Support Testimonials

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 Software techs have the solution!

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.

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).

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)

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...

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.

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!

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.

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.

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.

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!

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!

Never seen tech support as capable as your department before.

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.

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

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.

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.

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.

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

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.

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

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.

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.

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.

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.

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

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

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!

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

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

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!

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!

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

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.

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.

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.

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

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®).

MadCap Software’s level of service puts all the other software companies I know to shame, especially Microsoft® and Adobe®!

Thank you very much for your detailed and helpful reply. I really appreciate the workarounds, and will implement one or the other, depending on the header setting I choose. It is always a pleasure contacting MadCap Software, your support is the best by far of any software company that I work with.

All my experiences with your company and products have been amazing, and I wish to let everyone there know how impressed I have been with the whole experience.

I have to say that MadCap support has been very useful. In my first year of Flare, I hardly used the support at all although we were working all day in Flare. This year we have tried to do a lot more with Flare and the support team has been superb.