TSIA 2016 State of Support Services

Customer Support Organizations, now more than ever, are facing large challenges across their support services operations. The challenges go beyond the traditional support services type of questions such as channel mix, support metrics, and customer satisfaction drivers and are now focused on how to adjust their organizations to deliver outcome-based support. In addition, Support executives continue to receive incredible pressure to reduce the cost of delivering support. This pressure, along with the push to deliver outcome-based support, is forcing a certain amount of experimentation on how to reinvent the support services organization.

Knowing this, support service organizations must focus on support services transformation this year in the four distinct areas, TSIA Research suggests members create and/or review the following:

• Customer Experience Strategy
• Customer Engagement Strategy
• Support Modernization Strategy
• Technology Adoption Strategy