Using Data Analytics to Improve Customer Support

Posted by Judith Platz on 3/2/18 5:00 AM

We’ve all heard about how important data and data analytics are for the technology industry as a whole, but what does this mean specifically for Support organizations? Support has always had access to detailed customer data, but the ability to correctly capture, read, and apply the insights learned from this data, both directly and from support automation tools, is what can transform a Support organization into a pacesetter in the marketplace. That’s why the roles of data analyst and data scientists are becoming increasingly sought after in today’s Support organizations. To learn more about how Support orgs are investing in analytics experts, TSIA conducted a Quick Poll on the use of analytics for support services, which had some interesting results.

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Topics: customer experience, support services, data analytics, customer support

4 Remote Customer Support Predictions for 2018

Posted by Peter Zeinoun on 12/19/17 5:00 AM

It’s hard to believe 2017 is already coming to a close. As I’m looking back on the past year, and looking forward to the year ahead, it’s got me thinking about where support has been and more importantly, where it’s going. If Vegas were to put out lines for the world of customer support, here’s where I’d place my bets for 2018, which follow the themes of creating a frictionless customer experience, increasing mobility, leveraging the latest technology, and providing self-service support options.

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Topics: mobility, support services, customer support, self-service support, intelligent customer support, artificial intelligence (AI)

5 Phases of Customer Experience Strategy Maturity

Posted by Judith Platz on 10/12/17 5:00 AM

Today’s customers have large expectations, which have actually changed significantly in the past few years. These new expectations are also forcing support organizations to rapidly adjust and transform how they deliver value to their customers.   

Support organizations need to move away from the largely reactive mode of operation and become much more proactive and predictive. More than that, support needs to become real-time. They must be available at any moment, with customers having access to experts any time they may need. Everything in a modern support organization needs be interconnected, “always-on” support. It’s no wonder that today, so many are wrestling with developing timelines and strategies for the journey to create the new digital support experience that is being demanded. 

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Topics: customer experience, support services, Art and Science of the Customer Journey, customer experience strategy

Learn TSIA Insights at These Upcoming Industry Events

Posted by Tom Anderson on 9/6/17 5:00 AM

Whenever a new trend emerges in the world of technology and services, TSIA is already active in developing new research, frameworks, and expertise around what that trend can mean for your business and the future of our industry. To share their latest findings in the areas of support services, expand selling, sales, marketing, improving customer journey, and creating profitable subscription offers, TSIA executives will be presenting at several upcoming conferences and speaking engagements, including: TSIA International Support Services Summit, Marketing Loves Sales, Technology Services World, and ProductNEXT. 

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Topics: XaaS (x-as-a-service), support services, sales, expand selling, summit, marketing, products, product leader

3 Steps to Smarter Customer Support

Posted by Dave Campbell on 9/5/17 5:00 AM

It’s no secret that great customer service is growing harder and harder to deliver. Customer expectations are rising and there is a lot of pressure for support organizations to deliver more with less. Surveyed IT support organizations report that ticket volumes are up 57% over the past year, and yet headcount has remained flat. In addition to having more tickets, the issues they are working on are becoming increasingly more complex as customers demand support across more devices.

The “do more with less” challenge can feel like an uphill battle for most support organizations, but there are ways to maximize efficiency. It’s all about working smarter and not harder. In this post, I’ll be sharing some steps you can take to get started in building a smarter customer support organization. 

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Topics: knowledge management, support services, customer support, TSIA Partners, knowledge base

TSIA is Hosting a Support Services Summit in Vienna

Posted by Tom Anderson on 8/9/17 5:00 AM

TSIA experts are coming to Vienna, Austria this fall to share industry best practices and our latest research in the area of support services, including partner channel management, support metrics, outsourcing, funding, and more in our 2017 International Support Services Summit. Senior support services leaders are invited to attend this information-packed, full-day event. Space is limited, so be sure to reserve your spot and join us September 13!

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Topics: support services, summit

Catch Up on Top Technology Spending Trends for 2017 [SlideShare]

Posted by Nicole Dornsife on 7/11/17 5:00 AM

TSIA’s annual Technology Spending reports closely examine technology and services trends that are making the biggest impact on businesses across the industry. View this SlideShare to get 3 highlights from all 8 of these reports, which cover our research areas of Customer Success, Education Services, Expand Selling, Field Services, Managed Services, Professional Services, Service Revenue Generation, and Support Services.

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Topics: customer success, education services, managed services, support services, service revenue generation, professional services, field services, expand selling, slideshare, TSIA Research

TSIA Service Trends Webinar Roundup: Summer Edition

Posted by Nicole Dornsife on 7/6/17 5:00 AM

At TSIA, we are dedicated to helping technology services organizations of all sizes stay on top of the latest best practices for growing and advancing their business. Our 30-minute TSIA public webinars are a great way to hear directly from our research team about how emerging industry trends are affecting their respective service discipline, and what you can do to stay current. Here's a recap of this summer’s webinars in case you missed them!  

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Topics: customer success, education services, managed services, support services, professional services, field services, expand selling, webinars

3 Mistakes to Avoid When Outsourcing Your Support Staff

Posted by David S. Carlson on 6/20/17 5:00 AM

Although the number of organizations who outsource their support has seen a slight decline, it’s still a cost-effective and valuable way to scale and supplement your support department. Based on the results of TSIA’s Support Services Benchmark survey, we’ve uncovered several benefits to outsourcing that can have a significant positive impact on the quality of support organizations can provide. However, outsourcing can also present some common issues that you should be wary of. In this post, I’m going to share some of the top outsourcing mistakes you should look out for and avoid making. 

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Topics: support services, customer support, outsourcing

3 Service Lines That Can Benefit from Partnering with Education Services

Posted by Maria Manning-Chapman on 4/27/17 5:00 AM

Convergence, what does it mean? In the literal sense, convergence is when two, or more, things come together and unite in a common interest or focus. Why are service lines and other internal organizations considering convergence, and why now? The short answer is: recurring revenue models (think subscriptions). Recurring revenue models require companies to think differently than they have in the past, with particular focus on driving product adoption, subscription renewal rates, and expansion of the company footprint in each account.

This shift of focus requires organizations that have functioned independently in the past to come together to ensure the success of the customer. A step in the convergence direction begins with partnership, and there are three organizations with whom education services should consider partnering: customer success, professional services and support services. 

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Topics: customer success, education services, support services, professional services, training, LaaS (learning-as-a-service), TSIA Organizational Convergence Series, convergence


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