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 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.

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.

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.