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Customers are the most expensive website monitoring devices you can have

by / Tuesday, 26 April 2011 / Published in Web Monitoring

It is a myth, but we still hear it from webmasters: We’ve got things covered. We’ll just respond to the few customer calls as they come in. Organizations that depend only on infrastructure monitoring tools (e. g.Nagios, Zabbix, Zenoss, MRTG,..) for insight into the end-user experience are likely to develop a false sense of security. According to a survey conducted by IDC, these tools detect only 18 percent of service disruptions, whereas 42 percent are reported by customers calling into the help desk.*

Of course, by the time the customer calls in, the damage is already done. By finding ways to focus more effectively on the experience of the end user, IT can be far more proactive while reducing expensive calls into the help desk

*(Source: October 2007, IDC #209092, Volume: 1)

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