6 customisable OKR examples for Customer Support Analyst

What are Customer Support Analyst 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 Support Analyst 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 Support Analyst 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:

Our customisable Customer Support Analyst OKRs examples

You will find in the next section many different Customer Support Analyst 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. OKR to improve customer support quality

  • ObjectiveImprove customer support quality
  • Key ResultReduce average response time to customer inquiries by 20%
  • TaskRegularly review and update customer inquiry response templates to ensure accuracy and effectiveness
  • TaskStreamline the customer inquiry process by optimizing communication channels and eliminating unnecessary steps
  • TaskImplement a user-friendly chatbot to answer common customer inquiries instantly
  • TaskTrain customer service agents to improve their efficiency and speed in responding to inquiries
  • Key ResultIncrease average customer satisfaction rating to 4.8 out of 5
  • TaskImplement targeted initiatives to address the identified areas of improvement
  • TaskConduct a comprehensive survey to gather feedback from customers
  • TaskAnalyze the survey results to identify areas of improvement and prioritize action
  • TaskRegularly monitor customer satisfaction metrics and adjust initiatives accordingly
  • Key ResultImplement a comprehensive training program for support staff to enhance product knowledge
  • Key ResultIncrease the first-call resolution rate to 90%
  • TaskEnhance communication channels for timely collaboration and knowledge sharing among agents
  • TaskAnalyze customer feedback data to identify commonly recurring issues for targeted resolution strategies
  • TaskImprove documentation resources to provide agents with accurate and concise troubleshooting information
  • TaskImplement comprehensive agent training program for enhanced issue resolution skills

2. OKR to develop a comprehensive understanding of user requirements for secure document backup

  • ObjectiveDevelop a comprehensive understanding of user requirements for secure document backup
  • Key ResultAnalyze data from customer support logs to identify the top 3 issues faced by users regarding document backup
  • TaskCompile a report highlighting the top 3 document backup issues faced by users
  • TaskIdentify recurring keywords or phrases associated with users' document backup problems
  • TaskCollect and sort customer support logs relevant to document backup issues
  • TaskAnalyze the frequency and severity of each identified issue to determine their significance
  • Key ResultConduct surveys to gather feedback from at least 500 users regarding their document backup preferences
  • TaskCreate an online survey questionnaire to gather document backup preferences from users
  • TaskAnalyze and summarize the survey data to compile a report on user preferences
  • TaskShare the survey link through email, social media, and company newsletters
  • TaskMonitor the survey responses and identify any issues or trends
  • Key ResultSummarize and present user requirements in a detailed report to guide future development and improvements
  • TaskAnalyze and identify common patterns and trends within the user requirements
  • TaskCollect user requirements through surveys, interviews, and feedback channels
  • TaskCreate a comprehensive and detailed report outlining the summarized user requirements for development guidance
  • TaskOrganize and categorize user requirements based on their importance and potential impact
  • Key ResultOrganize focus groups with a minimum of 3 diverse user segments to identify specific needs and pain points
  • TaskDevelop a structured questionnaire to gather insights on user needs and pain points
  • TaskSet up a schedule and secure venue for conducting focus groups
  • TaskIdentify and select diverse user segments based on key demographics and characteristics
  • TaskRecruit participants for each focus group and provide clear instructions for their involvement

3. OKR to determine leading causes for policy non-renewals

  • ObjectiveDetermine leading causes for policy non-renewals
  • Key ResultAnalyze data from non-renewals and categorize common reasons by week 6
  • TaskAnalyze the gathered data and categorize reasons
  • TaskCollect all data related to non-renewals before week 6
  • TaskDocument findings for each common reason weekly
  • Key ResultSubmit a detailed report outlining top 3 reasons by week 8
  • TaskAnalyze data to identify top 3 reasons
  • TaskCreate a detailed outline of findings
  • TaskSubmit the report by week 8
  • Key ResultConduct a survey from 100 non-renewing customers for detailed feedback by week 4
  • TaskDistribute survey amidst chosen customers by week 4
  • TaskCreate a detailed feedback survey
  • TaskIdentify 100 non-renewing customers for the survey

4. OKR to maximize self-service options for private customers

  • ObjectiveMaximize self-service options for private customers
  • Key ResultLaunch 3 new intuitive self-service features by the end of the quarter
  • TaskDevelop and test these self-service features thoroughly
  • TaskIdentify potential features through market research and user feedback
  • TaskEfficiently integrate and deploy new features into the system
  • Key ResultAchieve 25% customer usage of these new self-service features
  • TaskImplement a marketing campaign highlighting feature benefits
  • TaskDevelop engaging tutorials on utilizing new self-service features
  • TaskConduct user experience surveys to uncover usage barriers
  • Key ResultReduce customer support queries by 15% through increased self-service utilization
  • TaskImplement comprehensive FAQ section on the website
  • TaskImplement a robust chatbot for common queries
  • TaskDevelop easy-to-understand user manuals

5. OKR to bolster Protection Against P1 Issues

  • ObjectiveBolster Protection Against P1 Issues
  • Key ResultImprove first-time resolution rate for P1 issues to 70% across all teams
  • TaskTrain agents on P1 issue recognition and resolution
  • TaskImplement P1 issue escalation protocol
  • TaskRegularly review P1 resolution analytics
  • Key ResultImplement a 25% reduction in P1 issues through improved security protocols
  • TaskTrain staff in improved security protocols
  • TaskIdentify vulnerabilities in current security protocols
  • TaskDevelop improved, stringent security measures
  • Key ResultAchieve 90% staff training completion on new security measures by quarter end
  • TaskMonitor and report staff training progress regularly
  • TaskSchedule mandatory training sessions for all staff
  • TaskDevelop comprehensive security training program

6. OKR to enhance app personalization and customization

  • ObjectiveImprove app personalization and customization
  • Key ResultImplement personalized push notifications, resulting in a 30% increase in click-through rates
  • Key ResultIncrease user engagement by 25% through tailored content and recommendations
  • Key ResultAchieve a 20% increase in app ratings and reviews through personalized messaging and in-app surveys
  • Key ResultOffer customizable user interfaces, resulting in a 15% increase in user satisfaction

Best practices for managing your Customer Support Analyst OKRs

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 Insights DashboardTability's audit dashboard will highlight opportunities to improve OKRs

Tip #2: Commit to the weekly 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 Insights DashboardTability'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.

Best way to track your Customer Support Analyst OKRs

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

Most teams should start with a spreadsheet if they're using OKRs for the first time. Then, once you get comfortable you can graduate to a proper OKRs-tracking tool.

A strategy map in TabilityTability'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 Support Analyst OKR templates

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

OKRs resources

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

Create more examples in our app

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

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