Whether you need a comprehensive solution, covering all levels of technical support across multiple channels, or a team to supplement the strengths of your existing support personnel, we will partner with you to manage your customer care.
We approach Quality Assurance with the same commitment to personalized, high touch service that meets your business needs, whether you are a technical support client or whether you are working with us for the first time.
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.
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.
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.
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.
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.
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.
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.
What does outsourcing really mean for your business? Outsourcing is a relatively simple idea, but one that can often seem divisive. This is frequently due to confusion and disagreement surrounding the very definition of outsourcing. Entrepreneur defines outsourcing simply as, “The practice of having certain job functions done outside a […]
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 […]
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 […]
Rebecca, I just want you to know that I had a small issue downloading the book, but Andrew and Cameron in Tech Support help me out. They were very, very patient with my slowness. Bests techs I have seen with a publishing company and I have worked with a few.
I am writing to notify you of Andrew's exemplary work with me on the phone yesterday afternoon.
A significant problem has occurred with student access to the Stats Portal because of a broken Assignments tab. We have received many complaints about the professor from students in our on-line Statistics course.
Through Andrew's work, I was able to understand the professor's role in the situation and, more importantly, the nuances of the situation itself. Furthermore, Andrew explained ways to work around the broken Assignments tab so that these students can make up past work and continue with the course.
Because of Andrew's excellent problem-solving and explanations, I was able to resolve the issue quickly and satisfactorily for both the students and the professor. For this, I am grateful.
I called the 800 number listed on the inside cover of the manual and got as fine service as I have ever received from tech support for any program (and better than the vast majority of such experiences). Karen was efficient, knowledgeable, pleasant, and patient. I could not have asked for more ... and had expected considerably less. The experience converted an overwhelmingly frustrating experience into a thoroughly pleasant and productive experience.
Hudson has provided TS services for McGraw-Hill Professional for about 15 years. I have personally managed Hudson for the past 12 years. Over this period, their responsibilities have grown exponentially. Hudson supports all of our electronic products (CD-ROM’s), software, eBooks (encrypted), and customer support for all of our Online Subscription Sites (almost 10 in all)…
Hudson’s staff is extremely advanced (technically speaking), courteous, and detail oriented. Glenn makes himself available at a moment’s notice to meet with us and discuss new and forthcoming projects whenever the need arises. I’ve also had the opportunity to visit Hudson’s offices and meet with their staff. Tech Support vendors are usually plagued by high employee turn-over rates however, that doesn’t seem to be the case with Hudson, as the same primary representative has handled my account for the entire 12 years….
Thanks for your quick attention to this. Just so you know, my take on this is that mistakes on both our ends are inevitable and to date there have been many, many more made by us than by you. Frankly, I'm a little relieved to realize you guys are actually human. Don't forget that we are extremely HAPPY customers of yours. My expectation is not that glitches will never occur but that when they do we work through them together, refining processes that are clearly already working.
I have a unique [product] adoption at Brewton Parker in GA, and everything was new to the newly hired instructor. I had a misstep by not nudging him hard enough to do the Adopt Now form to get the class set up, and a frantic set of phone calls came in two days ago. Between my personally working the form with the professor and Chris’s guidance on how best to make this work fast, everything got done last night, but only because Chris followed it every step of the way including calling me on my cell at 6:30 PM to tell me that he personally set the course up, allowing me to call the professor on his way home telling him he would be up and running today.
I’m extremely happy with the service your company is providing. Greg has not only been responsive – he has been engaged. I’m anxious to meet you and your staff at some point. I’m very impressed.
Good morning- I just wanted to let you know how fabulous I think our Tech Support is. I have had to call in this week for a variety of reasons, and every person I spoke with was extremely helpful, patient & lovely! I spoke with Tarik last night, Chris earlier this week and at least two other people whose name I am sorry to have forgotten by now.
...all of us here continue to be quite happy with the work Hudson has done and are impressed with the quality of our many discussions over the past three years. If you are ever called upon to submit a recommendation to a potential customer, please don't hesitate to refer them to me. I would be most happy to tell them of our experiences with your company.
Luckily we located Hudson Software…. After 4 years of working with them we whole-heartedly give them a 120% recommendation. They answer our 800 phone as well as all our email. The majority of our 1200+ users don't require assistance due to the simplicity of our software and the documentation; however, there are always those that do. They have a wide range of computer skills and Hudson helps everyone from the most naive to expert users, and on all Mac and Windows operating systems.
We have received many compliments on our tech support from Hudson Software. Without them we wouldn't have the time to work on our upgrades. Extra pluses: They provide the support more efficiently than we do…They are proactive in offering suggestions for updating the software, the manual and our website. Also they are great in testing any upgrades. I strongly advocate that you add Hudson Software to your list.
I just spent considerable time being helped by Mario and he is magnificent! .... He really did a great job and got the OED working perfectly on my computer. I appreciate his help and his considerable expertise.Voice mail comment left by a customer to let a supervisor know about his experience being helped with the CD-ROM version of the Oxford English dictionary
I looked over the tickets…your team in the [first] day provided far more useful support than my prior support group did in the entire last year!
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.
We encourage you to contact us and set up a time to discuss how we can put our experience to work for you.