A starting point for clearer priorities and measurable progress. Make the targets your own.
Suggested timeframe: Set with your team1 objective · 3 key results
YOUR STARTING POINTCustomer success & support OKRs
OBJECTIVE
Minimize customer touchpoints during onboarding
KR 1
Decrease customer contact rate by 25% throughout the onboarding process
KR 2
Implement a self-service portal to handle at least 30% of inquiries
KR 3
Increase first call resolution rate to 60% or higher
Ideas to get you moving
Automate common queries using chatbots
Implement a self-service portal for customers
Develop a comprehensive FAQ section
Promote portal usage to customers via various channels
Train staff to update and maintain the portal's content
Identify software for creating a user-friendly self-service portal
Implement policies for effective call handling
Regularly review and improve scripts
Provide comprehensive training for customer service representatives
Example targets. Adapt to your baseline before you start.
About this template
The OKR emphasizes minimizing customer touchpoints during onboarding process. The primary objective is to decrease customer contact rate by 25%, and to achieve this, the organization plans to automate common queries with chatbots, implement a self-service portal for customers, and develop a comprehensive FAQ section.
Secondly, the organization plans to handle at least 30% of inquiries through the self-service portal. This will be done by promoting the service through various channels and continuously training staff to update and maintain portal content. A key part of this objective is to identify a suitable software for creating a user-friendly self-service portal.
Furthermore, this OKR aims to increase the first-call resolution rate to 60% or higher. Strategies include implementing effective call handling policies, regularly reviewing and improving scripts, and providing comprehensive training for customer service representatives to increase their skillsets and efficiency.
This OKR highlights the significance of customer service in the digital age where fewer physical interactions occur, and customer satisfaction is often influenced by the organization's ability to handle inquiries and requests efficiently online.
Make it work for your team
01
Set your baseline. Check where you are today, then choose targets that stretch your team.
02
Agree on ownership. Give each key result a clear owner and a source of data.
03
Check in every week. Review the numbers, share confidence, and decide what needs attention.
Get this template as YAML
A machine-readable version of this example for a script or AI assistant.
---
title: Minimize customer touchpoints during onboarding
objectives:
- title: Minimize customer touchpoints during onboarding
outcomes:
- title: Decrease customer contact rate by 25% throughout the onboarding process
from: 0.0
to: 100.0
score_format: _number_%
initiatives:
- title: Automate common queries using chatbots
- title: Implement a self-service portal for customers
- title: Develop a comprehensive FAQ section
- title: Implement a self-service portal to handle at least 30% of inquiries
from: 0.0
to: 100.0
score_format: _number_%
initiatives:
- title: Promote portal usage to customers via various channels
- title: Train staff to update and maintain the portal's content
- title: Identify software for creating a user-friendly self-service portal
- title: Increase first call resolution rate to 60% or higher
from: 0.0
to: 100.0
score_format: _number_%
initiatives:
- title: Implement policies for effective call handling
- title: Regularly review and improve scripts
- title: Provide comprehensive training for customer service representatives
Customer success & support OKR example
Suggested timeframe: Set with your team
1 objective · 3 key results
Example targets. Adapt to your baseline before you start.