“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?” To manage your outsourcing vendor effectively, you will need information and reporting about the outsourced activity. Managing a vendor to outsource technical…
Our company president, Glenn Polin, founded Hudson Software in 1991 with a focus on supporting proprietary software for clients in the educational, publishing, and non-profit sectors. His “boutique” approach to support remains our guiding principle- we are passionate about shaping our services uniquely for each partner. Today our client list includes several companies who have been with us for 10 years or more. In today’s world of disposable products and disposable relationships, we are proud of the fact that our clients come to us and stay.
We believe 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) than they expected. They are “touched” positively by the service, and will remember the experience when it comes time to buy or recommend again. In these days of automated support, phone trees, and long waiting queues your customers will be surprised and thrilled to reach someone who can actually help them without a long wait on the phone. Our wait times are very low compared to other call centers. But even more important than wait time, the people who will answer the phone are the people who can and will help your customers. In many outsourced technical support organizations, the first level “technical support” person knows very little about the product. They are there to answer the simplest questions and are not really expected to solve any problems. At Hudson, each of our technicians is an excellent problem solver and communicator.
We work closely with our client partners, offering a unique mix of services that work best for their business. Quality Assurance testing is offered as a way to help clients produce websites and products with fewer functional errors before their first release. Recently we have added more editing and writing capabilities to the Hudson line of services, to help clients produce manuals, FAQ, and other support materials for websites and software. Your company’s needs will vary over time, throughout product life cycles and changing market demands. Our goal is to understand your needs and propose solutions tailored to your success.