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Support Services
Streamline your technical and customer support operations to deliver outcomes and delight your customers.
Your Resource for Navigating this Economy
With the current economic conditions, companies are talking about cutting costs... but cutting in the wrong places could have long term negative impacts.
Where do you cut back to reduce costs without compromising productivity or profits? And how do you find places where you can actually grow revenue? TSIA can help you with that.
From data-driven staffing and reducing cost per incident, to leveraging support resources for expansion and cross-selling, and a whole lot more, we’ve got you covered.
There’s no better time than now to be a TSIA support services member!
Top Support Services Challenges
Here’s a look at the top business challenges we’re currently helping our Support Services members across the globe solve:
Top Trends for Self-Service
Support Organizational Structures
Key Performance Indicators (KPIs) for Support Services
Knowledge Management Best Practices
Expand to see more business challenges we can help you solve+
Top Trends for Self-Service
What are industry drivers and emerging trends related to customer self-service?
Support Organizational Structures
How do companies approach single tier or L1, L2, and L3 support and what does the average model look like?
Key Performance Indicators (KPIs): Support Services
What are the key metrics that support service organizations should monitor?
Knowledge Management Best Practices
What are best practices for managing a knowledge base?
Best Practices for Customer Satisfaction Surveys
What are best practices for creating and executing customer satisfaction surveys?
Support Channel Mix
What percentage of support incidents originate through which channels (phone, email, chat, the company web site, etc.)?
SaaS Support Model
What are best practices in supporting SaaS offerings?
Best of Breed Technology for Contact Center/Support Operations
How do I benchmark my company's service offer management performance versus the industry?
How to Implement Proactive and Preventative Technologies
How can we implement technologies/tools/features that proactively notify customers about issues and prevent problems from happening in the first place?
Support Dashboard Examples
What are examples of dashboards companies create to provide "one stop shopping" for an instant overview of the health of the support organization?
Workforce Management (WFM)
What tools and methodologies are companies using to accurately predict how many support engineers are needed at any given time?
Aligning Service Strategy
What frameworks can we use to better align our service strategy with the overall company strategy?
Skills and Professional Development for Support Services Staff
What are the types of programs companies put in place to develop skills in their support services staff?
TSIA Can Help
Whether your question is, “What is support services?” or you’re part of a mature support organization looking to transform to provide
next-level customer support, TSIA membership is for you.
Experience Our Research
Get a glimpse into our vault of board-ready data insight, thought leadership, and best practices in support services.
TSIA’s Support Services research is backed by over one million data points, and covers topics like self-service trends, support channel mix, best practices for supporting SaaS offerings, CSAT metrics, developing support staff skills, and more.
Enabling the Journey from Reactive to Predictive to Proactive Support
Learn best practices from industry experts on how to move from reactive to predictive to proactive support and improve customer business outcomes.
Emerging Trends in Managing the Customer Lifecycle in Industrial Equipment
Join us as we explore the state of services in industrial equipment and discuss how the pandemic is accelerating digital transformation for OEMs.
Research Report
Field Services Workforce Compensation Study 2019 Report (Abridged)
Results of the TSIA 2019 Field Services Workforce Compensation Study.
The Layers of Customer Loyalty
Join TSIA’s team of support services research executives as they share benchmark data to provide insights on the three layers of customer loyalty.
Research Report
The State of Support Services: 2020
This report discusses key marketplace trends and critical capabilities that support services organizations must acquire to ensure success in 2020.
The Future of Field Services The Impact of COVID 19
Get insight into the future of OEM business models, the role of remote services, workforce management, and key capabilities to succeed post-pandemic.
Research Report
Slides | Successfully Partnering with 3rd Parties in Field Services
Discover outsourcing models, performance metrics, operational best practices, and much more.
Research Report
Slides | Reactive and Predictive and Prescriptive Support Oh My!
Making the move from Reactive to Predictive to Proactive / Prescriptive Support for all support organizations.
Field Services | Successfully Partnering with 3rd Parties in Field Services
The increase in XaaS revenues, the rise of the business buyer, and industry restructuring are all disrupting the traditional relationship between . . .
Support Services | Reactive and Predictive and Prescriptive Support Oh My!
The benefits of moving from Reactive to Predictive to Proactive / Prescriptive Support are huge for all support organizations. Responding to problems . . .
Successfully Partnering with 3rd Parties in Field Services 1
We'll set the record straight on field service metrics, best practices, and more.
Reactive and Predictive and Prescriptive Support Oh My
Learn the benefits of moving from Reactive to Predictive to Proactive / Prescriptive Support in support organizations.
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Attend a TSIA Conference
TSIA conferences offer extensive insight and actionable takeaways for those in the support services community. You’ll find sessions focused on:
- How digital transformation is creating the necessity for increased focus on front-line teams
- Cross-business unit success: How Support organizations are crossing the business lines
- Women in Support Services: What programs have been put in place to highlight, support, and advance women working in Support Services?
Experience Our Community
Join our community of support services leaders.
Meet Our Support Services Research Executives
This team of expert research executives heads up our support services research practice.
Support Services Advisory Board
This elite group of professionals advises TSIA on how to best deliver relevant programs, research, and events to members.
Corptax
Lloyd Howlett
Vice President, Support & Customer Operations
SAP
Mohammed Ajouz
SVP, Global Head of Product Support
Dell Technologies
Mary Cay Kosten
SVP, Dell Technologies Services Operations
Schneider Electric
Angela Reid
VP of Digital Customer Support & Satisfaction Capabilities
TSIA Member Outcomes
Improving first-call resolution rates and increasing CSAT.
See the impact TSIA is making on the tech industry by helping support services organizations improve their performance.