Hudson Software Corporation

Outsourced technical support, testing and customer success since 1991

Hudson Software is a United States company that has provided technical support outsourcing since 1991, and its current focus is educational publishers, EdTech companies and software-as-a-service providers. Its clients run platforms for learning and testing and other systems that users interact with directly. The firm's view is that technical support is not a commodity: for many customers it is the only direct contact they have with a vendor, and being helped promptly decides whether the next sale goes to that vendor or a competitor.

Support staffed in the United States

The company states that every employee lives and works in the United States, and it argues that this gives agents the cultural awareness to read a caller and to know when to drop formal language. Agents must pass hands-on, oral and written tests, so a caller reaches a technician familiar with the client's products. Staff tend to stay for the long term, which the company says builds deeper product knowledge than constant retraining. Clients can reach any member of the team, including the lead agent, operations manager and president.

How a client is brought on

Hudson says it begins by learning the client's products, support channels, documentation, referral paths and tools, then designs a support flow across phone, email, chat and self-service. It connects to systems such as Freshdesk, Salesforce, Dynamics, JIRA and ServiceNow. A dedicated lead agent trains the team, manages escalations and watches trends. It reports that new products can be added without contract changes and that it has no per-agent fees, adjusting staffing to call volume.

Quality assurance testing

The firm also tests software for clients and gives three reasons for using an outside team. Objectivity: developers testing their own work stick to areas they know. Time: testing is often squeezed at release, and outside testers free developers to fix. Equipment: developers may lack the newest phones or operating systems, so a partner tests across many environments.

Customer success and self-service

Customer success covers onboarding, outreach and training that helps users succeed before problems become tickets. Self-service work builds knowledge bases and customer portals that cut support volume and help users find answers faster. Live reporting on customer issues is meant to guide product improvements.

Hudson Software Corporation provides outsourced technical support and client success programmes, mainly for EdTech and software-as-a-service companies. It has operated since 1991 and uses a team based in the United States.

What Hudson Software does

• Technical support: support staff who extend a client's own team and scale with demand.
• Quality assurance testing: real-world testing that finds problems affecting performance and usability.
• Customer success: onboarding, outreach and training so users succeed before problems become support tickets.
• Self-service: knowledge bases and customer portals that reduce support volume.

Clients

Clients include educational publishers and software firms running digital learning platforms, assessment platforms and other user-facing systems.

Key facts

• Founded: 1991
• Team: based in the United States, with long-serving staff
• Sector focus: EdTech and SaaS