15 customisable OKR examples for Customer Service

What are Customer Service OKRs?

The Objective and Key Results (OKR) framework is a simple goal-setting methodology that was introduced at Intel by Andy Grove in the 70s. It became popular after John Doerr introduced it to Google in the 90s, and it's now used by teams of all sizes to set and track ambitious goals at scale.

Writing good OKRs can be hard, especially if it's your first time doing it. You'll need to center the focus of your plans around outcomes instead of projects.

We have curated a selection of OKR examples specifically for Customer Service to assist you. Feel free to explore the templates below for inspiration in setting your own goals.

If you want to learn more about the framework, you can read our OKR guide online.

Building your own Customer Service OKRs with AI

While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI generator below or our more complete goal-setting system to generate your own OKRs.

Feel free to explore our tools:

• Use our free OKR generator
• Use Tability, a complete platform to set and track OKRs and initiatives, including a GPT-4 powered goal generator

Our customisable Customer Service OKRs examples

You will find in the next section many different Customer Service Objectives and Key Results. We've included strategic initiatives in our templates to give you a better idea of the different between the key results (how we measure progress), and the initiatives (what we do to achieve the results).

Hope you'll find this helpful!

1. OKRs to minimize customer churn for Customer Service Team

2. OKRs to enhance customer service experience for VIP clients

3. OKRs to enhance efficiency and effectiveness of customer service

4. OKRs to enhance the service quality for customer satisfaction

5. OKRs to enhance Product Service Management Efficiency

6. OKRs to elevate the quality of customer service

7. OKRs to enhance customer advocacy throughout our service processes

8. OKRs to enhance satisfaction levels of IT Service Desk

9. OKRs to enhance productivity of IT Service Desk Analysts and maintain SLAs

10. OKRs to enhance customer service by reducing average response time

11. OKRs to minimize escalation cases in customer service

12. OKRs to enhance customer satisfaction for our SaaS product

13. OKRs to increase customer retention rate

14. OKRs to enhance service infrastructure to improve customer satisfaction

15. OKRs to improve customer support quality

Customer Service OKR best practices to boost success

Generally speaking, your objectives should be ambitious yet achievable, and your key results should be measurable and time-bound (using the SMART framework can be helpful). It is also recommended to list strategic initiatives under your key results, as it'll help you avoid the common mistake of listing projects in your KRs.

Here are a couple of best practices extracted from our OKR implementation guide 👇

Tip #1: Limit the number of key results

The #1 role of OKRs is to help you and your team focus on what really matters. Business-as-usual activities will still be happening, but you do not need to track your entire roadmap in the OKRs.

We recommend having 3-4 objectives, and 3-4 key results per objective. A platform like Tability can run audits on your data to help you identify the plans that have too many goals.

Tability's audit dashboard will highlight opportunities to improve OKRs

Tip #2: Commit to weekly OKR check-ins

Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to get the full value of your OKRs and make your strategy agile – otherwise this is nothing more than a reporting exercise.

Being able to see trends for your key results will also keep yourself honest.

Tability's check-ins will save you hours and increase transparency

Tip #3: No more than 2 yellow statuses in a row

Yes, this is another tip for goal-tracking instead of goal-setting (but you'll get plenty of OKR examples above). But, once you have your goals defined, it will be your ability to keep the right sense of urgency that will make the difference.

As a rule of thumb, it's best to avoid having more than 2 yellow/at risk statuses in a row.

Make a call on the 3rd update. You should be either back on track, or off track. This sounds harsh but it's the best way to signal risks early enough to fix things.

How to turn your Customer Service OKRs in a strategy map

OKRs without regular progress updates are just KPIs. You'll need to update progress on your OKRs every week to get the full benefits from the framework. Reviewing progress periodically has several advantages:

• It brings the goals back to the top of the mind
• It will highlight poorly set OKRs
• It will surface execution risks
• It improves transparency and accountability

Spreadsheets are enough to get started. Then, once you need to scale you can use a proper OKR platform to make things easier.

Tability's Strategy Map makes it easy to see all your org's OKRs

If you're not yet set on a tool, you can check out the 5 best OKR tracking templates guide to find the best way to monitor progress during the quarter.

More Customer Service OKR templates

We have more templates to help you draft your team goals and OKRs.

• OKRs to improve performance and efficacy of reading teachers
  teacher-performanceliteracy-improvementreading-teacherprofessional-development-facilitatorliteracy-teaching-strategies-teamprofessional-development-workshop-team
• OKRs to boost profitability via disciplined revenue and expense management
  revenue-growthcost-reductionsales-manageroperations-managersales-teamoperations-team
• OKRs to enhance user login experience and integration with Auth0
  user-experienceauth0-integrationui-designerapi-developerui-development-teamapi-development-team
• OKRs to develop a new in-product referrals program
  growthreferralssaasstartups
• OKRs to enhance synergy between startup house and startup ecosystem
  start-up-ecosystemstrategic-partnershipsstart-up-house-coordinatorecosystem-partnership-managerpartnership-management-teaminnovation-workshop-team
• OKRs to enhance audience nurturing for improved policy acquisition
  audience-nurturingpolicy-acquisitionuser-experience-designercontent-marketermarketing-teamdevelopment-team

OKRs resources

Here are a list of resources to help you adopt the Objectives and Key Results framework.

• To learn: What is the meaning of OKRs
• Blog posts: ODT Blog
• Success metrics: KPIs examples

Create more examples in our app

You can use Tability to create OKRs with AI – and keep yourself accountable 👀

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