Picture this: your software is acting up. Maybe it’s refusing to save, maybe an error message has appeared that might as well be written in the lost language of Atlantis, or maybe it’s just having a personal crisis and deciding that today, of all days, it simply will not cooperate.
So, you do what any reasonable person would do—you reach out to customer support. And that’s when things take a turn for the worse.
Welcome to The Great Customer Support Abyss, a place where hope goes to die. A place where an automated voice tells you, in the most insincere tone possible, that “your call is very important to us,” before immediately shuffling you to position 76 in the queue. A place where tickets disappear into a digital void, never to be heard from again, and where the hold music seems to be composed specifically to erode your will to live.
If this sounds familiar, you’re not alone. The Oatmeal’s comic on customer service perfectly captures the slow descent into madness that is modern customer support. It starts with cautious optimism, dips into confusion, and ends with you questioning not just your software choices, but also your faith in humanity.
Bad Support is More Than Just Annoying—It’s Business Repellent
A lot of companies treat support like a necessary evil, something they have to provide but don’t really want to invest in. They throw up a few FAQ articles, set up an unhelpful chatbot that insists you “check the knowledge base,” and, for good measure, hire someone whose main skill seems to be transferring you to another department.
The result? Chaos. Clients waste hours trying to solve problems that should take minutes. They send desperate emails into the void, hoping for a response before they retire. They slowly start to wonder whether the software they rely on is worth the emotional toll of dealing with support. And eventually, they start looking for alternatives—because no matter how good a product is, if getting help feels like solving a Rubik’s Cube while blindfolded, people will leave.
How Ibis Does Support Differently (Yes, We Use Tickets, But We’re Not Monsters)
We get it—no one wants to be stuck in support purgatory. That’s why at Ibis, our approach is simple: when you need help, we actually help you. Revolutionary, right?
Yes, we use a ticketing system. Before you gasp in horror, let’s clarify: the ticket exists so that we don’t lose track of your request. It’s not a black hole, and it’s certainly not a stall tactic to keep you at arm’s length. The moment your ticket is logged, an actual person is on it. You’ll get a confirmation email, and shortly after, someone from our team will be in touch—a real person, not a bot, not a scripted response, not an unhelpful “we’re looking into it.”
And here’s where things get really wild: if your issue is complex, we’ll just call you. That’s right—we pick up the phone, have an actual conversation, and sort things out like reasonable adults. No back-and-forth email chains that make you feel like you’re negotiating a hostage situation. No vague promises that “someone will look into it.” Just real help, real fast.
We Don’t Do the ‘Secret Premium Tier’ Scam
Some companies have this fun little trick where they do have good support… but only if you pay extra. If you’re not on their premium plan, your best bet is to shout your problem into the wind and hope for divine intervention. We think that’s nonsense. At Ibis, every client gets the same high level of support, whether you’ve been with us for ten years or ten minutes.
We also don’t waste your time with condescending scripted responses. If you’ve reached out to us, we assume you’ve already tried turning it off and on again. You won’t get canned replies that make you want to bang your head against your desk. Our support team actually understands both the software and the real-world problems councils face, so when you get an answer from us, it actually makes sense.
Good Support Shouldn’t Be a Rare Thing—But Somehow It Is
It shouldn’t be revolutionary to have customer support that actually supports customers, and yet here we are. While other companies hide behind automated responses, infinite ticket queues, and a maze of phone transfers, we just pick up the phone and fix the problem.
Because at the end of the day, great customer support isn’t about ticketing systems or response times—it’s about trust. And at Ibis, we take that seriously.
So, if you ever need help from us, don’t worry—you won’t be lost in support limbo, screaming into the void. You’ll get a real person, real help, and zero hold music.
And honestly, isn’t that how it should be?
