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Last modified: August, 2002
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CALL CENTER
Some centers derive information from incoming e-mails and would send your customers an auto-reply that may not answer their query.
AT HUDSON SOFTWARE
We will always provide your customers with a personalized reply. Incoming e-mails are processed by your principal contact and assessed. The same highly qualified reps that do live phone support will handle your e-mails. Even though it is not a live phone service, we still try to provide a high-touch experience. If we do not have enough information we will request more immediately. Once we have enough information to understand and solve your customer's problem, a custom reply will be sent with walk-through instructions. If an appropriate help-sheet is available on the topic then this will be attached to our response.
CALL CENTER
Your customers' e-mails will be held in a postbox to be routed to the appropriate agent.
AT HUDSON SOFTWARE
When your customer e-mails or faxes our support desk the communication is immediately and automatically forwarded to your principal contact. They will log the query and assess it to determine whether more information is required. If it is, a request (usually a series of easy questions) will be returned. We aim to solve your customers query from start to finish in 24 hours - not simply to assess it in this timeframe!
CALL CENTER
Different types of queries go to different agents.
AT HUDSON SOFTWARE
At Hudson Software your principal contact will answer and be familiar with all queries that we receive for your product. This person is an expert and can anticipate problems that may lie ahead for a user. For example, in a call center, an agent specializing in installation problems may help your customer solve any install errors. Once your customer starts to use your product another problem may appear. They then must speak with another specialist. At Hudson Software we avoid this problem and we reduce your customers start-up time, enhancing their overall experience with your product.