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…
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…