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What are the top SaaS outage communication best practices?

Daniel Coullet
Daniel Coullet VP SupportFounding Member, Founding Analyst | Scholar ✭✭
edited May 2020 in Service & Delivery

Qlik is transitioning to SaaS first and I am looking for best practices to manage communication to internal and external stakeholders. With COVID-19, communication is becoming a key factor of success so any help would be very much appreciated.

Best Answers

Answers

  • Daniel Coullet
    Daniel Coullet VP Support Founding Member, Founding Analyst | Scholar ✭✭

    Courtney, thank you for your answer, this is very interesting. Would it be way to follow up on this conversation in a 1:1?

  • PatrickCarmitchel
    PatrickCarmitchel VP Product Management TSIA Administrator | admin

    @Daniel Coullet you can reach out directly to have a private discussion using the messaging feature in the upper right of the community header.

  • Melanie Gallo
    Melanie Gallo Senior Director Founding Member | Scholar ✭✭

    I work for a SaaS company as well. For internal communications, we use Slack. There are different channels related to standard product updates, release notes, or issues (based on severity level).

    Communications to customers depend on the issue/outage. Some updates are posted in our notification center near the users icon picture (much like this site) and some are posted directly in the product using an in-product messaging tool (like pendo, walkme, whatfix..). Often email comms are also sent.