Support Services

Get Support Services Best Practices Research and Advisory

At TSIA, we work directly with technical and customer support services executives and their teams to help them optimize, transform, and grow their organizations.
We do this through our benchmarking and advisory programs, as well as by providing access to data on support services trends, frameworks, and research.

Top Support Services Challenges

Here’s a look at the top business challenges we’re currently helping our Support Services members across the globe solve:

Customer self-service
Support organizational structures and models
Key metrics support organizations should be monitoring
Knowledge management best practices
Expand to see more business challenges we can help you solve+

TSIA Can Help

Whether your question is, “What is support services?” or you’re part of a mature support organization looking to transform to provide
next-level customer support, TSIA membership is for you.

Experience Our Research

Get a glimpse into our vault of board-ready data insight, thought leadership, and best practices in support services.

TSIA’s Support Services research is backed by over one million data points, and covers topics like self-service trends, support channel mix, best practices for supporting SaaS offerings, CSAT metrics, developing support staff skills, and more.


Elevating CX with Cloud-Based Remote Support: Dell's IT Transformation

Join TSIA, Dell, and ScreenMeet to see how Dell Digital transformed to deliver an elevated customer experience with enterprise remote support.

Research Report

TSIA Support Services Benchmarking

This report explains the critical role the TSIA Support Services Benchmark process can play in driving organizational transformation.

Research Report

The State of Support Services: 2019

This paper identifies major trends in support services, and discuss key service capabilities needed within support services organizations.



Join us for an in-depth look at the difference between intelligence and cognition, and what this means for the future of human customer support.


The ROI of Building a Powerful Employee Culture

Join us for this 3-hour virtual summit as we discuss how to drive the notion that every employee is critical to owning the success of the customer.


The State of Support Services 2019

Learn which support services trends are driving growth and transformation this year and find out which capabilities will be necessary for success.


Building an Employee Loyalty Program: Why It Matters

Join us to learn tips and techniques to keep support employees highly engaged and invested in their support career.


The Building Blocks of a Unified Customer Experience

Discover how departments can collaborate and gain a unified view of the customer journey.


Leveraging AI to Automate Support

How is AI going to change technical support? Are chat bots going to replace employees? Join us to get answers to these questions and more.


Measuring Your Support Organization: How Do You Compare?

Join us for support metric trends and data from TSIA’s Support Services Benchmark Survey and find out how you compare to your industry peers.


Virtual Summit: Measuring and Improving Self-Service Success and Deflection

Join TSIA and our partners for this free interactive virtual summit as we share key practices and metrics for measuring success and deflection.


Building a Foundation for Transformative Self-Service

Learn the vital steps that you can undertake to transform your self-service strategy and understand the true value it is having on your business.


Attend a TSW Conference

TSW offers extensive insight and actionable takeaways for those in the support services community. You’ll find sessions focused on:

  • How digital transformation is creating the necessity for increased focus on front-line teams
  • Cross-business unit success: How Support organizations are crossing the business lines
  • Women in Support Services: What programs have been put in place to highlight, support, and advance women working in Support Services?
Judith Platz speaking at TSW

Experience Our Community

Join our community of support services leaders.

Meet Our Support Services Research Expert

Judith Platz is TSIA’s vice president of support services research. She works closely with member companies to help them streamline their current processes and workforce to operate more efficiently and become more customer-focused.

Learn more about Judith.


Support Services Advisory Board

This elite group of professionals advises TSIA on how to best deliver relevant programs, research, and events to members.


Lloyd Howlett
Vice President, Support & Customer Operations

Dell EMC

Jim Roth
SVP, Services IT

Marketo, Inc.

Patricia Lughezzani
VP, Customer Support


Aileen Allkins
Corporate VP, CSS


TSIA Member Outcomes

Improving first-call resolution rates and increasing CSAT.

See the impact TSIA is making on the tech industry by helping support services organizations improve their performance.