- Focus Areas
- Strategic Services
TSIA & J.D. Power's new certification program allows you to bring the power and recognition of the J.D. Power brand behind the contact methods used most by your customers – phone, email, chat and online web form case submission.
Engaging in Certified Assisted Technical Support certification can be used to:
To achieve certification, your Assisted support delivery locations that represent at least 80% of your Assisted support case volume are audited by TSIA against our industry best practices. Assisted support is defined as phone, email, chat and/or web form technical support.
In addition, the Certified Assisted Technical Support program measures the level of excellence in delivering Assisted customer satisfaction. J.D. Power conducts Internet-based surveys with customers that have had a recent Assisted support experience, and then compares your results to their customer satisfaction benchmark index. Your organization's customer satisfaction rating must be in the top 20th percentile of customer satisfaction scores to qualify for certification.
Once certified, your organization can use the J.D. Power Certified Assisted Technical Support brand for one year in a variety of marketing channels. Certified member companies can market the certifications through approved: