TECHNICAL SUPPORT OUTSOURCING

What does your winning strategy look like?

It doesn’t take many complaints from customers to put your reputation in jeopardy.

The time your customers spend communicating with support might be the only direct contact they have with you, and it comes at a time when they have encountered a problem and need help fixing it.  Customers that are helped promptly and effectively remember that your company was there for them. And sometimes, that’s the difference between the next sale going to you or the competition.

 

Hudson offers a range of technical support channels and services. We are committed to understanding your business’s unique needs and providing the right combination of services to help you meet your goals. For some of our clients, this means allowing Hudson to handle a sub-set of inquiries, collaborating with your internal support staff. For other clients, it means handling all levels of technical support at Hudson, freeing up your internal resources to focus on their core strengths.

Agents

Speed at problem-solving is great, but not at the expense of good customer service. At Hudson, your customers will have their call answered by a technician who is familiar with your products and able to resolve their problem.

Experts

You will never talk to a sales rep who says he is there to help you, but doesn’t know the details of your product line. You can talk to any of your agents, your Lead Agent, Operations Manager, or the President of our company at any time.

Reporting

Our comprehensive tracking of customer issues gives you insight needed for more reliable product improvements. The data is available to you live, and our flexible, real-time reporting tools are there to keep your stakeholders informed.

Unlimited Products

There are no contractual changes needed to add products or make changes, nor are there any fees that have to be paid. Even if you forget to tell us that you are launching them, we will add them to our system the first time a customer calls.

US Based Support

A US based agent will have the cultural awareness to read your customer’s signals and better assess the situation, knowing that there are times when it is appropriate to dispense with overly formal language and prioritize your customer’s immediate needs.

Flexibility

There are no “per-agent” fees, and you are not restricted to a fixed number of agents. We monitor volume and manage staffing levels accordingly, without any additional charges or the need for any contractual changes.

High Touch Service. High Quality Results.

Hudson believes in producing a “high-touch” service experience for your users.  This term, invented by Regis McKenna, describes a relationship where customers perceive that they have been given more (in service and in attention) then they expected.  They are “touched” positively by the service, and will remember the experience when it comes time to buy or recommend again.

Consider a few key points that set us apart from virtually all other Technical Support Call Centers…

We can interface with a number of third party systems.

Our incident tracking software is capable of interfacing with a number of third party CRM systems, including Salesforce, Desk.com, and JIRA, so you don’t have to worry about your data being locked into one place.  With an available REST Style Open API, we are capable of integrating with other data, applications, or e-mail providers.

Advanced tools and technology help our agents to work more efficiently.

An advanced mail parser, API controls, and web service controls are just some of the tools that we use in order to resolve customer’s issues more quickly and efficiently.

Hudson handles all levels or tiers of tech support.

It is a complete service that will free up valuable resources at your company.  We will solve your customer’s problems and send them away happily, without taking up your resources.

Critical issues that affect your company and products are dealt with immediately!

You can’t afford to have a major problem wait and we understand that.  We treat your business as we would treat our own.  When we see a problem that we feel you need to address right away, you will hear from us.

You can visit us, and speak directly with any of your agents, your lead agent or the tech support manager at any time.

You will never talk to a sales rep who says he is there to help you, but doesn’t know the details of your product line.
Technical Support Environment

TECHNICAL SUPPORT IS NOT A COMMODITY

A COMMODITY IS A PRODUCT FOR WHICH THERE IS NO QUALITATIVE DIFFERENCE BETWEEN PROVIDERS. WHEN IT COMES TO TECHNICAL SUPPORT, HOWEVER, NOT ALL VENDORS ARE CREATED EQUAL.

Channels of Support

Hudson offers a range of technical support channels and services.  We handle technical support requests for our clients via telephone, email, chat, and from tickets filled out in self-help portals.  You can offer all of these ways for a customer to communicate, or just some of them.  Companies make very specific choices in this area based on their perception of their customers (for example, how comfortable are the customers with self-help) and on cost issues.  The right mix is usually very specific to your company.

Phone

Over the phone technical support remains the top preference of most customers even as use of other channels increases. Interactions over the phone have a higher rate of first contact resolution than other channels, which contributes to the high satisfaction levels– and of course, from a customer service standpoint, there is no substitute for a warm, friendly representative interacting with your customers in real time.

At Hudson, we are capable of handling all levels or “tiers” of Technical Support. It is a complete service that will free up valuable resources at your company. Your calls are answered by a technician who can actually help the customer, without having to rely on a script that may only frustrate callers. At the same time, many customers need to speak with someone sympathetic, who can provide assistance regardless of the customer’s level of technical skill. Your customers should not have to be technical experts themselves in order for a technician on the phone to understand their problem!

Our services offer you and your customers the gold-standard in “high touch” service. Whether they are engineers or educators, novice or expert, our goal is for your customers to end their support call surprised and pleased by the help they have received.

Email

Email technical support services are the best option when live phone support is not permitted by your budget, or for products with minimal tech support needs.

If you have concerns about an overflowing support mailbox, consider setting up a simple web form instead. Anyone who has handled customer email knows that often, customers give vague or incomplete details in their email inquiries. Hudson will work with you to design a web form that collects the most needed information and sends it all to your agents via email. This boosts efficiency among support agents, and increases the chances that your customer’s issue can be resolved in a single response.

At Hudson, email and web inquiries are tracked carefully. After the customer’s problem is solved, their email is a valuable source of information to you. With the data we capture from your support requests, you can perform trend analysis, refine your web forms and documentation, and evaluate your products and services.

Chat

The chat environment represents a different set of challenges for technical support than customer service.  Remember that while a customer service or sales chat often begins with a positive or neutral experience- a customer who wants to make a purchase or learn more about your company- a technical support customer is likely to contact your agent because they have already encountered a problem. In that situation, they may be less forgiving of any potential difficulty that arises due to your chat technology.

Customers who prefer chat tend to be technologically aware and will expect a certain level of sophistication from your chat software. Among their likely expectations are an intuitive chat interface and the ability to move flexibly from chat to another support channel such as phone or email, without having to go over the same information a second time.

Our agents are highly trained and excellent communicators who will represent your company well across all channels of support, from the phone to the chat window.

Self Service

Customers who are comfortable with the technology often prefer to look up solutions at their own convenience, especially if they have had negative experiences with technical support in the past. Among your less technically-inclined customers, even those who would prefer to speak to an agent directly, the presence of a self-help knowledge base or online community is a mark in your company’s favor. Many customers see an up to date, easy to use self-help site as an indication that you stand behind your software and want to give your customers everything they need to have a positive experience with your products. Self help can complement other support channels at the beginning of a product life cycle, or can stand alone as a cost effective solution for products at the end of their life span, which are no longer generating profit.

CONTACT US

We want to hear from you!

We look for clients who are interested in working closely with us- we want to understand your company, your products and your customers, so that we can be your representatives and your effective partners. We are committed to understanding your business’s unique needs and providing the right combination of services to help you meet your goals.

 

We encourage you to contact us and set up a time to discuss how we can put our experience to work for you.