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 up. Old world solutions just aren’t enough. At Hudson Software, we’ve always understood that staying ahead requires innovation and speed in addition to personalized service. For over thirty years, we’ve…
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 out from the crowd is through exceptional end-user technical support and proactive customer success programs. While some EdTech companies might lean towards managing these critical services in-house, the daunting task…
For those who aspire to understand the intricacies of Customer Success and Outsourcing Support, our resources provide the advanced knowledge you need. Dive into our comprehensive guides and articles.
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 up. Old world solutions just aren’t enough. At Hudson Software, we’ve always understood that staying ahead requires innovation and speed in addition to personalized service. For over thirty years, we’ve…
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. We frequently hear our clients express frustration with offshore call centers, emphasizing that a successful outsourcing experience hinges on the partner you choose. Although offshore centers might offer significant upfront…
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 out from the crowd is through exceptional end-user technical support and proactive customer success programs. While some EdTech companies might lean towards managing these critical services in-house, the daunting task…
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 your business. Customers today are quick to express their grievances, and social media and online reviews can amplify the impact of every positive or negative experience. This means that it’s…
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 problem and need help fixing…
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 transition that underscores our commitment to excellence, innovation, and our core company values. Michael Gulley, our Chief Operating Officer, has been named the President of Hudson Software, following the retirement…
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 you’ve likely encountered enough myths…
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 based on how much we helped customers and exceeded their expectations. When I started Hudson and took the first tech support account, I didn’t intend to be in the “call…
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 a house, a wife, a baby, a dog, and a mortgage. With a master’s degree in Computer Science, I had been happily and fully employed for years working at various…
“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: “How will I know what is going on?” To manage your outsourcing vendor effectively, you will need information and reporting about the outsourced activity. Managing a vendor to outsource technical…
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 subject to abuse. Another important statistic in the tech support world is Time to Resolution, or more simply Resolution Time, but abbreviated TTR. Resolution time is just what it sounds…
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 company instead of having an…
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 40 of them are resolved…
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 is that the way to…
A recent article from the Association of Software Publishers echoes something that we at Hudson have been telling our clients for years: that tiered software support, the way most call centers do it, works very poorly. Here is what they said: “For a while now, forward – thinking customer support and call center managers have…
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 term commodity is specifically used to describe a class of goods for which there is demand, but which is supplied without qualitative differentiation across a market. …The market treats [commodity]…
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 outsourcing technical support. From start-ups to non-profits, books to accounting software, we work with clients who understand their core competencies and want to outsource their tech support operations. When you…
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 Hudson Software’s Quality Assurance and Software Testing program and invite you to learn more about us. We look forward to working as part of your team, to ensure your software’s…
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 assist others and share ideas about your products. Depending on your company’s identity and existing online presence, you may want to establish or re-brand a community space owned by you,…
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 common recommendations for sales and customer service related chat lines will need some tweaking before they can be applied to your technical support operations. In this segment of our series…
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 knowledgebase demonstrates your commitment to giving them whatever they need in order to have a positive experience with your product. It shows that you stand behind your software, but are…
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 a multi-channel strategy. Minimize free form email inquiries While it may not be desirable– or possible– to entirely hide your support email address, consider offering an online form submission as…
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 Research report notes that customers of all generations use the phone more than any other support channel, and they experience the highest rates of satisfaction on the phone. Interactions over…
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 have accepted being driven to a single channel in the past; today, the lack of a preferred channel may have a significant impact on customer retention. But there is more…
