Provide an option to report errors
On the top menu have a "report a problem" option. When a system error opccurs it is extremely difficult to inform you about it, you should make it easier for customers to help you. They face a problem, they report the problem immediately, it is logged and you monitor the logs and take action. Your Status Page show everything fine yet I am unable to process payment, I go to down detector and find others have same problem... this should be visible in the site and customers will make life easier for you and visibility of issues makes it easier for customers.
Alan
shared this idea
-
Brian Bauckham
commented
Failures with error codes displayed, it should be possible to report them directly via some place to click. If this was monitored for a flood of clicks (by multiple users), you could have it raise an instant amber or red alert to your IT team, giving you the speediest way to pick up on site issues impacting large volumes of customers. This would also raise customer satisfaction to know that such errors are picked up and resolved speedily. or at least showing in your site status report. Nothing worse than knowing there is a problem impacting basic ability to use the site and your status tracker reporting all green..