Deflect repeat tickets with self-serve help.
Reduce tickets on the top 10 repeat topics from 900 to 400 per month
Publish or update help articles for 100% of the top 25 ticket topics, up from 40%
Raise help center self-serve rate from 30% to 55%
Volume grows with customers because the same questions keep coming in.
Keep these measures in view as you review progress.
Set your baseline. Check where you are today, then choose targets that stretch your team.
Agree on ownership. Give each key result a clear owner and a source of data.
Check in every week. Review the numbers, share confidence, and decide what needs attention.
A machine-readable version of this example for a script or AI assistant.
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.title: Stop answering the same question twice
objectives:
- title: Deflect repeat tickets with self-serve help
outcomes:
- title: Reduce tickets on the top 10 repeat topics from 900 to 400 per month
initiatives: []
- title: >-
Publish or update help articles for 100% of the top 25 ticket topics,
up from 40%
initiatives: []
- title: Raise help center self-serve rate from 30% to 55%
initiatives: []
Cut resolution time while CSAT holds.
Cut resolution time while customer satisfaction holds
Reduce early churn.
Reduce early churn
Make the customer base grow on its own.
Make our customer base grow on its own