Support Services

Streamline and scale your support operations—sustainably

Partnering with TSIA puts you in prime position to maximize your organization’s service efficiency and optimize its overall customer experience.
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A sample of the TSIA Support Services community

How can your TSIA Support Services subscription help you today?

Organizations that outsource support to a third party have a substantially lower hour rate for level 1 service desk.

30%

Only 30% of companies conduct surveys to determine customer satisfaction with self service.

28%

Only 28% of Support Services executives tie a portion of their compensation to customer satisfaction.

38%

Only 38% of Support Services organizations have a formal process to provide input to the company's product planning process.

Support Services Delivery Optimization

Optimize costs without jeopardizing future profitable revenue generation. Being a "low-cost" provider never goes out of style.

Support Services Business Model

Evolve your support organization from a cost center to an ‘engine of company growth’ with cross-functional alignment.

Self-Service & Knowledge Management

Scale operations with a strong knowledge management foundation that enables self-service.

Improving the Customer Experience

Create a seamless omnichannel experience informed by surveys and operational metrics to drive annual recurring revenue.

Talent Management

Recruit, onboard, and retain talent: Support Services are fundamentally a people business.
Explore deeper insights

Critical insights to transform your Support Services organization

Navigating tough economic times

Where to cut back

Data-Driven Staffing
  • Evaluate Support Services staffing for optimal scalability and efficiency based on demand and total employee count.
Reduce Cost Per Incident
  • Leverage data-driven insights to implement knowledge management foundation that fuels self-service.
Accelerate Customer-Informed Investment Efficiencies
  • Utilize Customer Effort Scores in closed-loop feedback. Identify processes and technologies with lower customer effort.

Where to find revenue

Leverage Support Resources for Expansion and Cross-Selling
  • Identify offers that will resolve customer challenges.
Monetize Support Activities
  • Assess support for non-monetized subscription solutions. Define a minimum viable Support-driven experience and standard offer. Evaluate alignment with high-value Customer Success.
Work with Service Offer Management Teams to Develop High-Value, Tiered Support Offers
  • Leverage technical expertise in the delivery team to create compelling value propositions in the offers.

Staying ahead of the AI revolution

Forecasting and Predictive Analysis

Use forecasting models to predict support services demand, considering historical patterns, seasonality, and relevant factors.

Customer Behavior Analysis

Machine Learning can use customer behavior and preferences to anticipate potential decreases in support requests.

Machine Learning and Robotic Process Automation

Automate routine tasks with AI, enabling human agents to focus on complex and high-priority issues.

Check out TSIA’s latest and greatest insights

Proprietary data.
Real results.

From inquiry and expert guidance to data services, workshops, virtual advisory sessions, and interactive strategy reviews, we help you more efficiently align people, processes, and technology to your financial results.

Inquiry & expert guidance

Make informed decisions, identify gaps, and mitigate risk with the knowledge of our Research Experts.

Interactive strategy reviews

We’ll review and validate your strategies against proven data to help make sure your organization is on the right track.

Workshops

Collaborate with our Researchers to accelerate your organizational capabilities, optimize performance, and transform your business model.

Virtual advisory sessions

Let our team customize a hyper-targeted plan for your organization, designed to tackle the challenges you’re facing right now.

Data services

Targeted quick polls and surveys showcase the latest industry trends so you can always see how your business compares.

The TSIA advantage

Efficiently tie people, process, and technology to your financial results with industry-validated best practices and guidance.
Understand what “good” looks like
Track the metrics that matter
Stay current on up-to-the-minute industry trends
See where the industry is headed
Tackle unique business challenges

Meet your research team

With over a century of collective experience, our research experts are here to make sure your business gets the most out of your Support Services membership.
Vele Galovski
Distinguished VP Research and Advisory, Support & Field Services
Thomas Lah
Executive Director and Executive VP
George Humphrey
Distinguished VP & Managing Director, Offering and Delivery Research
Dave Baca
Director, Support Services Research

Supported by expert analytics and insights teams

Our data and research analysts and industry insights teams are here to make sure your researchers have everything they need to help your business thrive.

Data Analysts

Skilled in automation, visualization, and data engineering, our data analysts scale and maintain TSIA’s data engines.

Research Analysts

Using rigorous statistical analysis, our research analysts identify and define the critical insights that fuel our research.

Data Journalists

Through data-driven storytelling and targeted interviews with member companies, our data journalists interpret and present our research analysts' findings.
“TSIA has provided me and our organization with unbiased, objective data that is helping us define our customer experience strategies.   The industry best practices and the data associated with them help me and our organization determine if we are on the right path.”
Rob McCabe
Vice President of Global Technical Support & Research and Development
“The TSIA team were very responsive and provided information which helped my team identify areas for improvement and new opportunities.”
Alicia Wangelein
Program Manager

Omni-Channel Customer Support Troubleshooting Solutions Using Generative AI

With traditional business models being disrupted, and a new post-pandemic workplace emerging, it’s time to build a support organization that will thrive in 2023 and beyond.
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Essential resources to elevate your entire organization

The TSIA Portal gives you access to the tailored insights, strategies, and tactics you need to grow your organization and career.

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Our annual plans are designed for your success

These plans provide a range of services, including access to exclusive data, strategic support, and in-depth reviews and discussion with our Research Executives.
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For companies just starting to use data to make decisions and seeking to become industry-validated.
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Join the conversation

We couldn’t do what we do without you. That’s why whether in-person, virtually, or both, we’re proud to connect you with a diverse and inclusive network of other industry professionals who have solved the same challenges you’re facing.
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TSIA World Conferences

Connect with a diverse community of your peers and industry experts, attend inspiring keynotes and breakout sessions, and solve your business’ most pressing challenges.
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TECHtonic: the TSIA Podcast

Join host Thomas Lah as he discusses tried-and-true strategies companies need to employ to stay relevant, get profitable, and succeed in the ever-changing technology and services space.
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TSIA Discussions

Join a community of your industry peers to hear about lessons learned, discover best practices, and meet new friends along the way.
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TSIA Webinars

Stay current on the latest tech industry trends and best practices with highly interactive sessions led by our experts and partners.
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Ready to take your Support Services business to the next level?

Our industry-validated research and advisory that you can't get anywhere else is here to help you make impactful, data-driven decisions that produce real results.