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With the current economic conditions, companies are talking about cutting costs... but cutting in the wrong places could have long term negative impacts.
Where do you cut back to reduce costs without compromising productivity or profits? And how do you find places where you can actually grow revenue? TSIA can help you with that.
From data-driven staffing and reducing cost per incident, to leveraging support resources for expansion and cross-selling, and a whole lot more, we’ve got you covered.
There’s no better time than now to be a TSIA support services member!
What are industry drivers and emerging trends related to customer self-service?
How do companies approach single tier or L1, L2, and L3 support and what does the average model look like?
What are the key metrics that support service organizations should monitor?
What are best practices for managing a knowledge base?
What are best practices for creating and executing customer satisfaction surveys?
What percentage of support incidents originate through which channels (phone, email, chat, the company web site, etc.)?
What are best practices in supporting SaaS offerings?
How do I benchmark my company's service offer management performance versus the industry?
How can we implement technologies/tools/features that proactively notify customers about issues and prevent problems from happening in the first place?
What are examples of dashboards companies create to provide "one stop shopping" for an instant overview of the health of the support organization?
What tools and methodologies are companies using to accurately predict how many support engineers are needed at any given time?
What frameworks can we use to better align our service strategy with the overall company strategy?
What are the types of programs companies put in place to develop skills in their support services staff?
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.
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.
The Power of Artificial Intelligence in Support Services
TSIA delves into AI in support services, considering hype vs. practicality, framework, deployment, and case studies.
From Service to Success Reinventing the role of the Field Service Engineer
Learn how reduced break/fix incidents create opportunities to focus on customer success, redefine roles, and build new career paths.
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The Customer Success and Support Services Alliance
This report looks at how CS and support teams work together to drive successful business outcomes and avoid critical escalation mismanagement.
Customer Effort Removing Friction Points in your End to End Support Process
Learn best practices for deploying CES surveys and common areas of conflict within the support process that can benefit from CES survey feedback.
Customer Effort Removing Friction Points in your End to End Support Process OD
The Digital and Service Transformation of Keysight Technologies Case Study
This report looks at the value of telemetry and connectivity with customers and the installed base.
The State of Support Services 2023
Join us for the latest in support services research and get the keys to succeeding in 2023 and beyond.
Optimizing Your Services Supply Chain
Join us as we dive into TSIA’s benchmark data and look to the future of spare parts, logistics, and supply chain to help you optimize your operation.
The State of Field Services 2023
Get the latest TSIA research on field services trends, revenue growth opportunities, and profitable cost-cutting methods.
The State of Field Services: 2023
An overview of the capabilities in which field services organizations must invest during 2023 and beyond.
TSIA Support Services Benchmarking
This report explains the critical role the TSIA Support Services Benchmark process can play in driving organizational transformation.
The State of Support Services: 2023
This report discusses key marketplace trends and critical capabilities that support services organizations must acquire to ensure success in 2023.
TSIA conferences offer extensive insight and actionable takeaways for those in the support services community. You’ll find sessions focused on:
This elite group of professionals advises TSIA on how to best deliver relevant programs, research, and events to members.
VP, Customer & Technology Operations
SVP, Global Head of Product Support
Mary Cay Kosten
SVP, Dell Technologies Services Operations
VP of Digital Customer Support & Satisfaction Capabilities
See the impact TSIA is making on the tech industry by helping support services organizations improve their performance.
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.