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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.
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.
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.
The Evolution of the Support Services Business Model
Trends, business models, strategies, and the future of support services business models.
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.
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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 . . .
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.
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.
TSIA conferences offer extensive insight and actionable takeaways for those in the support services community. You’ll find sessions focused on:
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.
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.