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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.


Using ML-Powered Search to Fuel Customer Self-Service Success

Understand how ML-powered search really works, and how you can make the most of the latest innovations, both today and into the future.


Using the LAER Framework for Field Services Workforce Management

Learn how to use TSIA’s LAER model to help your Field Services organization optimize capacity planning and workforce management to meet changing SLAs.


Panel | Collaborative Swarming, An Industry Perspective

For as long as anyone can remember, organizing customer support around “tiered” models has been the default organizational construct in the . . .

Research Report

State of Knowledge Management: 2021

This report focuses on both the gains and the stalls in KM progress and gives insight into challenges faced by B2B companies.


Designing Your Support Organization for XaaS Transformation

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


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.

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.

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.


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.


Meet Our Support Services Research Executives

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

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.