Support Testimonials
NOBODY has customer service like MadCap
does. The support you guys provide is
downright amazing! I cannot wait to meet
ALL of you at MadWorld.”
—Pamela Coca | Compressus, Inc.
"I give Flare two enthusiastic thumbs up for breadth of features, ROI, excellent support staff, and for being amazingly in-tune with the tech writing industry, proven by the kinds of feature enhancements they deliver. And their own Flare Help system/content model says it all to me. I almost always find what I'm looking for, and when I don't, their forums and support staff are top notch. The support staff doesn't stop until they fix the issues!"| Principal Information Developer
"Just to let you know we have now received our product keys for Flare and Mimic. Thank you once again for all your patience and support, it was much appreciated. It's nice that some companies and individuals still take customer support seriously."| Technical Author, Promethean
"NOBODY has customer service like Madcap does. The support you guys provide is downright amazing! I cannot wait to meet ALL of you at MadWorld."| Documentation Manager, Compressus, Inc.
"I've worked in and with technical support folks over the years, and dealt with tech support teams as a customer, but I've never dealt with a team as helpful, patient, and positive as yours."| Documentation Specialist, Andesa Services, Inc.
"MadCap's Platinum Support is the greatest product on the planet. Your personnel are kind, knowledgeable, and most of all patient. I am so happy that I switched to Flare (from FrameMaker and RoboHelp)."| Documentation Manager, Compressus, Inc. Read Case Study
"You folks are TOTALLY AMAZING! I've never seen such a fast turnaround to resolve a software issue! You fixed the problem the same day it was reported. All I can says is WOW!!! As always, thank you so much for your help!"| Senior Help System Developer
"You folks are the only ones I've had direct experience with who really seriously treat support as being as important as the software itself. I have never had a bad experience with any one of the support people; in fact it's always been a real pleasure."| Concept Publications, Inc.
| Senior Documentation Specialist"I wanted to take a few moments out of my day to express in writing how grateful I am for the incredible responsiveness that you and all of MadCap Tech support demonstrate.
I don't believe I've ever emailed you a question to which you've taken more than 10 minutes to respond, usually following up with a phone call to discuss in depth. You always get the right person on the line with us to discuss my question, and that person's familiarity with various scenarios, be they soft- or hardware related, makes it clear that they have a firm grasp on the many environments in which MadCap's products might be deployed.
Online support tickets receive equally quick attention, with follow-up upon follow-up until all my questions are answered. Although I've never met anyone at MadCap in person, I feel that I've come to know several of your staff as if they were working alongside me. Learning all that Flare can do (and I know there is potential I have yet to tap) has been an exciting process; and whenever I find myself in over my head, someone at MadCap has always been able to guide me. I've never received such personal attention from any software company in my many years in documentation.
Thank you, and all of MadCap Software, for your exemplary support.
With warm regards..."
| Documentation Manager, Compressus, Inc. Read Case Study"When I call Adobe? for help with the "bugs" and issues, they connect me to people in India who know less about the product than I do and tell me it is:
a. Because I am using a 64-bit computer (MadCap supports 64-bit)
b. A bug that will eventually be fixed in the next upgrade (but never is)
c. That I will get a phone call with an answer in 24-hours (I never do)
d. Then a week later I get an email saying the ticket is closed because they could not reach me by phone (trust me, I have sat by the phone for days waiting for their call)"
"I'm converting my information set to Flare, and I'm totally loving it! Flare is really user-friendly, so ramping up has been relatively smooth. In addition, MadCap support is AMAZING ? extremely helpful and patient people that work with you until all your questions are answered (having dealt with poor support, I can't tell you how happy that makes me)."| Radical Blue Gaming
"Customer service with MadCap Software is outstanding! The sales reps are very fast to respond and tailor things to our business needs. I know I can get an answer from them right away. Our technical publications group has had very positive experiences with the Technical Support team as well. The great customer service was a contributing factor in our decision to move to Flare.”| CSG Systems
"I must say that your Platinum Support Team is the BEST I've seen in nearly 20 years in the software industry. I call, I ask, MadCap Techs have the solution!"| Senior Technical Writer, Mitchell International, Inc. Read Case Study
"Platinum Support has save us dozens of productive hours and allowed us to remain on task for many more days than we would have otherwise. You folks provide outstanding service and value."| Senior Technical Writer, Mitchell International, Inc. Read Case Study
"I just want to take a moment to say how much I love MadCap's products and help desk support! Your products are intuitive, attractive, and loaded with more features than I am even looking for, and your help desk staff is the best I have ever encountered."| Pinnacle Management Systems, Inc.
"In a way I too date back to the Blue Sky days. I started using RoboHelp back in 97. First it was WinHelp but real soon after I ventured into html. That was a great new world for me. Working with RH has had its moments, but there is no comparison when you talk about customer service. You guys are a winner hands down. This is what contributes to making you better than the others in the market."| 7Technologies
"The phone support at MadCap is excellent and it's one of the reasons I left RoboHelp after Macromedia and Adobe took it over. Being able to talk to a person who can help you immediately (rather than like at Adobe where someone who takes your contact info and never gets back to you half the time) is a great relief when issues arise with the app."| DoubleClick Inc.
"From my experience, MadCap offers the best technical/sales support of any company I have dealt with."| Oakley Networks
"Your techs are wonderfully patient and helpful."| Education Networks of America, Inc.
