Outsourcing your technical support is a significant decision. We've helped EdTech and SaaS companies navigate it for over 30 years. We've been writing it down ever since.
Since ChatGPT pushed generative AI into the mainstream, every organization has been asked some version of the same question: what should AI in Customer Support…
Most companies don’t fail at outsourcing because outsourcing doesn’t work. They fail because they choose the wrong outsourced tech support vendor, or more often, prioritize…
Whether you’re exploring outsourced support for the first time or reconsidering your current provider, everything below is written from three decades of hands-on experience — not theory.
Since ChatGPT pushed generative AI into the mainstream, every organization has been asked some version of the same question: what should AI in Customer Support…
Most companies don’t fail at outsourcing because outsourcing doesn’t work. They fail because they choose the wrong outsourced tech support vendor, or more often, prioritize…
It’s been said so many times that it’s become a cliché: the world is moving faster, and companies need to do more than just keep…
While the low cost of offshore labor may seem attractive, the high costs associated with unresolved problems and dissatisfied customers often offset any potential savings.…
In the fiercely competitive world of educational technology, EdTech companies are always on the lookout for ways to distinguish themselves. An often-overlooked strategy for standing…
Why Hudson Software Should Be Your First Choice In today’s world, it’s more important than ever to have a robust support system in place for…
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…
Leadership Advancement January 1, 2019 Hudson Software, the premier provider of outsourcing technical support solutions for over 25 years, is pleased to announce a leadership…
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…
I knew that I didn’t want Hudson to be like a typical call center. I wanted to be customer centric, making our reputation and profits…
How Hudson Software became the preferred choice for Technical Support and QA services In 1987 I found myself unemployed in the New York area, with…
“How will I know what is going on?” When you are first thinking about outsourcing support, a question naturally arises that goes something like this:…
A few posts back we had talked about one of the most commonly used tech support statistics, First Call Resolution and how it can be…
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…
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…
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…
A recent article from the Association of Software Publishers echoes something that we at Hudson have been telling our clients for years: that tiered support,…
If you view technical support vendors mostly based on price, do you think that technical support is a commodity? Wikipedia: “The exact definition of the…
Your choice for Outsourcing Technical Support I would like to thank you for considering Hudson Software Technical Support Services. We are the leading provider for…
Your Choice for Quality Assurance and Software Testing A Letter from the Founder… I would like to take a moment to thank you for considering…
Increasing numbers of businesses are recognizing the potential of the online community in providing support. Within a community, expert customers and representatives work together to…
When looking for guidance on how to set up your chat channel, it is vital to remember your goals. Many of the best practices and…
Your customers- even those who prefer to seek live help from a support agent- want to know whether you offer self-help resources online. An online…
In this segment of our series on success with multi-channel support, we will look at best practices for success with email support as part of…
Over the phone support remains the top preference of most customers even as use of other channels increases- and with good reason. A 2013 Forrester…
With new technologies becoming ever more accessible to customers of all demographics, there is increasing demand for variety in the support channels offered. Customers may…
Outsource your support operations to extend your capabilities and boost customer satisfaction.
U.S.-based outsourced support that extends your team and scales with demand.
Real-world testing that catches issues affecting performance, usability, and user experience.
Proactive onboarding, outreach, and customer training that helps users succeed before issues become support tickets.
Practical knowledge bases that reduce support volume and help users find answers faster.
If you are looking for a technical support partner that can represent your brand well, reduce internal strain, and handle real customer issues with care and judgment, Hudson Software is ready to help.
Tell us a little about your product, your customers, and your current support model, and we can talk through what the right fit might look like.
