Cookie Cutter Support is Terrible

I’m betting you’re a power user. I’d even bet that you’re a power user of more than a few apps. And I’ll bet that at some point you’ve needed some support with one of those apps. Doesn’t matter if the problem was with the app or something you didn’t understand or a simple mistake, you needed a hand and you probably got it. One hosting company we know has this great part of their support form:

What’s your skill level? Beginner Advanced Expert “No offense, but I probably know more about this than you do.”

This is perfect. When a technician gets a beginner question, they can tune the support help to that person’s needs. The “no offense…” level, this person has probably tried everything basic already. You don’t suggest “have you tried turning it off and back on again”, you are probably going to start with something much harder (and frankly more interesting). Here’s a cartoon from XKCD that sums this up perfectly:

We believe that Infobip customers deserve the best support possible for them. Simple as that. Other companies offer tiered levels of support depending on how much you’re willing to pay. We think of levels of support depending on what you need. Our startup customers using the Messaging API need different things than banks. Customers who have installed our sGate or mGate hardware solutions are in a completely different world than a person using the Infobip Portal to send group SMS messages. We tailor our support not to what works for us, but what will make you successful.

This isn’t rocket science. Maybe there is a new feature you’re implementing and getting stuck. Maybe you’re troubleshooting your own app. Whatever it is, when you reach out to support, you should be able to get help quickly and efficiently. This is why Infobip has support teams around the world available 24/7. This is why we offer support in 10 languages. This is why we recently overhauled our entire support site to provide you with the best support options we can.

Our updated Support Portal includes everything you’d expect to find. We have a knowledge base for quick answers to common questions, you can look up your support tickets, and now chat live right in the Portal without launching another app. You can still email when you have a question or problem, but we think you’ll like our Portal too.

We’re passionate about providing our customers with not just the best technology platform, but the help and tips to get the most out of the tools as well.

Let us take you on a tour of our new Support Portal.

First visit ( and login with your Infobip username and password.

This is the Help and Support dashboard

With all your recent support tickets. You can go into the tickets and check the status and put in any updates you need.

Clicking the knowledge base link in the menu brings you to…

Our knowledge base! Here are can find answers to common questions and learn more about all of Infobip’s services. If you can’t find something, the search bar is always there and in the lower right corner: chat!

None of this is revolutionary. Having a Support Portal where you can check support requests, look up documentation, and chat with a support engineer isn’t breaking into new territory. And that’s the point. We expect these support options from our solutions providers. This is how things are done. But we’re never satisfied with just how things are usually done. We believe in going the extra mile for customers.

We believe that all customers deserve the same level of top quality support. And that isn’t cookie cutter support. Our support is right there when you need it with experts literally around the world to help you.

Cookie cutters are for cookies, not customers

So whether it’s SMS, voice, email, or push, we always have someone standing by to help you if you get in a jam.

Help is always just a click away.

Oct 28th, 2016
3 min read