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At TSIA, we work directly with technical and customer support services executives and their teams to help them optimize, transform, and grow their organizations.
We do this through our benchmarking and advisory programs, as well as by providing access to data on support services trends, frameworks, and research.
What are industry drivers and emerging trends related to customer self-service?
How do companies approach L1, L2, and L3 support and what does the average model look like?
What are the key metrics that support service organizations should monitor?
What are best practices for managing a knowledge base?
How can we implement technologies/tools/features that proactively notify customers about issues and prevent problems from happening in the first place?
How are companies structuring base and variable compensation for Support Services staff?
What are best practices in supporting SaaS offerings?
What metrics and methods are companies using to track customer satisfaction?
What are the types of programs companies put in place to develop skills?
What are examples of dashboards companies create to provide "one stop shopping" for an instant overview of the health of the support organization?
We would like to compare our current technology infrastructure with what other TSIA members are doing. What are the most popular tools, and what does TSIA recommend?
What are emerging best practices revolving around social initiatives?
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.
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.
Building an Employee Loyalty Program: Why It Matters
Join us to learn tips and techniques to keep support employees highly engaged and invested in their support career.
The Building Blocks of a Unified Customer Experience
Discover how departments can collaborate and gain a unified view of the customer journey.
Leveraging AI to Automate Support
How is AI going to change technical support? Are chat bots going to replace employees? Join us to get answers to these questions and more.
Measuring Your Support Organization: How Do You Compare?
Join us for support metric trends and data from TSIA’s Support Services Benchmark Survey and find out how you compare to your industry peers.
Virtual Summit: Measuring and Improving Self-Service Success and Deflection
Join TSIA and our partners for this free interactive virtual summit as we share key practices and metrics for measuring success and deflection.
Building a Foundation for Transformative Self-Service
Learn the vital steps that you can undertake to transform your self-service strategy and understand the true value it is having on your business.
The State of Support Services: 2018
Annual report documenting major trends and disruptions in support services and highlighting the support services research plan for 2018.
The State of Support Services 2018
Join us for this annual webinar to see what’s trending in support services and learn how you support organization can be even more successful in 2018.
Top 5 Digital Transformation Trends in Customer Service
Learn how to harness digital transformation to improve customer experience.
Drive Positive Results with Analytics Usage in Support
Get findings from TSIA’s Analytics Usage in Support survey and see how support orgs can drive positive results using analytics tools and staff.
How to Identify, Score, and Monitor Your Social Customers
Learn how to create a strategy to measure social sentiment and identify sphere of influence for customers with TSIA’s new Social Engagement Rating.
TSIA Webinar: The Modern Support Service Organization: Trends, Challenges, and Opportunities
Learn the top challenges support leaders are facing and find out which topics are hot in the world of support services.
TSIA conferences offer extensive insight and actionable takeaways for those in the support services community. You’ll find sessions focused on:
Vele Galovski is the vice president of support and field services research for TSIA. In this role, he works closely with member companies to deliver research and advisory programs focused on helping them optimize customer support and field service delivery and engineer profitable customer outcomes.
Learn more about Vele.
This elite group of professionals advises TSIA on how to best deliver relevant programs, research, and events to members.
Vice President, Support & Customer Operations
SVP, Services IT
VP, Customer Support
Corporate VP, CSS
See the impact TSIA is making on the tech industry by helping support services organizations improve their performance.
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.