Checklist: A Checklist for Sustaining Customer Experiences During Digital Disruptions

During outages and major incidents, customer service and support teams play a crucial role in the incident management lifecycle, addressing customer concerns, escalating issues to first responders, keeping internal stakeholders informed, and working to restore services.

The checklist provides actionable steps for customer service teams to take before, during, and after incidents to maintain customer trust and business continuity.

You’ll learn how to:

• Foster effective collaboration between customer-facing and backend teams.
• Streamline incident reporting with customer service platforms for faster updates.
• Set up automated status updates for customers and internal stakeholders.
• Conduct post-incident reviews to identify areas for improvement.