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 actually do for us? At Hudson Software, our answer is straightforward: we see it as a force multiplier. Not a replacement for people, but an accelerant for what good people…
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 the wrong things when choosing one. After more than 30 years in technical support, we’ve seen the same patterns over and over again. The “Global Vendor with a US Presence”…
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…
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…
“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?” Managing outsourcing effectively means you will need information and reporting about the outsourced activity. Fortunately, with the right tools and processes in…