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Improving the effectiveness of self-service is a top business challenge for Support Services (SS) members, and self-service is a preferred/top support channel with customers. As a result, TSIA has been capturing benchmark data on the various methods that members use to determine self-service success and deflection.While the industry has utilized a wide variety of success and deflection measurement methods with varying results, TSIA has determined which success and deflection methods correlate to higher levels of overall business and operational performance across numerous support KPIs.The purpose of this research report is to:
Director, Support Services Research, TSIA
Publish Date: May 13, 2022
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
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.