It can actually be embarrassing when your website goes down. In fact, traumatic at times.
It can be even worse when you don’t know what to do about it.
At such moments, you will have your clients, friends, employees etc – In fact everyone that gives a sh*t about your business calling you to complain that your website is down?
Naturally you will feel that potential cutomers will now see your business as incompetent. Afterall if you can’t maintain something as basic as a website, then how can they trust you to maintain something more complex?
The moment you get notified that such thing has taken place, confirm if the downtime is specifically for the person that notified you (maybe due to bad network connection), yourself or all your website users.
How do you do that?
Test your website on different internet downtime tracking platforms. You can visit either/both of these two websites
If the case is the same, don’t conclude yet, check with your mobile phone, ask close nearby friends to check as well.
Then after it has been confirmed that the site is down. That will take us to the second thing to do.
Contact your website hosting provider:
Definitely, your host must be aware of the problem if it is a server issue.
Let them update you on what the cause is, and suggest what should be done immediately. Most hosting companies have active livechat features so getting in touch with them will be very easy. Or you can raise a ticket which will usually be responded to within minutes.
It could merely be that your website went down because it has exceeded the alloted bandwidth limit for the month or that there was a traffic surge. In such case the hosting provider will ask you to upgrade and buy more hosting space.
It is very important they inform you how fast it could be resolved so you will know the next action to take; don’t forget what a minute offline can do to your business.
Sometimes, it may not really be a server issue. In such a case, there is little or nothing your hosting company can do for you. At this point, your website management team must have to come in.
It could be that your website has been hacked and all the web page files compromised.
This is why if you have a website, you must also have your web developer or web management agency on speed dial.
Communicate with your customers immediately:
This is very important because the moment your customers get to know that such thing is happening, it creates fear and panic.
So it is important to send message across to your customers via emails and social media platforms. Let them be aware that everything is under control.
In 2016 when MMM had downtime, they were constantly updating their users that
“The site is currently undergoing maintenance please don’t panic, everything is under control, your money is safe.”
What they were trying to do was to communicate to their users of what was happening – i.e. it was routine maintenance.
So communicating with your customers is very crucial so that you won’t have lose your customers’ confidence when the site is back online.
Keep your customers engaged:
This is a crucial thing to do when your website goes down.
You did a good job by keeping them informed about the current state of your site. However, make sure the business activities don’t halt with the crash.
While experts are resolving the issue with your website, find an alternative web platform so you can still be running your business. You can use your social Media pages to this.
The reason is to be able to retain your customers trust because its going to be a big blow if you are out if business for a long time.
Meanwhile always notify them on the progress of your website. It will even be better if you can give them a date that the site will come back online.
Website crash is an unexpected event that can happen to any site owner, so it is advisable to monitor your website regularly. You can install uptime trackers such as Pingdom or Uptime Robot to help you detect and alert you the moment your website goes down
Most importantly always carry out routine backup for your site data so that you won’t have to cry over spilt milk when your website goes down.