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

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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.

White Papers

On-Premise to Cloud

This report discusses the role of support in transitioning from on-premise to the clould.

How Support Services can Safely Help Sales, Their Customers, and Themselves Too

Learn why having your support team assist sales is good for your company and your customers and get actionable takeaways to implement with your team.

A Masterclass in AI-Enabled Support Transformation

Join us to hear how to leverage your AI to reduce case resolution time by growing successful customer self-service.

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.

IS 2019 THE YEAR OF THE HUMAN?

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.

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?

Learn More

Experience Our Community

Join our community of support services leaders.

View More TSIA Members

Meet Our Support Services Research Expert

Vele Galovski is the vice president of support and field services research for TSIA. In this role, he works closely with member companies to deliver research and advisory programs focused on helping them optimize customer support and field service delivery and engineer profitable customer outcomes.

Learn more about Vele.