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Support Services


Get Support Services Best Practices Research and Advisory

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.

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:

Customer self-service
Support organizational structures and models
Key metrics support organizations should be monitoring
Knowledge management best practices
Expand to see more business challenges we can help you solve+
 

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.

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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.

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The Building Blocks of a Unified Customer Experience

Discover how departments can collaborate and gain a unified view of the customer journey.

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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.

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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.

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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.

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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.

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Research Report

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.

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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.

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Top 5 Digital Transformation Trends in Customer Service

Learn how to harness digital transformation to improve customer experience.

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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.

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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.

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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.

 
 
 

Attend a TSW Conference

TSW offers 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?
Judith Platz speaking at TSW
 
 

Experience Our Community

Join our community of support services leaders.
 
 
 

Meet Our Support Services Research Expert

Judith Platz is TSIA’s vice president of support services research. She works closely with member companies to help them streamline their current processes and workforce to operate more efficiently and become more customer-focused.

Learn more about Judith.

 

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

Dell EMC

Jim Roth
SVP, Services IT

Marketo, Inc.

Patricia Lughezzani
VP, Customer Support

Microsoft

Aileen Allkins
Corporate VP, CSS

 

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.