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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.
What are industry drivers and emerging trends related to customer self-service?
How do companies approach 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?
How can we implement technologies/tools/features that proactively notify customers about issues and prevent problems from happening in the first place?
How are companies structuring base and variable compensation for Support Services staff?
What are best practices in supporting SaaS offerings?
What metrics and methods are companies using to track customer satisfaction?
What are the types of programs companies put in place to develop skills?
What are examples of dashboards companies create to provide "one stop shopping" for an instant overview of the health of the support organization?
We would like to compare our current technology infrastructure with what other TSIA members are doing. What are the most popular tools, and what does TSIA recommend?
What are emerging best practices revolving around social initiatives?
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.
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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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.
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 . . .
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.
Vice President, Support & Customer Operations
SVP, Global Head of Product Support
Mary Cay Kosten
SVP of 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.