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SaaS businesses need a fundamentally different customer support model than traditional legacy software companies. Their customers live connected to their technology every day, and their support teams need real-time access to operational customer product data to provide effective, personalized service.
SaaS products generate lots of data. And support teams are often siloed, with support and engineering using different systems for ticketing, project management, bug and enhancement tracking, and collaboration and messaging, which brings additional complexity to the situation.
When every support experience has the potential to impact customer satisfaction and put recurring revenue at risk, a different support model and a focus on streamlining support operations become critical factors for driving SaaS revenue growth.
Please join us for a lively discussion of the “4 must-haves” for modern SaaS customer support with John Ragsdale, Distinguished Researcher of TSIA, and Somya Kapoor CEO of TheLoops.
Distinguished Researcher, Vice President of Technology Ecosystems, TSIA
Publish Date: August 5, 2021
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.