Captions, the leading generative AI platform for creating and editing video, faced a critical challenge: scaling customer support to keep pace with rapid user growth and continuous product updates. The team needed to reduce reliance on one-on-one interactions by improving self-serve options and shifting toward proactive support strategies.

For Eli Winderbaum, Head of Customer Experience at Captions, Mintlify emerged as the clear choice to tackle these problems head-on.

The challenge

Their team was receiving thousands of inbound messages per month from customers in over 180 countries. While Captions previously relied on Intercom, the tool’s docs structure and lack of multilingual search limited their ability to offer quality self-serve experiences. While they attempted to localize their help center, the manual configuration required by Intercom made it impractical to support the dozens of languages required to serve their customers.

Another challenge was the ever-evolving nature of their product. With new features and use cases constantly changing, such as launching an API, Captions needed a unified solution that could keep information up-to-date, centralized, and organized for a variety of audiences.

Discovering Mintlify

Eli first encountered Mintlify through the ElevenLabs API documentation. Impressed by its clean design, he decided to evaluate Mintlify alongside other documentation providers.

Mintlify’s search capabilities immediately stood out. Unlike Intercom, which requires fully localized content to deliver relevant results, Mintlify’s AI Chat widget interprets search queries and delivers results in any language—even if the underlying content isn’t translated.

Eli also evaluated other factors such as:

• Rich content options: Support for elements like tables and embedded videos to create more engaging and informative pages.
• Streamlined navigation: A flexible site structure, including the option for lefthand navigation, to make it easier for users to browse and find information.
• Unified platform: Housing consumer-facing help content and API documentation in one place to simplify access for all users.

Mintlify checked off all the boxes.

“Our docs are our source of truth for customers, prospects, and even employees. We needed them to be easy to update, highly customizable, and accessible to all. That includes those who speak languages other than English, as well as customers on mobile and web,” Eli explains. “Mintlify originally built their product for developers, but we saw how valuable it could be for a consumer app.”

Transforming customer experience and collaboration in documentation

After moving to Mintlify, Captions drastically simplified the customer experience and internal workflows of documentation.

Localization was a key improvement for Captions as they expanded globally. With Mintlify, their help center now automatically serves content in over a dozen languages, tailoring the experience to each user's preferences. Mehdi Emami, Customer Support Specialist, developed a series of scripts to automate translations with OpenAI’s API, integrating easily with Mintlify to keep the localization process efficient. This has allowed Captions to better support customers worldwide without adding complexity to their workflow.

Captions also improved collaboration with Mintlify’s WYSIWYG Web Editor. Now, non-engineering teammates can easily contribute to and maintain documentation, accelerating updates and fostering a more collaborative environment.

“Before, it felt like engineers were the only ones responsible for documentation. Now, anyone can contribute quickly and confidently without needing technical skills.” -Eli Winderbaum, Head of Customer Experience

In addition to improving internal workflows, Mintlify now works hand in hand with Captions’ AI support solution, Parahelp. Features like llms.txt ensure Captions’ documentation is easily ingested by large language models, improving the quality of AI responses and reducing the volume of repetitive support inquiries.

Eli explained, “For the last 10 years, I’ve been writing documentation to be read by humans. Today, documentation has a new consumer, AI. Keeping documentation up to date has never been more important.”

Driving bottom-line impact with documentation

With over 100,000 monthly views on their help center, documentation has become a critical touchpoint for Captions, often shaping first impressions for potential customers.

“Mintlify gave us the ability to create documentation that’s as much a marketing and sales asset as it is a support tool,” Eli shares. “People who land on our docs can immediately see how polished and comprehensive our product is. It’s a huge factor in building trust with both consumers and enterprise prospects.”

With Mintlify, Captions has turned documentation into a competitive advantage. They have been able to scale support and drive a better customer experience at every touchpoint with beautiful, modern documentation.

“Docs are not an afterthought—they’re core to our customer support strategy and overall customer experience." -Eli Winderbaum, Head of Customer Experience

What’s next

For Eli, the decision to move to Mintlify wasn’t just about solving immediate pain points—it was about building a scalable foundation for the future. As Captions continues to grow, Mintlify remains central to their mission of delivering exceptional customer experiences.

"We became a Mintlify customer one year ago and consider Mintlify more of a partner than a vendor," Eli shares.

Want to deliver a stellar customer experience through docs like Captions? Mintlify offers a free preview of how your docs would look—get started here.

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