Research Report

The State of Support Services: 2018

Support services will be front and center in a way they haven't been before.

This year and beyond, support services is going to be taking a more central role in customer and company success. The work necessary to innovate and transform will be significant, but the rewards will outweigh the challenges. And TSIA is here to help.

“The State of Support Services 2018” report focuses on key challenges for support and the necessity to drive innovation and transformation. Topics include:

  • Support tools and automation
  • Analytics
  • Artificial intelligence
  • Next-generation self-service
  • Omni-channel, including social, mobile, and video
  • Mature knowledge management models

Support is at a crossroads in which it has an opportunity to reinvent itself and showcase all that it has historically done to improve the customer experience, accelerate the customer time-to-smile (also known as time-to-value), and prove the value it provides to the entire company.

Download this report, share it with your team, and use it to guide your transformation.

Authored By:

Judith Platz

VP Research, Support Services, TSIA

Publish Date: March 29, 2018

I’m so grateful for all of TSIA’s support services research. It has been instrumental in helping me make positive changes within my organization.

Rene Cordova, Manager, Global Customer Care, Deltek

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