SlimbotIf your website or system goes down, or if there's news about a breach, questions come in simultaneously: on WhatsApp, by e-mail and by phone. Those without an overview then answer the same question three times and miss the urgent ones. Here's how to prepare, even without a large organisation.
Why it goes wrong
Customers choose the channel that feels fastest. One asks via app, another calls, a third e-mails. Without a shared inbox, no one knows who already received an answer. Moreover, the answer differs per colleague, and that creates distrust in a hectic situation.
Five steps you can take now
- Write a status text. Two or three sentences: what's happening, what we already know, when customers will hear from us again. Only write what's certain and be honest about what you don't yet know.
- Bring all channels together. Put WhatsApp and e-mail in one shared inbox, so you can see who has answered what.
- Set an automatic reply. A fixed text that repeats the status message, see set automatic replies. That provides calm and saves you the first round.
- Catch missed calls. Those who can't get through will call back. See catching missed calls.
- Label what is urgent. Set aside questions about damage, payments or personal data. Those are answered by a person, not an automated system.
What an assistant should and shouldn't do
| Situation | Assistant | Human |
|---|---|---|
| When will it be resolved? | Provides the status message | Updates the text |
| Question about personal data | Notes and passes on | Answers itself |
| Complaint or damage | Confirms receipt | Gets in touch |
| Practical question (opening hours, directions) | Answers from your knowledge | Only exceptionally |
An example of a status text
EXAMPLE · Customer asks about the status
Check own website
If the questions are caused by a leak or outage on your own website, it helps to have it checked yourself. Read what's happening in PHP leak and Slimbot or view the PHP leak check & fix.
Frequently asked questions
Can an assistant answer all my customer questions after an outage?
Practical questions and status updates yes, based on the text you provide. Complaints, damage and sensitive questions you leave to a human.
Do I have to keep adjusting the status text?
Yes. Keep one place where the current message is, so that all channels say the same thing.
What if my WhatsApp number cannot send an automatic reply?
Then use a welcome or away message, or a shared inbox where your team can quickly send the same text.
Read more
Keep overview when it gets busy
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