Support Services
AI-driven support is here, don’t get left behind
Drawing on industry trends and member insights, explore the urgency for support organizations to master AI, optimize delivery models, and adapt channel strategies to thrive in 2025.
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Trusted by top Support Services leaders everywhere
How can your TSIA Support Services subscription help you today?
Organizations that outsource support to a third party have a substantially lower hour rate for level 1 service desk.
30%
Only 30% of companies conduct surveys to determine customer satisfaction with self service.
28%
Only 28% of support services executives tie a portion of their compensation to customer satisfaction.
38%
Only 38% of support services organizations have a formal process to provide input to the company's product planning process.
Support services delivery optimization
Optimize costs without jeopardizing future profitable revenue generation. Being a "low-cost" provider never goes out of style.
Support services business model
Evolve your support organization from a cost center to an ‘engine of company growth’ with cross-functional alignment.
Self-service and knowledge management
Scale operations with a strong knowledge management foundation that enables self-service.
Improving the customer experience
Create a seamless omnichannel experience informed by surveys and operational metrics to drive annual recurring revenue.
Talent management
Recruit, onboard, and retain talent: support services is fundamentally a people business.
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Performance Optimizer
Free Support Services benchmarking
Modernize delivery operations, improve resolution times, and boost customer satisfaction overnight with TSIA’s industry-leading benchmarking.
Benchmark for free
Critical insights to transform your support services organization
Navigating tough economic times
Where to cut back
Data-driven staffing
- Evaluate support services staffing for optimal scalability and efficiency based on demand and total employee count.
Reduce cost per incident
- Leverage data-driven insights to implement knowledge management foundation that fuels self-service.
Accelerate customer-informed investment efficiencies
- Utilize customer effort scores in closed-loop feedback. Identify processes and technologies with lower customer effort.
Where to find revenue
Leverage support resources for expansion and cross-selling
- Identify offers that will resolve customer challenges.
Monetize support activities
- Assess support for non-monetized subscription solutions. Define a minimum viable support-driven experience and standard offer. Evaluate alignment with high-value customer success.
Work with service offer management teams to develop high-value, tiered support offers
- Leverage technical expertise in the delivery team to create compelling value propositions in the offers.
Staying ahead of the AI revolution
Forecasting and predictive analysis
Use forecasting models to predict support services demand, considering historical patterns, seasonality, and relevant factors.
Customer behavior analysis
Machine learning can use customer behavior and preferences to anticipate potential decreases in support requests.
Machine learning and robotic process automation
Automate routine tasks with AI, enabling human agents to focus on complex and high-priority issues.
Solutions designed with you in mind
Check out some of the biggest challenges we’re privileged to help our Support Services subscribers solve.
Check out TSIA’s latest and greatest insights
Proprietary data.
Real results.
From inquiry and expert guidance to data services, workshops, virtual advisory sessions, and interactive strategy reviews, we help you more efficiently align people, processes, and technology to your financial results.
Inquiry and expert guidance
Make informed decisions, identify gaps, and mitigate risk with the knowledge of our Research Experts.
Interactive strategy reviews
We’ll review and validate your strategies against proven data to help make sure your organization is on the right track.
Benchmarking
Track your organization against industry standards using a wealth of critical key performance indicators.
Virtual advisory sessions
Let our team customize a hyper-targeted plan for your organization, designed to tackle the challenges you’re facing right now.
Data services
Targeted quick polls and surveys showcase the latest industry trends so you can always see how your business compares.
The TSIA advantage
Efficiently tie people, process, and technology to your financial results with industry-validated best practices and guidance.
Understand what “good” looks like
Track the metrics that matter
Stay current on up-to-the-minute industry trends
See where the industry is headed
Tackle unique business challenges
Meet your research team
With over a century of collective experience, our Research Experts are here to make sure your business gets the most out of your Support Services membership.
Vele Galovski
Vice President of Support Services
Thomas Lah
Executive Director and Executive Vice President
George Humphrey
Distinguished Vice President and Managing Director
Dave Baca
Director of Support Services Research
Supported by expert analytics and insights teams
Our Data and Research Analysts and industry insights teams are here to make sure your researchers have everything they need to help your business thrive.
Data Analysts
Skilled in automation, visualization, and data engineering, our Data Analysts scale and maintain TSIA’s data engines.
Research Analysts
Using rigorous statistical analysis, our Research Analysts identify and define the critical insights that fuel our research.
Data Journalists
Through data-driven storytelling and targeted interviews with member companies, our Data Journalists interpret and present our research analysts' findings.
“TSIA has provided me and our organization with unbiased, objective data that is helping us define our customer experience strategies. The industry best practices and the data associated with them help me and our organization determine if we are on the right path.”
Rob McCabe
Vice President of Global Technical Support and Research and Development
“The TSIA team were very responsive and provided information which helped my team identify areas for improvement and new opportunities.”
Alicia Wangelein
Program Manager
The State of Support Services 2025
Dive deep into this comprehensive ebook to explore the critical role of AI in evolving support services delivery models—with insights to overcome key challenges and stay ahead.
Get the ebook
Essential resources to elevate your entire organization
Your free TSIA Portal account gives you access to the tailored insights, strategies, and tactics you need to grow your organization and career.
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We couldn’t do what we do without you. That’s why whether in-person, virtually, or both, we’re proud to connect you with a diverse and inclusive network of other industry professionals who have solved the same challenges you’re facing.
TECHtonic: The TSIA Podcast
Join host Thomas Lah as he discusses tried-and-true strategies companies need to employ to stay relevant, get profitable, and succeed in the ever-changing technology and services space.
