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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.

May 19

The State of Services for Industrial Equipment Manufacturers 2021

Get insight into emerging trends in industrial equipment and key focus areas for 2021, including strategic planning for digital transformation.


Improving the Customer Experience with Omnichannel (sponsored by Coveo)

Continuing to ignore your customer channel preferences oftentimes results in disappointment for your customers and inefficiency for your support . . .


The State of Support Services 2021

If your company provides remote services to customers to help them stand up and maintain access to your technology, this webinar is for you.

Research Report

The State of Support Services: 2021

This report discusses key marketplace trends and critical capabilities that support services organizations must acquire to ensure success in 2021.


The State of Field Services 2021

If your company has equipment on customer premise that you service, this webinar is for you. Learn key trends and core capabilities for success.

White Papers

The Evolution of the Support Services Business Model

Trends, business models, strategies, and the future of support services business models.

Research Report

The State of Field Services: 2021

An overview of the challenges faced by field services organizations and offering a path forward during 2021 and beyond.

Research Report

Customer Feedback Programs and Metrics

This report provides information on how to track customer satisfaction by analyzing the different types of surveys, survey questions, survey . . .

Data View

Collaboration Between Education Services and Support Services

Analysis of five key questions that were asked about collaboration between education services and support services organizations.


Bridging the Gap Between Education and Support Services Organizations

Join us to learn how to improve collaboration between Education and Support organizations to enhance customer experience and drive product adoption.


Transformation from Traditional to Outcome Services for Hardware Manufacturers

We’ll share case studies, discuss why field service is in the best position to help deliver outcomes, and provide tips on how to align your strategy.

Research Report

Hardware Manufacturer's Strategic Growth Plan

Four common reasons cause many strategic plans fail. This strategic growth plan addresses pitfalls so you can set your organization up for success.


Attend a TSIA Conference

TSIA conferences offer 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?
Vele Galovsky speaking at TSW

Experience Our Community

Join our community of support services leaders.
Vele Galovsky speaking at TSW

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.


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


Mohammed Ajouz
SVP, Global Head of Product Support

Dell Technologies

Mary Cay Kosten
SVP of Services Operations

Schneider Electric

Angela Reid
VP of Digital Customer Support & Satisfaction Capabilities


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.