CALL CENTER
Hundreds of products are supported by many different tech support reps. A rep rarely works with the same product two calls in a row. Your customer's call is directed to the next available rep. In many cases, they have little or no familiarity with your products, and must rely on a script or a search of a database to help you.
AT HUDSON SOFTWARE
We designate one person as your principal contact who will answer most of your calls. Additional coverage is always available with a secondary contact. You have direct access, anytime you need it, with the person who answers most of your calls and speaks with your customers.
CALL CENTER
Call centers assign you an 800 number that you do not own or control. If you want to leave, you will be unable to take that number with you.
AT HUDSON SOFTWARE
We order phone lines to be installed at our offices for exclusive use by your customers. You provide a new 800 number or give us an existing number. You will 'own' your 800 number rather than temporarily working with one assigned by a supplier. Avoid the unpleasant prospect of changing your product literature if you change your telephone supplier. If for some reason you can't provide an 800 number, we will assign you one, and make an assignment to you at any time you want to own that number.
CALL CENTER
Your customer is queued up in a waiting queue, or navigating a tortuous jungle of voicemail options.
AT HUDSON SOFTWARE
We answer over 90% of our calls "live" by the third ring, and
usually by the technician who can actually help your customer. Imagine how surprised and pleased your customer will be when he gets a live person instead of a series of menu choices! If for some reason we can't answer, the customer goes straight to voicemail and is encouraged to leave a message. No voicemail jungle!
CALL CENTER
But a call center has people there 24 hours a day, or at least 18 hours a day.
AT HUDSON SOFTWARE
Yes, someone will answer the phone in a call center at 2AM. But will they be able to help your customer? If a call is answered poorly at 2AM, will you find out in time to repair the damage? Our live hours of operation are 9AM to 5PM, EST. You can supplement this further with our inexpensive web-based support, so customers can find their own answers whenever they want. Of course, customers can also send e-mail or faxes 24 hours a day and these are answered promptly the next morning.
CALL CENTER
A call center provides me with reports and metrics.
AT HUDSON SOFTWARE
The only metrics you should care about is whether your customers are well treated and happy, and whether you are getting the information you need to feed back into your product development cycle. At Hudson, you get clear comprehensive reports on a monthly basis, and more often if you choose. And if there is a serious problem with the product, that might affect your sales or your company's reputation, you'll hear from one of our managers immediately. Sometimes even before your customers find out! The metrics a call center puts out, like "average time in queue," don't have much meaning if all your calls are answered live!
CALL CENTER
What if my customers want to send faxes or e-mails.
Can you handle it?
AT HUDSON SOFTWARE
When you sign up for our live phone support, you get an e-mail address and a fax number that you can give to your customers.
So each customer has an option to e-mail, fax or call. If you
prefer, you can use an e-mail address of your own and forward the customer's e-mails to us, or publish an address on our domain directly. Your customers can reach us in any way that is convenient for them.
Copyright© 2000, 2002 Hudson Software Corporation.
Please contact webmaster@hudsonsoft.com
with questions or comments about this web site.
Last modified: March, 2004
View this site using either the Internet Explorer 4.0+ or Netscape 4.0+ browser.