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”…
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…
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…
“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…
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…
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]…
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…