Technical Support Outsourcing

High Touch Service. High Quality Results with Hudson Software.

At Hudson Software, we deliver a “high-touch” service experience—a term coined by Regis McKenna to describe relationships where customers feel genuinely valued and receive more care, attention, and service than they anticipated. This lasting positive impression ensures they’ll remember your brand when it’s time to return or recommend it to others.

With over three decades of experience, Hudson Software’s specialized team excels in top-notch technical support and customer service. This extensive experience ensures we are well-prepared to stay ahead in the ever-evolving technology landscape. From large enterprises to varied startups, our team’s involvement across industries guarantees a deep understanding of prompt problem-solving on emerging devices.

Contact Hudson Software for unparalleled Outsourced Tech Support. Image of a phone displaying our dedicated number.

Personalized technical support that goes beyond expectations

Our personalized approach means we don’t just resolve issues—we anticipate needs, adapt to unique challenges, and deliver support that feels seamless and truly exceptional. Going beyond expectations is at the core of everything we do, ensuring your customers receive the care and attention they deserve.

Discover what sets us apart from other outsourced technical support providers:

Comprehensive Technical Support Across All Levels

Hudson Software handles all levels or tiers of technical support. It is a complete service that will free up valuable resources at your company. We solve your customers’ problems without lengthy delays and, most importantly, without burdening you with escalations.

Immediate Attention to Critical Issues

Critical issues that affect your company and products are dealt with immediately! Hudson Software utilizes AI-powered monitoring systems to detect and respond to critical issues in real-time. You can’t afford to have a major problem wait, and we understand that. By leveraging artificial intelligence, we can proactively identify potential problems before they escalate. We treat your business as we would treat our own. When our AI systems detect a problem that we feel you need to address right away, you will hear from us promptly.

Direct Access to Our Team

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. At Hudson Software, you can talk directly to your agents, your lead agent, operations manager, or even the company president. We believe in open communication and transparency to ensure your needs are met promptly and effectively.

Powerful Integrations

With Hudson Software’s integration tools, managing your data across multiple platforms becomes seamless. Our incident tracking software is designed to connect to CRMs such as Microsoft Dynamics, Salesforce, Freshdesk, Zendesk, and JIRA effortlessly. Thanks to our REST Style Open API, Hudson is fully equipped to integrate with a wide range of data sources, applications, and email providers.

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

An advanced mail parser. Powerful Business Process Automation software. Sentiment Analysis. AI-driven diagnostics, AI-driven automation, and API Controls. These are just some of the tools that Hudson Software uses to help resolve customers’ issues more quickly and efficiently.

Technical Support is not a Commodity

Outsourced technical support is not a standardized, interchangeable product or service.

Technical Support is more than a first impression – it might be your only impression! Every moment counts, and our prompt, effective assistance ensures your customers remember your unwavering commitment.

Elevate your customer experience with personalized support that goes beyond expectations. Because sometimes, that’s the difference between winning the next sale or losing it to the competition. Choose Hudson Software as your premier partner for outsourced tech support that leaves a lasting impact.

Learn More •

Why choose a call center in the United States?

We’ve heard our clients express their frustrations with offshore solutions.

Unresolved problems and frequent retraining frequently offset any potential savings from lower offshore wages.

Hudson Software is a 100% U.S.-owned and operated company, fully incorporated and wholly located in the United States.

All of our agents live and work here, ensuring that every part of our service is domestic and never outsourced overseas.

Strategically situated just 1 hour north of the iconic Empire State Building, Hudson offers premier Outsourced Tech Support and cutting-edge solutions for your business needs.

Offshore Scripts

Offshore agents are trained to be courteous above all else, but they might be so focused on being polite that it takes several minutes just to get through the pleasantries. This will add to the frustrations of customers who now feel that their valuable time is being wasted, especially if the agent comes off as insincere.

Intuitive Balance

A U.S.-based agent from Hudson Software will have the cultural awareness to read your customer’s signals and better assess the situation, knowing when it’s appropriate to prioritize your customer’s immediate needs.

Time and Training

Most offshore centers will need you to be heavily involved in training the agents who will answer your customers’ calls. Your resources may be required for other internal matters as well.

Internal Focus

Getting up and running quickly is crucial, but training support agents can be time-consuming. Hudson Software takes care of agent training for you so you can focus on your core business. With over 30 years of outsourcing experience, we ensure our team is always ready to support your applications.

Why U.S.-Based Support is the Smarter Choice •

KEY HUDSON FEATURES

Agents
Our agents are simply the best. We require everyone to pass hands-on, oral, and written tests. Your customers will have their call answered by a technician who is familiar with your products and able to resolve their problem.
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.
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.

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.
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.

Channels of Support

Hudson provides a variety of technical support channels and services tailored to your business needs.

You can choose to offer all of these communication options to your customers or select only the ones that align with your goals. Our team is dedicated to understanding the unique needs of your business and crafting the right combination of services to achieve success.

No matter which services you choose, we deliver the gold standard in “high-touch” support. Whether your customers are engineers, educators, novices, or experts, our mission is to ensure they finish their support experience feeling both surprised and delighted by the level of care and expertise they’ve received.

Success with Multi-Channel Support • Delight and Tech Support •

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 therefore contributes to the high satisfaction levels. And certainly, from a customer service standpoint, there is no substitute for a warm, friendly representative interacting with your customers in real time.

Success with Phone Support •

Email

Email technical support services are a great solution for customers who prefer a quick and flexible way to get help. Whether they’re short on time and need to send a message and move on, or they have a straightforward inquiry that doesn’t require extensive back-and-forth, email support provides an efficient option. It’s also an excellent choice for businesses looking for cost-effective support solutions or those that don’t require the extended availability of live phone support.

Success with Email Support •

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.

Success with Chat Support •

Self Service

Customers who are comfortable with the technology often prefer to look up solutions at their own convenience. Even customers who prefer help from a live support agent want to know whether you offer self-help resources online. An online knowledgebase demonstrates your commitment to giving them whatever they need in order to have a positive experience. And it shows that you stand behind your software.

And, of course, a well-designed self-help option is the most efficient and the most cost effective of any support channel.

When you choose Hudson Software, you can have as much or as little control over your knowledgebase as you like. If you would prefer to create and manage your own self-help knowledge, we will host the site and give you the tools and assistance you need to get started. Or, put our experienced team to work for you. We will monitor your customer activity and create relevant, effective content based on our interactions with your customers.

Success with Self Service Portals •

Contact Us

Discover the difference decades of dedication and the quality of a privately held corporation make in Outsourcing Support and Customer Success.

Eager to learn more? Take the next step and reach out to us. Let’s explore how our experience can work wonders for your business.

Technical Support Agent Representative on the Phone