Provide an awesome support experience

Tability Templates

---
title: Provide an awesome support experience
objectives:
- title: Be known for having legendary support
  outcomes:
  - title: Improve CSAT from 70% to 85%
    from: 70.0
    to: 85.0
    score_format: _number_%
    initiatives:
    - title: Write FAQ for top 20 questions asked by users
  - title: Reduce first response time to 1h
    from: 16.0
    to: 1.0
    score_format: _number_h
    initiatives:
    - title: Connect support channels to Slack
    - title: Have a clear rotation of on-support calls
  - title: Improve average resolution time to be under 5h
    from: 19.0
    to: 5.0
    score_format: _number_h
    initiatives:
    - title: Adopt a clear escalation process to get faster help from devs
    - title: Create internal knowledge base for common issue


OKR template to provide an awesome support experience

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