Support Services

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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.

Webinar

August 04

Unlocking Revenue Growth with Customer Loyalty in Field Services

Get insight and benchmark data on how to implement a comprehensive customer satisfaction and loyalty process to ensure recurring revenue growth.

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Research Report

TSIA Self-Service Best Practices

This report discusses TSIA self-service success and deflection best practices and related foundational KM practices.

Create an Exceptional Self-Service Customer Experience with Knowledge Management

Get best practice recommendations for knowledge management and self-service performance to take your self-service program to the next level.

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Research Report

Spare Parts and Logistics 2019 Multi-Member Survey Report

Results of the TSIA annual Multi-Member Survey that is focused on the hottest topics and concerns around spare parts and logistics.

Talent Management and the New Career Path (sponsored by Field Nation)

Covid has been the great accelerator. We often talk about the acceleration of connected product adoption or proactive support tools. We are . . .

What Goes Into a Differentiated Service Offer?

The median number of offers in our field services benchmark is 5. However, we often see members struggle to drive revenue from the premium offers. . . .

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.

Beyond Deflection: How Communities Add Company and Customer Value! (sponsored by

While the big push for communities came in the early 2000’s, many companies have continued to invest in their communities by expanding their initial . . .

Digital Transformation at Schneider Electric Power Systems and Services

With both data and technology growing exponentially, the digital transformation has incredible potential to open new revenue streams and upend . . .

Strategies to Migrate From Product Attached to Outcome and Subscription Offers f

The pandemic is recognized as an accelerator of the digital transformation and the shift from Capex to Opex models with XaaS and subscription offers. . . .

Aligning Support and Product Teams

Alignment between the support organization and product team, including support input into the product lifecycle are critical success factors for tech . . .

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 . . .

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?

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Experience Our Community

Join our community of support services leaders.

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Meet Our Support Services Research Executives

This team of expert research executives heads up our support services research practice.