TSIA Discussions
A community for technology and services professionals to navigate business challenges together.
Discussion List
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Question Corinne Flanagan 2 views 0 comments 0 points Started by Corinne Flanagan Services Delivery & Operations -
Maturity Assessment to Assess Customer Readiness to Maximize Value from Your ProductAnyone have a good "maturity assessment" that your teams are using to assess each customer's current capabilities to maximize value from your product? Examples of capabilities that customer…shhughes@linkedin.com 10 views 0 comments 0 points Started by shhughes@linkedin.com Customer Success -
Are there online community benchmarks?Are there any industry benchmarks around healthy online community forum activities? Specifically: 1) Forum Activity - based on the size of community, how many new questions and new comments occur on …Answered Beverly van de Velde 299 views 9 comments 1 point Most recent by Pankaj Taneja Services Delivery & Operations -
KPI to measure full impact of self-service strategiesMy organization is familiar with traditional measures of case deflection rates, however, as we develop better and more proactive strategies, we need to evolve this metric. In previous organizations, …stephanie.hill@abbyy.com 22 views 0 comments 1 point Started by stephanie.hill@abbyy.com Customer Success -
Does anyone have any advice on how to incentivize certification exams?We are trying to increase our exam intake and I would be interested to know of different ways people do this. One idea we have is to provide discounts for people who are about to take their 2nd or fi…Beth 95 views 2 comments 0 points Most recent by joe.cannata@blueyonder.com Services Delivery & Operations -
Recommendations for Customer Journey Mapping consultantsDoes anyone have recommendations for a firm/consultant/expert who could help with customer journey mapping? First step will be to capture current state for specific segments. Thanks!Answered collin.rich@cyncly.com 48 views 1 comment 0 points Most recent by Cal Cavness Customer Success -
What are good questions to include in a training needs analysis....What are effective questions to include in a training needs analysis that also serve as a baseline for measuring post-training impact/effectiveness?Question vittorio.kirken@infor.com 29 views 0 comments 1 point Started by vittorio.kirken@infor.com Services Delivery & Operations -
On Time RenewalsWhat are the best methods/tactics of ensuring on-time renewals beyond traditional methods? - ie. quote out at least 90 days in advance, late fees, auto-renewal, support/license suspension, renewal no…
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What is the typical grace periods businesses offer for renewals after a product expires?Are there industry best practices or benchmarks for how long customers are given to renew after expiration?Answered ✓ sarahnicholson@eaton.com 65 views 1 comment 1 point Most recent by Cal Cavness Customer Success -
What pop-up survey tools do you use for measuring self-service?Self-service success and implicit case deflection are two of the key performance indicators for self-service, per TSIA's best practices. In order to accurately capture this, you need a pop-up survey …
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Software support KPIsHello, as we reach the end of calendar year 2024, a year packed with changes and new trends in the industry, i would like to ask what are for you the most relevant customer support KPIs to take into …Goncalo Pereira 129 views 1 comment 0 points Most recent by sukumar@flexera.com Services Delivery & Operations -
When tracking time for your PS and support teams what do you consider productive time?Are there any classifications that you consider non-productive effort? How do you drive prioritization for billable work vs support for NPI, pre-sales? Whats a good billable time target to consider?Answered shalu.manan@blueyonder.com 41 views 1 comment 0 points Most recent by Carlos Alves Services Delivery & Operations -
Service Delivery & Operations Capability Architecture for SaaS TransformationDear Community, Greetings!. Is there a standard architecture to capture the capability transformation for Service Delivery and Operations in a SaaS transformation?. Let me know. Thanks.Answered Balasubramanian Somasundaram 61 views 2 comments 0 points Most recent by Carlos Alves Services Delivery & Operations -
Partner Engagement Playbook - Rules of Engagement - Partners & Global Professional ServicesOur organization is working on the creation of a Partner Engagement Playbook, and I was interested in any example playbooks that other SaaS tech vendors could share. Also any best practices around th…Yvonne Toledo 77 views 2 comments 0 points Most recent by Carlos Alves Services Delivery & Operations -
B2B SaaS GTM Use Cases for Generative AI ToolsI've listened to the TSIA podcast "Applying the AI First Mentality to Revenue Generation." What was most informative was not what was said, but what was omitted in the dialogue. Customer bu…David Deans 132 views 2 comments 1 point Most recent by Alexander Ziegler Technology & Services Strategy -
How is TSIA measuring KB average content creation rate?Looking at the the Knowledge Management Maturity model, there was a survey question about average content creation rate per agent. The answer was provided in a percentage but I don't recall the deta…Answered John Bauer 73 views 1 comment 1 point Most recent by Carlos Alves Services Delivery & Operations
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E-Commerce & Credit Card DisputesGreetings All, Looking to get a sense of your best practices for handling Credit Card disputes within your E-Commerce business lines. Here are a few specific questions to get things started: What i… -
Frequency of assisted support case surveysHello all - How frequently do you conduct your assisted support case surveys? We have recently standardized from 3 different methodologies that were legacy practices from acquisitions. One system su…Gordon Sorensen 221 views 8 comments 0 points Most recent by Pradeep Mann Services Delivery & Operations -
Fix time SLOs/SLAs - Present and futureHello TSIA community, we deliver software products and of course, as part of the support offer, we have SLOs/SLAs for Response Time ; Resolution and Fix. The Fix time SLOs were defined long ago and h…Answered Goncalo Pereira 113 views 2 comments 0 points Most recent by Anivan Mookerjee Technology & Services Strategy
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Pricing Benchmark for Telecom AI ChatbotHi, I would like to know, what is the current pricing benchmark from Vendors for selling Telecom AI chatbots?Question Pardeep Bharti (Nokia) 42 views 0 comments 0 points Started by Pardeep Bharti (Nokia) Services Delivery & Operations -
Support Services: Agent Metric Performance w/ variable ranges - a good idea?For those of us who run call centers, or call center adjacent departments (level 1 customer support) we know that agent performance is key and that we have access to loads of data to create scorecard…
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How are you calculating the cost per Case/Incident?We are looking to find the best practice or industry supported way to calculate cost per case. While taking an engineers compensation (Salary, Benefits) and dividing by the cases taken is an individ…Answered ✓ Matt Meyerhoff 281 views 2 comments 0 points Most recent by Matt Bowling Services Delivery & Operations -
Shortened Holiday Hours for SaaS Support DeptQuestions: Has anyone implemented adjusted holiday hours and how was that received by your customers? Did you notice customer frustration through CSATs or customer sentiment during that period? Deta…Answered wsmith@relias.com 52 views 2 comments 0 points Most recent by wsmith@relias.com Workforce Management -
Ideal Size of a dedicated Knowledge Management teamHello Team, I would like to understand as to what would be the ideal size of a dedicated Knowledge Management team for an organization of size 800-1000 employees (as per TSIA's recommendations). Wha…Answered Deepak G 124 views 2 comments 0 points Most recent by Roy Dockery Technology & Services Strategy
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Best survey mechanism for SaaS IndustryHi all, What is the most common survey mechanism / method or tool of choice suitable for the SaaS industry? I see CSAT, CES and NPS or a hybrid of the mentioned as some common examples Thanks in adva…Answered justin.cheng@se.com 88 views 2 comments 0 points Most recent by justin.cheng@se.com Services Delivery & Operations -
Best Practices for a Formal Product Release Training Program - Partners/CustomersWe're looking to launch a more formal product release training program and looking at industry/standards and best practices around Education/Enablement timelines and deliverables for partners/custome…
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Backlog Reduction StrategiesSpecifically in a data center environment, what techniques have you implemented that led to increased productivity of backlog reduction? If you have anything related to tips/tricks you've found succe…melissa.russell@oracle.com 173 views 4 comments 1 point Most recent by Sachin Mehta-Abraham Services Delivery & Operations -
Percentage of Support tickets turn into a question ticket for Engineering - SaaS vs On-prem productsIs there any industry benchmarking data which measures support efficiency or product maturity from the perspective of the number of support tickets that need to be referred to the product engineering…Waqas Mahmood 75 views 2 comments 0 points Most recent by Sachin Mehta-Abraham Technology & Services Strategy -
Manager On-Call renumeration?I would be interested to get any feedback on what people are doing to recompense managers who have to be 'on-call' during public holidays. While we have compensation for our engineers who volunteer t…Answered Sarah Sillars 83 views 3 comments 0 points Most recent by mandy.sands@alterahealth.com Technology & Services Strategy -
Where do we stand?I'm struggling to "educate" my senior leadership on the effort required to manage a relatively large knowledgebase (50K+ articles) and content creators (500+ case managers). Our Knowledgeb…
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