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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.
On-Premise to Cloud
This report discusses the role of support in transitioning from on-premise to the clould.
How Support Services can Safely Help Sales, Their Customers, and Themselves Too
Learn why having your support team assist sales is good for your company and your customers and get actionable takeaways to implement with your team.
A Masterclass in AI-Enabled Support Transformation
Join us to hear how to leverage your AI to reduce case resolution time by growing successful customer self-service.
Elevating CX with Cloud-Based Remote Support: Dell's IT Transformation
Join TSIA, Dell, and ScreenMeet to see how Dell Digital transformed to deliver an elevated customer experience with enterprise remote support.
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: 2019
This paper identifies major trends in support services, and discuss key service capabilities needed within support services organizations.
IS 2019 THE YEAR OF THE HUMAN?
Join us for an in-depth look at the difference between intelligence and cognition, and what this means for the future of human customer support.
The ROI of Building a Powerful Employee Culture
Join us for this 3-hour virtual summit as we discuss how to drive the notion that every employee is critical to owning the success of the customer.
The State of Support Services 2019
Learn which support services trends are driving growth and transformation this year and find out which capabilities will be necessary for success.
Building an Employee Loyalty Program: Why It Matters
Join us to learn tips and techniques to keep support employees highly engaged and invested in their support career.
The Building Blocks of a Unified Customer Experience
Discover how departments can collaborate and gain a unified view of the customer journey.
Leveraging AI to Automate Support
How is AI going to change technical support? Are chat bots going to replace employees? Join us to get answers to these questions and more.
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.