OKRs to provide an awesome support experience
Be known for having legendary support
Improve CSAT from 70% to 85%
Write FAQ for top 20 questions asked by users
Reduce first response time to 1h
Connect support channels to Slack
Have a clear rotation of on-support calls
Improve average resolution time to be under 5h
Adopt a clear escalation process to get faster help from devs
Create internal knowledge base for common issue