TSIA Member Webinar
John Ragsdale, VP, Technology and Social Research - TSIA
October 2013

Service Disciplines:Education Services, Field Services, Professional Services, Support Services, Managed Services, Service Revenue Generation

Functional Areas: Strategy, Support

Keywords: Online Community, community, support communities, Benchmarking, Benchmark, benchmark review, Support, customer communities, Survey, Social Support

Over 80 percent of TSIA members offer an online support community for customers. What started in 2004 as a fad has turned into a critical customer channel, capable of handling thousands of customer questions each month with little or no effort from your support staff. As support communities shift from a “nice to have” to a “strategic advantage,” TSIA members are pushing for more information on how to implement, staff, and manage robust customer communities—and how to gauge success. To answer these questions, TSIA is launching the industry's very first benchmark effort specifically for customer communities.

When members complete the community benchmark survey, they will receive a one hour "benchmark review" call with John Ragsdale, TSIA's VP of Technology and Social Research, to find out how your community metrics and processes compare to industry peers.  In this webinar, John will share details about TSIA’s new community benchmark program, including:

  • An overview of survey questions, covering community size, growth, issue resolution, cost, technology, satisfaction, and other key metrics.
  • How TSIA benchmarking works, including data privacy concerns.
  • How to access the survey and begin the benchmarking process.