s knowledge within your organization and in time, with its clients, customers and end-users.
The basic idea behind shift left is simple.
Once a service desk has a knowledge sharing practice in place, they can easily shift their knowledge even further left towards the customer.
In other words, offering our clients access to documented solutions, and helping them solve simple problems independently.
In the case of real-time status updates and service-related notifications, we’ll soon be introducing the new ‘W2 Status Page’.
Such publicly facing status pages help us further build customer trust and showcase the reliability of our platform with historical uptime and performance timeline of our services.
The aim being, to list any and all issues which may be affecting our customers’ service.
We will be giving a brief rundown of the situation or problem we have encountered and state what we are doing to resolve it. We also keep this page updated as the situation unfolds, giving updates and more information as we get it, on a service by service basis.
We take our obligations to our client very seriously, and our new Status Page is just one way in which our service and support offering reflect this.
There are a lot of benefits to having one that extend far beyond “just communicating status’. They reduce the possibility of customer frustration.
They also increase customer confidence & help manage expectations.
With testing now in its final stages, we’ll also be using the W2 Status Page messaging capabilities to inform you directly of service disruptions, planned or possible outages as well as provide retrospectives (also called Root Cause Analyses).
Such notifications via email will proactively notify our clients as and when things happen.
More to come on this in the coming weeks.