website downtime monitoring

Why Website Downtime Frustrates Customers and How to Keep Them Engaged

Downtime- a Doom for Your Business

As businesses increasingly rely on their websites to connect with customers and drive revenue, website downtime has become a major concern.

Not only can it cause lost revenue and damaged reputation, but it can also lead to frustrated customers who may never return. In fact, a recent survey suggests that more than half (53%) of customers who shop online have an expectation that e-commerce pages should load within a maximum of 3 seconds, if a website takes longer than 6 seconds to load, 50% of visitors are likely to abandon it. This makes getting the app and website downtime monitoring and performance tracking tools more essential than ever.

It’s not rocket science to figure out why your business is destined for doom if your website/app experiences frequent and prolonged downtime, especially without a heads-up.

Why Website Downtime is Frustrating for Customers

Website/app downtime can have a significant impact on businesses, particularly in today’s digital age where customers expect instant access to information and services.

When a website/app experiences downtime, it can lead to a range of negative consequences for both the customer and the business. Customers may feel frustrated and inconvenienced, potentially leading to lost sales and a damaged reputation.

Here are some of the reasons why downtime is frustrating for customers:

Loss of trust

Website downtime can erode trust in your brand, as customers may perceive it as a sign of unreliability and unprofessionalism. They may also feel that their personal information is at risk if the website is down due to a security breach or hack.


If a customer is trying to make a purchase, access information, or complete a transaction on your website, website downtime can be a major inconvenience. It can disrupt their workflow, cause delays, and lead to frustration.

Perception of poor customer service

Customers may perceive website downtime as a lack of care and attention to customer service. They may wonder if you are aware of the issue or if you are doing anything to fix it.

Negative impact on SEO

Website downtime can also have a negative impact on your search engine optimization (SEO) efforts. If search engines detect that your website is frequently down or has slow loading times, they may lower your ranking in search results, making it harder for customers to find your website in the first place.

How to Keep Customers Engaged During Website Downtime

Dealing with an unexpected outage can be tough for a business. You will not only have to coordinate with different departments to expedite bringing the site/app back but also have to deal with a gamut of angry customers.

Here are effective strategies to keep their customers engaged during app/site outages:

Provide timely updates

When your website experiences downtime, it’s important to communicate with your customers in a timely and transparent manner. Provide updates on the status of your website, what caused the downtime, and what you are doing to fix it. This can help to reassure customers that you are aware of the issue and that you are taking steps to resolve it.

Create a thoughtful downtime message for website/app that shows you care.

Offer alternatives

If your website is down, offer customers alternative ways to access your products or services. This could include providing a phone number or email address for customer support or redirecting customers to a temporary landing page with basic information and a message that your website will be back up soon. This not only shows that you care about their experience, but it also helps to maintain their interest in your business even when your website is experiencing downtime.

Personalize your response

According to a study, 71% of consumers anticipate personalized interactions from companies, and when this expectation is not met, 76% of them experience frustration.

When communicating with customers during website downtime, personalize your response to show that you care about their experience. Use their name, acknowledge the inconvenience, and thank them for their patience. By showing that you value their business and that you are committed to resolving the issue, you can help to build trust and loyalty with your customers.

Proactively address issues

Rather than waiting for website downtime to occur, take a proactive approach to address issues before they become problems. Regularly monitor your website for performance issues and security threats, and take steps to address them promptly. When you monitor network uptime with astute tools, you are staying ahead of potential problems to prevent website downtime and minimise the impact on your business and customers.

Optimize website performance

According to an analysis, 82% of the studied websites have issues significantly affecting their performance.

To minimize website downtime and keep customers engaged, it’s important to optimize your website’s performance. This includes regular testing and optimizing website speed, ensuring that your website is mobile-friendly, and making sure that all links and pages are working properly.

By providing a smooth and seamless experience for your customers, you can not only reduce the likelihood of website downtime but also improve customer engagement and satisfaction.

Protect Your Business, Keep Your Customers Happy: Awakish’s App/Website Downtime Monitoring Tools Have Got You Covered!

Website downtime not only results in lost revenue but can also damage a company’s reputation and drive away customers. That’s why it’s essential for businesses to have a reliable downtime monitoring service to ensure that their website is always up and running.

This is where Awakish comes in. Awakish offers an advanced yet easy-to-use website/app suite of tools to monitor their website’s uptime and performance. We make your unattended app/website downtime a history with our tools.

With Awakish’s real-time website monitoring and app tracking tools, businesses can receive real-time notifications whenever their website experiences downtime or performance issues, allowing them to address the issue promptly and minimize the impact on their customers.

Moreover, our monitoring services also offer businesses the ability to provide timely updates to their customers during downtime. By keeping customers informed about the status of their website, the cause of the downtime, and what they’re doing to fix it, businesses can maintain transparency and build trust with their customers. Update the website without downtime issues and keep your business growing!

Get in touch now and experience advanced monitoring made easy!