OKR template to boost CSAT, CES, and NPS scores via chat channel

public-lib · Published about 1 month ago

This OKR aims at improving customer satisfaction (CSAT), customer effort score (CES), and net promoter score (NPS) through the chat channel. Specifically, it targets a 15% increase in the CSAT score by enhancing the efficiency of chat response. To achieve this, the proposal is to regularly monitor chat data, train customer service representatives for swift problem resolution, and deploy a chatbot for rapid and precise answers to frequently asked questions.

Another goal is to drift up the NPS score by 20% through refining the quality of chat support. Routine examination and modification of chat scripts for better clarity, providing chat support personnel with customer service skills training, and the introduction of a quality assurance course for chat interactions are among the initiatives outlined.

Also, there's an objective to decrease the CES by 10% through improving the usability of the chat interface. The ideas proposed involve simplifying the design of the chat interface for effortless navigation, advancing the response speed within the chat, and providing clear instructions and tooltips on features within the chat.

To sum up, the OKR is committed to refining and enhancing the customer's experience through chat support, by improving its efficiency, quality, and usability. In this way, it seeks to forge better customer satisfaction and loyalty.
  • ObjectiveBoost CSAT, CES, and NPS scores via chat channel
  • Key ResultIncrease CSAT score by 15% through improving chat-response efficiency
  • TaskRegularly analyze chat data to identify bottlenecks
  • TaskTrain customer service reps for faster issue resolution
  • TaskImplement a chatbot for instant, accurate responses to common queries
  • Key ResultAchieve a 20% rise in NPS score by refining chat support quality
  • TaskRegularly review and update chat scripts for clarity
  • TaskImplement chat support training on customer service skills
  • TaskIntroduce a quality assurance process for chat interactions
  • Key ResultDecrease CES by 10% by enhancing chat interface usability
  • TaskSimplify chat interface design for seamless navigation
  • TaskImprove response speed within the chat interface
  • TaskProvide clear instructions and tooltips on chat features
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