One of the most important things to keep in mind when outsourcing is that the agents will be representing you! The time spent with tech support is often the only direct contact you have with your customers. And it occurs when your customers are feeling vulnerable, since they have a…
The Oxford English Dictionary defines a misconception as, “a view or opinion that is incorrect because it is based on faulty thinking or understanding” and a myth as, “a widely held but false belief or idea.” If you’ve spent more than a few minutes looking into outsourcing technical support then…
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 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.
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.
…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.
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.
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’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.
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….
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!
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 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
The level of understanding and ability of the staff to think critically has always been a Hudson strength and it is one of the reasons we chose them not only for their support services but also for their quality assurance testing services. The professionalism and courtesy of the Hudson staff also meets our needs. We know this is the case for our customer as well, because we regularly survey our customers about their technical support experiences.