MadCap Support Testimonials

Great software products are everywhere. Great customer support is rare.

Ken Hartshorn
Manager Technical Documentation,
Actifio

“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^®).”

—Pamela Coca | Compressus, Inc.

“MadCap Software’s customer support should be a model for the software industry.”

—Ken Hartshorn | Manager Technical Documentation, Actifio

“MadCap Support is best-in-class, in my experience. They are exceptionally helpful and will work with you to solve your problems. Platinum support is worth its weight in, well, platinum.”

—Paul Pehrson | Sr. Information Developer, Venafi

“Regardless of who is on the other end of the line, the folks at MadCap are always friendly and helpful. I’m not one who enjoys calling customer support, but I know that doing so with MadCap will provide me with the answers I am seeking.”

—Michel Thibodeau | Technical Writer, eSignLive

“With a maintenance plan, we are quickly able to answer any questions we may have when learning about new features, or any potential issues we may run into using MadCap Flare.”

—John Moore | Lead Technical Writer, Extreme Networks

“Shout out to @MadCapSoftware Tech Support staffer Michael for his help on my latest Flare head scratcher. MadCap Tech Support rocks!”

—@SallieLeo | via Twitter

“I just wanted to say thank you very much for following up on this. So far I have been impressed with all things MadCap Software. Thanks again for providing a great product and service!”

—Tony Palechka | Technical Writer

“Thank you so much. I honestly didn’t expect a response to a ticket so soon. Your answer was thorough, to the point, and clearly presented. Great instructions! Better yet, they did the trick. This issue was in our massive primary product Online Help project – the stakes were high. Kudos to Flare Support!”

—Stephanie Boszko | Technical Writer, Autotask

“Have I told y’all lately how awesome you folks are?”

—Matt Collins | Total System Services, Inc.

“If I could reach through my computer and hug you, I would.”

—Christopher Bradley| LINOMA Software

“Thank you, this is exciting! These are really fantastic updates for us and will really save us a lot of time and busywork. It’s really nice to work with a company that listens and considers feature requests from customers – thank you!”

—Jackie Nielsen | Educational Resources Coordinator

“As always, MadCap’s Support team is stellar. Love that Flare! I really need to find a way to come work for you guys.”

—Mary W. Martz | Documentation and Training Manager, PrimeRevenue, Inc.

“You guys do fantastic work. The best I’ve ever seen in 30 years in the computer industry. Keep it up.”

—Gary Taylor | Frontier Communications

“I really appreciate the support you provided. You helped me resolve some issues that had been plaguing me for weeks. You also helped me understand how to clean up a project. Finally, I’m a stronger SVN Tortoise user because of your great support. Thanks again – I wish all software companies had engineers with support skills as strong as yours.”

—Stephen Murphy | Technical Writer, Limelight Networks

“Can I just add that it really is refreshing to deal with a software company that listens to its users. I have to split my time between Flare and other technical communication tools, and I can tell you that dealing with MadCap Software is a joy in comparison to dealing with other companies.”

—Craig Wright FISTC | Technical Author | SEO Copywriter, StrayGoat Writing Services Ltd

“I’ve said it a couple of times, but I will say thank you again. I am very impressed with the way that your company treats clients and helps to answer questions. Your technical support process is exemplary.”

—Julious Dyer | Technical Writer, Peoplenet: Fleet Mobility Solutions,
A Trimble Company

“Flare’s customer care is an important value add: My customers will thank me rather than be displeased with me for putting them in MadCap’s hands.”

—Riley VanDyke | Contract and Consulting Technical Writer

“Oh hey, @MadCapSoftware! Had the fastest and most pleasant customer service experience with you today. Beyond excited to use your software!”

—Lina Tovbis ‏(via Twitter @LinaTovbis) | Technical Communicator

“I don't know what you guys get paid, but I will say that the quality of the MadCap Software technical support was a major factor in my decision to use your products.”

—Jeff Skosnik | PSI

“I love my Platinum Support so much that I would fight someone in a ring of fire to keep it.”

—Heather Janas | IronData

“In my 40 + years of working with different Customer Support Centers it gives me great satisfaction to state that the MadCap Customer Support is the best I have ever had the pleasure of working with; always professional, easy to work with, patient, and solved all our issues.”

—Dr. Al Salinas, Ph.D. | President/CEO, Salinas Technologies Inc.

"I've been using Flare for 2+ years, after switching from RoboHelp®, which I used for many, many years. And I totally agree with Riley's comments on product comparison, the awfully disappointing releases of RH after Adobe® purchased it, and his VERY polite comparison of dealing with Adobe® vs MadCap. MadCap sales, support, and training are all excellent. I believe that having a working knowledge of MadCap Flare would definitely help you in your job search. I attended MadCap's online training for new/intermediate users after purchasing the product, and it was very helpful."

—Kathleen (KC) Cabral | Technical Writer, STORServer

"I have been a technical writer for twenty-six years and was a technical editor for seven years before that. The MadCap technical writing team does great work. I have worked with the Flare product for about seven years and love it, but I have no end of praise for the tech writers because theirs is among the best product documentation I have ever seen. When MadCap talks about its excellent tech support, they should always mention documentation."

—Dean Kaflowitz | Technical Writer, Technical Writing Consultant

"MadCap's Help material and tutorials were great, and the MadCap support team really was there for us. There was not one time when we contacted them that we did not get a reply. And when we had a problem, they had a solution"

—Jason Micallef | Technical Communications Manager, GFI Software

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"My company, Egenera, just switched to Madcap Flare, and I have to say, MadCap Software's technical support is outstanding. I'm a new user, and had 3 issues that were all resolved within 24 hours! I've never had better tech support, either personally or professionally."

—Bill Balint | Principal Technical Writer, Egenera

"Never seen tech support as capable as your department before."

—Steve Clarke | Technical Writer, TyMetrix, Inc

"Thanks to you and your team for implementing our enhancement request. It is great to see MadCap Software work on actual user problems and coming out with a solution. You have absolutely no idea how this is going to help Ixia migrate one of our tough user documentation sets from FrameMaker into Flare!"

—Sachin Shimoga | Senior Manager, Technical Publications Ixia Technologies

"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!"

—Derek Warren | 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."

—Karl Smith | 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."

—Pamela Coca | 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."

—Kelley Bennett | Documentation Specialist, Andesa Services, Inc.

"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!"

—Dan Austin | 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."

—Bernie Meyer | Concept Publications, Inc.

"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..."

—Cathy Tenga | Senior Documentation Specialist

"When I call Adobe? for help with the "bugs" and issues, they connect me to people 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)"

—Pamela Coca | Documentation Manager, Compressus, Inc.

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"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)."

—Samantha Ascheri-Phillips | 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.”

—Nicole Zickefoose | 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!"

—Don Rasky | Senior Technical Writer, Mitchell International, Inc.

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"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."

—Don Rasky | Senior Technical Writer, Mitchell International, Inc.

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"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."

—Ann Mezger | 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."

—Mette Nyberg | 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."

—Kenneth Jensen | DoubleClick Inc.

"From my experience, MadCap offers the best technical/sales support of any company I have dealt with."

—Richard Lema | Oakley Networks

"Your techs are wonderfully patient and helpful."

—Lisa Latham | Education Networks of America, Inc.

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