USE CASES
Stop wasting 30-45 minutes on initial communication.
Get back to fixing the problem.
Comm Hero solves the split-focus problem: engineers stuck writing emails when they should be restoring service, and stakeholders left in the dark waiting for updates.
The Communication Crisis During Incidents
Without Comm Hero
- • Engineers discover issue at 2pm
- • Spend 20-30 minutes crafting different messages for different audiences
- • Executives learn about outage from customers
- • Support has no talking points for incoming tickets
- • Vendors aren't notified until hours later
- • Every incident communication is inconsistent
- • MTTR suffers because engineers aren't diagnosing
With Comm Hero
- • Engineer opens pre-configured incident bundle
- • Fills in 2-3 dynamic variables (timestamp, systems affected)
- • Clicks "Execute" - all stakeholders notified in 45 seconds
- • Executives get business-context summary
- • Support gets customer-safe talking points
- • Vendors receive technical details automatically
- • Engineer returns to fixing in under a minute
Built for Every Role in Incident Response
Site Reliability Engineers
Spending 30+ minutes crafting emails when you should be fixing the outage
Pre-approved templates with variables let you notify all stakeholders in under 60 seconds
Incident Commanders
Coordinating communication across 5+ channels while managing response teams
One-click execution sends tailored updates to executives, support, vendors, and customers simultaneously
Executive Leadership
Learning about critical incidents from customers instead of your team
Automated executive briefings the moment an incident starts, with business impact context
Support Teams
Fielding angry customer calls because they don't know what's happening
Support gets instant, customer-safe updates they can reference while handling tickets
Real
Database Outage
Your primary database goes down at 10am
Traditional Approach (30+ min)
- 1Engineer gets paged
- 2Starts investigating the issue
- 3Realizes they need to notify stakeholders
- 4Opens Slack, crafts message for #incidents
- 5Opens email, writes separate message for executives
- 6Copies/pastes to vendor support
- 730 minutes gone before deep diagnosis starts
With Comm Hero (25-30 minutes saved)
- 1Engineer gets paged
- 2Opens Comm Hero incident dashboard
- 3Selects 'Database Outage' incident bundle
- 4Confirms auto-populated variables (timestamp, affected systems)
- 5Clicks 'Execute'
- 6All stakeholders notified in 45 seconds
- 7Engineer immediately returns to fixing the issue
API Rate Limiting
Third-party API suddenly starts throttling your requests
Traditional Approach (30+ min)
- 1Support team notices customer complaints
- 2Engineers investigate and identify vendor issue
- 3Need to notify: internal teams, customers, the vendor
- 4Each message requires different tone and details
- 5Legal needs to review customer-facing language
- 620+ minutes of back-and-forth before sending
With Comm Hero (18-22 minutes saved)
- 1Engineer identifies vendor issue
- 2Selects 'Third-Party Degradation' incident
- 3Variables auto-fill: vendor name, impact estimate, ETA
- 4Pre-approved templates for internal, customer, and vendor audiences
- 5One click sends all three with appropriate tone
- 6Vendor gets technical details, customers get apology + ETA
E-Commerce Shipping Delay
Major logistics partner experiences warehouse fire, affecting 2,000+ orders
Traditional Approach (30+ min)
- 1Operations team discovers shipping delay
- 2Manually compile list of affected orders
- 3Support team starts drafting individual customer emails
- 4Marketing needs different message for social media
- 5Legal reviews refund policy language
- 6Logistics team separately contacts backup carriers
- 745+ minutes coordinating before first customer notification
With Comm Hero (40-45 minutes saved)
- 1Operations team identifies delay scope
- 2Selects 'Shipping Delay' incident bundle
- 3Uploads affected order numbers (CSV import)
- 4Variables auto-populate: new delivery dates, refund options, order IDs
- 5Clicks 'Execute'
- 6Customers get personalized delay notices, support gets FAQ sheet, social media auto-posts status
- 7Logistics partner receives technical escalation—all in under 2 minutes
Product Launch Schedule Change
Fast-moving startup discovers critical bug 24 hours before major feature release
Traditional Approach (30+ min)
- 1Engineering lead identifies blocker
- 2Emergency meeting to decide: delay or proceed
- 3Marketing scrambles to update launch emails, blog posts, social campaigns
- 4Sales needs to notify enterprise customers with custom messaging
- 5Support requires new documentation and FAQs
- 6Partners/integrators need technical delay notice
- 760+ minutes of chaos across 5 teams before consistent messaging exists
With Comm Hero (55-60 minutes saved)
- 1Leadership decides on 1-week delay
- 2Opens 'Product Launch Delay' incident
- 3Updates variables: new date, reason (customer-safe vs. technical), revised timeline
- 4Pre-approved templates for customers, partners, internal teams, press
- 5Clicks 'Execute'
- 6All audiences notified with tone-appropriate messaging simultaneously
- 7Teams immediately pivot to revised timeline with zero communication overhead
Measurable Impact
How Does Comm Hero Work With Your Existing Tools?
PagerDuty alerts engineers. Comm Hero communicates to everyone else.
When PagerDuty pages you at 3am, it triggers one notification to the on-call engineer. It doesn't craft executive summaries, customer-facing updates, vendor notifications, or support talking points.
Status pages show one message to one audience. Comm Hero sends tailored messages to multiple audiences across multiple channels from the right sender accounts.
Your VP of Engineering needs different details than your customer support team. Your legal team needs different language than your third-party vendors. Status pages can't do that. Comm Hero can.
Comm Hero isn't a replacement for on-call tools. It's the missing layer that handles stakeholder communication so engineers can focus on resolution.