Your choice for Outsourcing Technical Support


Quality technical support since 1991

Our company president, Glenn Polin, founded Hudson Software in 1991 with a focus on supporting proprietary software for clients in the educational, publishing, and non-profit sectors. His “boutique” approach to support remains our guiding principle- we are passionate about shaping our services uniquely for each client, and treating each of our client’s customers as our most important customer. Today our client list includes several companies who have been with us for 10 years or more. In today’s world of disposable products and disposable relationships, we are proud of the fact that our clients come to us and stay.

Hudson believes in producing a “high-touch” service experience for your users. This term, invented by Regis McKenna, describes a relationship where customers perceive that they have been given more (in service and in attention) then they expected. They are “touched” positively by the service, and will remember the experience when it comes time to buy or recommend again. In these days of automated support, phone trees, and long waiting queues your customers will be surprised and thrilled to reach someone who can actually help them without a long wait on the phone. Our wait times are very low compared to other call centers. But even more important than wait time, the people who will answer the phone are the people who can and will help your customers. In many outsourced technical support organizations, the first level “technical support” person knows very little about the product. They are there to answer the simplest questions and are not really expected to solve any problems. At Hudson, each of our technicians is an excellent problem solver and communicator.

We work closely with our client partners, offering a unique mix of services that work best for their business. Quality Assurance testing is offered as a way to help clients produce websites and products with fewer functional errors before their first release. Recently we have added more editing and writing capabilities to the Hudson line of services, to help clients produce manuals, FAQ, and other support materials for websites and software. Your company’s needs will vary over time, throughout product life cycles and changing market demands. Our goal is to understand your needs and propose solutions tailored to your success.

Read a letter from the President.

A reputation takes years to build and only seconds to lose…

It doesn’t take many complaints from customers to put your reputation in jeopardy. Speed at problem-solving is great, but not at the expense of good customer service and happy customers. At Hudson, we do the job well and efficiently while treating customers with respect. Customers that are helped promptly and effectively remember that your company was there for them. And sometimes, that’s the difference between the next sale going to you or the competition.

Technical Support is not a Commodity

 A commodity is a product for which there is no qualitative difference between providers. When it comes to Technical Support, however, not all vendors are created equal. The time your customers spend communicating with support might be the only direct contact they have with you, and it comes at a time when they have encountered a problem and need help fixing it. As a consequence, numbers and statistics are not the only part of the equation to look at. Here are some of the features that set Hudson’s support apart from other vendors:


Our agents are simply the best. We require everyone to pass hands-on, oral, and written tests. Your customers will have their call answered by a technician who is familiar with your products and able to resolve their problem.


You will never talk to a sales rep who says he is there to help you, but doesn’t know the details of your product line. You can talk to any of your agents, your Lead Agent, Operations Manager, or the President of our company at any time.


Our comprehensive tracking of customer issues gives you insight needed for more reliable product improvements. The data is available to you live, and our flexible, real-time reporting tools are there to keep your stakeholders informed.

Unlimited Products

There are no contractual changes needed to add products or make changes, nor are there any fees that have to be paid. Even if you forget to tell us that you are launching them, we will add them to our system the first time a customer calls.

US Based Support

A US based agent will have the cultural awareness to read your customer’s signals and better assess the situation, knowing that there are times when it is appropriate to dispense with overly formal language and prioritize your customer’s immediate needs.


There are no “per-agent” fees, and you are not restricted to a fixed number of agents. We monitor volume and manage staffing levels accordingly, without any additional charges or the need for any contractual changes.

Three reasons to use a US based call center

Hudson Software has heard our clients express their frustrations with lower cost offshore solutions. Your company’s success in outsourcing technical support will depend on the partner you choose. While offshore call centers may offer a greater cost reduction, there are many more factors to consider in your decision.

Intuitive balance between courtesy and speedy service
Offshore agents are trained to be courteous. But they might be so focused on being polite that it takes several minutes just to get through the pleasantries. This will add to the frustrations of customers who are already frustrated and now feel that their valuable time is being wasted. A US based agent will have the cultural awareness to read your customer’s signals and better assess the situation, knowing that there are times when it is appropriate to dispense with overly formal language and prioritize your customer’s immediate needs.
Keeping your internal resources focused on internal matters.
Most offshore centers will need you to be heavily involved in training the agents who will answer your customer’s calls. Your resources may be required for other internal matters as well. Training support agents can be tedious, and with valuable internal resources tied up in handling training and personnel matters at your offsite call center, your cost reduction is diminished as well.
Flexibility in handling the unexpected.
If your offshore center’s model involves a set number of trained agents who handle your calls, and other personnel at that center have little to no awareness of your products or customer base, what will happen in the event of a server outage or other emergency situation? Because the number of agents is fixed, wait times will climb as your call volume spikes. There may be no way to handle the issue until the damage has already been done.
Empire State Building, New York, NY, USA

Why outsource your Quality Assurance testing?

The reason is simple: your reputation is on the line. Our Quality Assurance team wants to work with you to make sure that the issues in your software are found and fixed before they ever reach your customers. We design our test plan with your products and your end users in mind.

Quality Assurance testing
When a programmer tests his own work, or creates the test plans that inexperienced staff will use for testing, he will naturally focus on the areas of the program that he knows and has worked on. He can’t test for use cases he’s overlooked in development, simply because he doesn’t know about them. He won’t see the things he’s forgotten to fix, because if he knew to include those areas in testing, those errors wouldn’t have made it into the software at all.
Software developers frequently complain of overwork and struggle to meet deadlines. Testing is far too often overlooked in the effort to release the product on time; this can be a costly mistake to your reputation when the software does not meet expectations. A flexible, third party testing organization can make all the difference in managing your time during the last, crucial stage of development. With an outsourced group focusing their efforts on testing, developers are free to work where you really need them: making fixes.
Often, developers are limited in the number of different operating systems or devices they can use to test. Your software vendor may be blind to errors that will affect key segments of your user base, because the programmers don’t have access to the newest iPhone or latest version of Windows. Or, you may have developers working on custom-made, cutting edge systems, who never think about the struggles of your end users on more modest computers. An outsourced quality assurance partner has the ability to test in a variety of environments.

Hudson Blog

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Defining Outsourcing

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First Call Resolution: What’s Great and What’s Not So Great

We saw a good article the other day from InsightSquared entitled, “Why is everyone so obsessed with First Contact Resolution?” First Contact Resolution (FCR), is a simple statistic. It measures the percentage of cases that are resolved on first contact with the customer. So if you receive 100 calls, and […]

   24 March 2015          0
Customer Delight
Delight and Tech Support

Tech Support: Delight or Fright? Does it pay to delight your customers with great technical support or customer service? An article recently published on the Zendesk blog is titled “Why delighting customers doesn’t pay” caught our attention. Since we like delighting customers, we read the article carefully. The conventional wisdom […]


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We look for clients who are interested in working closely with us- we want to understand your company, your products and your customers, so that we can be your representatives and your effective partners. We are committed to understanding your business’s unique needs and providing the right combination of services to help you meet your goals.

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