Tiered Support is Outdated

Customer Experience, Outsourcing

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, 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 realized…

Commodities Market

Tech Support is not a Commodity

Customer Experience, Outsourcing

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]…