For U.S.-based sporting goods store owners, a BigCommerce outage can feel like watching a game-winning goal slip through your fingers. Alongside frustrated customers, downtime means lost orders, revenue, and possibly trust. According to stats, downtime for small to medium businesses costs an average of $8,000 per hour. If you’re running an online store, especially during peak seasons, even a short window of unavailability can be costly.
Downtime is a fact of life with any technology platform, but the good news is that you can manage it and prepare to reduce its impact. Below, we’ll walk you through solutions to act on today and strategies to guard your store against future outages.
What causes BigCommerce store downtime?
How does downtime impact sales revenue?
What should I check during a downtime?
How to inform customers about outages?
Can I redirect traffic during downtime?
How to use downtime to improve my store?
Which tools monitor store uptime?
How to prevent future BigCommerce downtime?
Should I diversify my sales channels?
What’s the best way to back up store data?
Why Does Downtime Hurt My Business?
Downtime occurs when your site becomes inaccessible due to server issues, maintenance, or platform glitches. While BigCommerce is known for being a reliable platform, disruptions happen to everyone. When they do, the consequences can quickly pile up.
- Lost Revenue
Sporting goods retailers depend on consistent sales momentum, especially during high-demand times like summer outdoor seasons or a big sports event. If your store is offline at the wrong moment, potential customers might head straight to a competitor. - Frustrated Customers
Shoppers expect immediate access. An unavailable store usually translates to a bounce to another site, often one that’s just a Google search away. - Weakened Trust
Frequent downtime can make your brand seem unprofessional or unstable, eroding customer loyalty and confidence.
Quick Actions to Take When Your BigCommerce Store Goes Down
Step one during downtime is all about limiting the damage. Here are some practical measures to get you back on track.
1. Find the Source of the Problem
Not every outage originates from BigCommerce. Start by:
- Checking BigCommerce’s status page to see if there’s a known platform outage.
- Using monitoring sites like “Is It Down Right Now” to identify widespread issues.
- Contacting BigCommerce support for clarity and a resolution timeline.
2. Keep Customers in the Loop
Silence only fuels frustration. If possible, update your customers with a simple, professional message via email, social media, or even on-site banners. Something like, “We’re experiencing technical difficulties but expect to be back shortly. Thank you for your patience!” ensures transparency.
3. Redirect Traffic to Other Channels
If your site is down, redirect your customers to other active sales platforms, like Amazon, eBay, or social media shops, where they can still purchase items while you work on resolving the issue.
4. Leverage the Downtime
Use the inactive period productively to:
- Check your inventory or categorize products.
- Enhance product descriptions or photos.
- Plan upcoming promotions or refine SEO strategies.
5. Reassess Hosting Needs
If hosting capacity is a recurring issue, it might be time to evaluate BigCommerce’s enterprise options for high-traffic setups. These solutions often include better support and performance guarantees.
Long-Term Strategies to Prevent Downtime
Prevention is better than scrambling mid-crisis. While no solution eliminates all risks, these proactive tips will reduce the chances of major interruptions.
1. Diversify Sales Channels
One of the smartest moves you can make as an online store owner is to expand your reach. Add sales platforms like Walmart Marketplace, Google Shopping, or Instagram Shopping. This way, even if one channel experiences downtime, others remain open to your customers.
2. Develop an Outage-Response Plan
Imagine yourself as a coach with the game plan ready before going live. Outline steps for downtime responses, including:
- Notifications for customers.
- Communication materials like prewritten emails or social posts.
- Team assignments for addressing customer concerns quickly.
3. Set Up Monitoring Systems
Performance-monitoring platforms like Pingdom or UptimeRobot keep a close eye on your site. They alert you the moment your store goes offline, allowing faster action.
4. Backup Store Data Regularly
Backups are your safety net. Schedule regular data backups covering product descriptions, orders, and customer info. If the worst-case scenario occurs, these backups help you restore your online store faster, minimizing downtime.
5. Evaluate Third-Party Apps
Extensions and apps can improve your store’s functionality but also introduce vulnerabilities. Keep your list of plugins lean and perform regular checks to avoid outdated or unnecessary apps becoming liabilities.
Rebuilding Trust Post-Outage
Even the best brands face downtime; what matters is how you handle it afterward. Once your store is back online, take steps to ensure your customers feel valued.
- Apologize and Offer Promotions
Customers appreciate gestures of goodwill. Consider offering free shipping, slight discounts, or loyalty points as a way to thank them for their patience. - Gather Feedback
Use the downtime as an opportunity to ask customers for their insights or frustrations. Their feedback might uncover weak spots or opportunities for improvement in your process. - Review Your Plan
After you’ve handled the situation, evaluate what went well and what could improve next time. Preparing your team now minimizes any surprises in the future.
Final Thoughts
When your BigCommerce store experiences downtime, it’s important to act fast but it’s even more crucial to plan ahead. By diversifying your sales channels, backing up data, and monitoring your site’s health, you can minimize the impact of outages. Equally important, how you communicate with your customers during and after downtime can make all the difference in retaining their trust.
Start implementing these strategies today, and you’ll be one step ahead of whatever challenges come your way. As a U.S. sporting goods online store owner, ensuring your store’s reliability isn’t just about protecting sales; it’s about giving your customers the confidence to keep coming back for their gear every season.
