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With the current economic conditions, companies are talking about cutting costs... but cutting in the wrong places could have long term negative impacts.
Where do you cut back to reduce costs without compromising productivity or profits? And how do you find places where you can actually grow revenue? TSIA can help you with that.
From data-driven staffing and reducing cost per incident, to leveraging support resources for expansion and cross-selling, and a whole lot more, we’ve got you covered.
There’s no better time than now to be a TSIA support services member!
What are industry drivers and emerging trends related to customer self-service?
How do companies approach single tier or 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?
What are best practices for creating and executing customer satisfaction surveys?
What percentage of support incidents originate through which channels (phone, email, chat, the company web site, etc.)?
What are best practices in supporting SaaS offerings?
How do I benchmark my company's service offer management performance versus the industry?
How can we implement technologies/tools/features that proactively notify customers about issues and prevent problems from happening in the first place?
What are examples of dashboards companies create to provide "one stop shopping" for an instant overview of the health of the support organization?
What tools and methodologies are companies using to accurately predict how many support engineers are needed at any given time?
What frameworks can we use to better align our service strategy with the overall company strategy?
What are the types of programs companies put in place to develop skills in their support services staff?
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 Field Services 2023
Get the latest TSIA research on field services trends, revenue growth opportunities, and profitable cost-cutting methods.
Incident Lifecycle Management Your Gateway to Achieving Customer Outcomes
Overcome common support challenges related to incident lifecycle management to increase customer satisfaction and value realization.
What Your Digital Transformation Strategy Could be Missing
Optimize your company’s digital transformation by including product telemetry in your strategy.
View Members-Only Content Summary
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This paper on digital acceleration addresses the two waves of digital transformation and examines the DCX transformation process.
On-Premise to Cloud
This report discusses the role of the support organization in transitioning from on-premise to the cloud.
How to Be an Efficient Support Organization in a Subscriptionbased World
Learn key operational elements necessary for support organizations as they align their journey to achieve the optimal XaaS steady-state end goal.
Self-Service Drivers that Enable Compelling Digital Customer Experience
No Digital Customer Experience strategy is complete without a robust self-service solution. Yet, TSIA sees many companies who are struggling to . . .
TSIA Support Services Organizational Structure Survey Results (In-Person Only)
The 2021 Support Organizational Structure Survey identified the investments that are being made in today’s support organizations. We will review the . . .
2021 Support Organization Structure
Summary report of the TSIA 2021 Support Organizational Structure Survey.
TSIA Self-Service Best Practices
This report discusses TSIA self-service success and deflection best practices and related foundational KM practices.
TSIA Support Services Benchmarking
This report explains the critical role the TSIA Support Services Benchmark process can play in driving organizational transformation.
Better Workforce Management to Optimize Cost and Customer Experience for Support
Learn methodologies for resourcing support centers to ensure you have the right amount of support engineers, with the right skills, at the right time.
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.
VP, Customer & Technology Operations
SVP, Global Head of Product Support
Mary Cay Kosten
SVP, Dell Technologies 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.