16 OKR examples for Customer Support Manager

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 Manager 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 more about the OKR meaning online.

Best practices for OKR

Your objectives should be ambitious, but achievable. Your key results should be measurable and time-bound. It can also be helfpul to list strategic initiatives under your key results, as it'll help you avoid the common mistake of listing projects in your KRs.

Building your own OKRs with AI

While we have some examples below, it's likely that you'll have specific scenarios that aren't covered here. There are 2 options available to you.

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

How to track 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.

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

We recommend Tability for an easy way to set and track OKRs with your team.

Check out the 5 best OKR tracking templates to find the best way to monitor progress during the quarter.

Customer Support Manager OKRs templates

The examples have Customer Support Manager Objectives and Key Results, but they may also include the tasks that can help you get there.

OKRs to improve sales performance across all product lines

  • ObjectiveImprove sales performance across all product lines
  • Key ResultRaise customer retention rate by 15%
  • TaskImprove customer support and response time
  • TaskImplement loyalty programs and reward frequent customers
  • TaskCollect feedback to understand and solve customer problems
  • Key ResultAchieve a 25% increase in overall unit sales
  • TaskEnhance distribution channels to broaden product accessibility
  • TaskImplement a marketing campaign to raise product awareness and demand
  • TaskOffer customer incentives like discounts or loyalty programs
  • Key ResultBoost the average purchase value by 10% per customer
  • TaskIntroduce premium versions or add-ons of popular products
  • TaskImplement strategic up-selling and cross-selling techniques
  • TaskOffer discounts or incentives for bulk purchases
Turn OKRs into a Strategy Map

OKRs to boost enterprise customer attraction to our platform

  • ObjectiveBoost enterprise customer attraction to our platform
  • Key ResultExpand platform features based on 75% of enterprise-client feedback
  • TaskAnalyze feedback from 75% of enterprise clients
  • TaskIdentify commonly requested platform features
  • TaskInitiate development of new features
  • Key ResultIncrease demo requests by 30% over the next quarter
  • TaskImplement a user-friendly online demo request form
  • TaskEnhance demo product features to attract more customer interest
  • TaskDevelop targeted marketing campaigns to boost demo visibility
  • Key ResultEnhance customer support satisfaction rate by 45%
  • TaskImplement a customer feedback system to gauge satisfaction
  • TaskImplement comprehensive training programs for customer support staff
  • TaskImprove product/service quality based on customer insights

OKRs to achieve an 80% first contact resolution (FCR) across all inboxes

    OKRs to streamline Operational Efficiency

    • ObjectiveStreamline Operational Efficiency
    • Key ResultReduce customer support ticket resolution time by 25% by implementing self-service resources and improving response processes
    • TaskRegularly analyze customer feedback to identify trends and continuously improve response processes
    • TaskImplement chatbots to provide immediate and automated responses to common customer queries
    • TaskStreamline ticket triage and routing processes to ensure faster response times
    • TaskDevelop a comprehensive self-service knowledge base with frequently asked questions and guides
    • Key ResultAchieve a 15% cost reduction in supply chain management through vendor negotiation and procurement efficiency
    • TaskStreamline procurement processes by implementing automation and digitization tools
    • TaskEstablish clear performance metrics and regularly review vendors' performance to ensure efficiency and cost-effectiveness
    • TaskExplore alternative suppliers and evaluate their pricing and terms to maximize cost savings
    • TaskConduct a thorough analysis of current vendors' pricing and identify potential negotiation opportunities
    • Key ResultIncrease employee adoption of new software tools by 30% through comprehensive training and improved user experience
    • Key ResultDecrease average time spent on administrative tasks by 20% through automation and process optimization

    OKRs to boost the rate of customer repetition

    • ObjectiveBoost the rate of customer repetition
    • Key ResultImplement a customer loyalty program leading to 15% higher engagement
    • TaskDesign and launch an intriguing loyalty program
    • TaskRegularly analyze and adjust program based on customer feedback
    • TaskIdentify potential rewards for a valued customer loyalty program
    • Key ResultDecrease customer churn rate by 10% with improved customer service experiences
    • TaskImplement a comprehensive customer feedback system
    • TaskProvide continuous team training for higher service quality
    • TaskDevelop a proactive customer service strategy
    • Key ResultIncrease repeat customer rate by 20% through enhancing client satisfaction metrics

    OKRs to enhance customer service by reducing average response time

    • ObjectiveEnhance customer service by reducing average response time
    • Key ResultImplement an automated response system to handle 35% of queries
    • TaskSelect suitable software for automated response system
    • TaskIdentify the most frequent queries for automation
    • TaskTrain staff on managing and updating the system
    • Key ResultDecrease the average response time by 15%
    • TaskProvide advanced training for customer service staff
    • TaskImplement a streamlined process for responding to queries
    • TaskInvest in quicker, more efficient customer service software
    • Key ResultTrain 70% of customer service staff in time-efficient response practices
    • TaskDevelop a time-efficient response training program
    • TaskImplement the program and monitor progress
    • TaskIdentify 70% customer service staff for training

    OKRs to improve MTTR efficiency to enhance customer satisfaction

    • ObjectiveImprove MTTR efficiency to enhance customer satisfaction
    • Key ResultImplement automation tools to decrease manual intervention in incident resolution by 20%
    • TaskMonitor and measure the effectiveness of automation tools in reducing manual intervention
    • TaskDetermine specific incidents that can be resolved through automation
    • TaskConduct a thorough evaluation of available automation tools for incident resolution
    • TaskImplement selected automation tools into incident resolution processes
    • Key ResultIncrease first-call resolution rate by 10% through improved troubleshooting techniques
    • TaskDevelop a standardized troubleshooting checklist and documentation process
    • TaskEncourage knowledge sharing and collaboration among support team members to enhance troubleshooting efficiency
    • TaskConduct regular performance evaluations to identify areas for improvement in troubleshooting skills
    • TaskImplement comprehensive training program for troubleshooting techniques
    • Key ResultProvide comprehensive training to support team to enhance technical capabilities and problem-solving skills
    • TaskOrganize team-building activities to foster collaboration and enhance problem-solving through group participation
    • TaskOffer online training resources and modules for the support team to enhance their technical skills
    • TaskConduct technical workshops to strengthen the support team's knowledge and proficiency
    • TaskImplement regular problem-solving exercises to improve the team's critical thinking abilities
    • Key ResultReduce average incident response time by 15% through process improvement

    OKRs to maximize AI consulting services revenue

    • ObjectiveMaximize AI consulting services revenue
    • Key ResultAchieve a 20% increase in the conversion rate from leads to paying clients
    • TaskProvide personalized follow-up communications to address specific client needs and enhance conversion rates
    • TaskAnalyze the current lead nurturing process and identify areas for improvement
    • TaskImplement targeted email marketing campaigns to engage leads and drive conversions
    • TaskOptimize website landing pages to enhance user experience and encourage conversions
    • Key ResultReduce customer churn rate by 10% by improving customer satisfaction and retention strategies
    • TaskOffer loyalty programs and incentives to encourage customer loyalty and reduce churn rate
    • TaskEnhance product/service quality through constant monitoring and prompt resolution of customer feedback
    • TaskImplement personalized customer support strategies to enhance engagement and build stronger relationships
    • TaskConduct customer satisfaction surveys to identify pain points and areas for improvement
    • Key ResultIncrease the average contract value by 15% through upselling and cross-selling
    • TaskIdentify top-selling products/services and create bundled packages to increase cross-selling opportunities
    • TaskAnalyze customer purchase history and behavior to develop personalized upsell/cross-sell recommendations
    • TaskTrain sales team on effective upselling techniques and provide them with updated product knowledge
    • TaskImplement targeted marketing campaigns to educate customers on the benefits of upselling and cross-selling
    • Key ResultAcquire 10 new clients by implementing targeted marketing campaigns and referrals
    • TaskEncourage existing clients to refer new clients by offering incentives or rewards
    • TaskDesign and launch a social media ad campaign to attract new clients
    • TaskCreate a list of potential clients by analyzing the target market demographics
    • TaskDevelop personalized email campaigns to reach out to potential clients

    OKRs to enhance service infrastructure to improve customer satisfaction

    • ObjectiveImprove customer satisfaction through enhanced service infrastructure
    • Key ResultEnhance service infrastructure to achieve a 10% reduction in customer complaints
    • Key ResultImplement a customer feedback system resulting in a 15% increase in positive feedback
    • TaskTrain employees to address customer concerns effectively and efficiently
    • TaskAnalyze feedback data to identify areas for improvement and implement necessary changes
    • TaskConduct a survey to gather customer feedback on a regular basis
    • TaskImplement a rewards program to incentivize customers to provide positive feedback
    • Key ResultReduce average resolution time by 20% through optimized service processes
    • TaskRegularly evaluate and update service technology and tools to improve response time
    • TaskStreamline service protocols and eliminate unnecessary steps to expedite resolution time
    • TaskImplement training programs to enhance the skills and efficiency of service representatives
    • TaskIdentify bottlenecks in service process through thorough analysis and data examination
    • Key ResultIncrease customer satisfaction score by 10% through improved service response time

    OKRs to enhance product-market fit by conducting customer research and implementing user feedback

    • ObjectiveImprove product-market fit by leveraging customer research and user feedback
    • Key ResultMeasure the impact of the improvements on product-market fit by tracking user metrics
    • Key ResultConduct in-depth interviews with 50 potential and existing customers
    • Key ResultImplement the top 3 product improvements within 3 weeks
    • Key ResultAnalyze user feedback and identify the top 3 product improvements

    OKRs to enhance IT infrastructure and optimize helpdesk processes for improved efficiency

    • ObjectiveEnhance IT infrastructure and optimize helpdesk processes for improved efficiency
    • Key ResultIncrease customer satisfaction rating by 15% by implementing enhanced self-service options
    • TaskMonitor customer satisfaction rating to measure the impact of enhanced self-service options
    • TaskConduct customer research to gather feedback and identify desired self-service features
    • TaskImplement new self-service features based on customer feedback and identified areas of improvement
    • TaskEvaluate current self-service options and identify potential areas of improvement
    • Key ResultAchieve at least 90% compliance with IT security protocols through regular audits and training
    • TaskConduct quarterly audits to assess compliance with IT security protocols
    • TaskAddress any identified non-compliance issues promptly and provide appropriate corrective actions
    • TaskProvide continuous monitoring and feedback to ensure adherence to IT security protocols
    • TaskDevelop and implement regular training programs to educate employees on IT security protocols
    • Key ResultReduce average resolution time by 20% through streamlined helpdesk workflows
    • TaskAnalyze helpdesk data and identify bottlenecks to optimize and streamline workflows for faster resolution
    • TaskConduct regular training sessions for helpdesk staff to improve technical skills and efficiency
    • TaskImplement automated ticket routing system to assign tickets to appropriate support agents
    • TaskDevelop standardized troubleshooting guides and knowledge base articles for common issues
    • Key ResultImprove system availability by 10% through infrastructure upgrades and proactive maintenance
    • TaskDevelop and implement a proactive maintenance plan to prevent potential system failures
    • TaskImplement necessary infrastructure upgrades based on the assessment findings
    • TaskMonitor and analyze system performance regularly to identify any potential issues in advance
    • TaskConduct a thorough infrastructure assessment to identify potential areas for upgrade

    OKRs to improve user satisfaction through comprehensive training

    • ObjectiveEnhance user satisfaction through upgraded training
    • Key ResultIncrease user satisfaction score by 15%
    • Key ResultDecrease average response time to support tickets by 30%
    • Key ResultImprove user retention rate by 10%
    • Key ResultIncrease completion rate of comprehensive training by 20%

    OKRs to enhance efficiency and speed of the help desk process

    • ObjectiveEnhance efficiency and speed of the help desk process
    • Key ResultImplement a new help desk software to streamline ticket management
    • TaskTransition current tickets to new system
    • TaskResearch and select appropriate help desk software
    • TaskTrain support team on new software usage
    • Key ResultTrain 75% of help desk staff in revised speed-focused procedures
    • TaskImplement staff training sessions on procedures
    • TaskDevelop revised speed-focused procedures
    • TaskIdentify 75% of help desk staff for training
    • Key ResultDecrease average initial response time by 30%
    • TaskImplement streamlined customer service procedures
    • TaskRegularly monitor and evaluate response times
    • TaskTrain staff on efficient response techniques

    OKRs to increase sales and profitability for sellers in the next quarter

    • ObjectiveIncrease sales and profitability for sellers in the next quarter
    • Key ResultIncrease the number of new customers acquired by sellers by 20%
    • TaskEnhance customer referral program to incentivize existing customers to refer new buyers
    • TaskDevelop and implement targeted marketing campaigns to attract new potential customers
    • TaskAnalyze and optimize online presence to increase visibility and attract new customers
    • TaskImprove sales training program to enhance sellers' prospecting and customer acquisition skills
    • Key ResultAchieve a 10% increase in average order value per customer
    • TaskAnalyze customer preferences and identify potential products to upsell
    • TaskTrain sales team to effectively communicate and emphasize the value of additional products
    • TaskImprove website design and layout to promote cross-selling and product bundling
    • TaskImplement targeted promotions and discounts to encourage higher order values
    • Key ResultImplement and optimize targeted marketing campaigns resulting in 15% higher conversion rates
    • TaskContinuously test and refine marketing strategies to achieve 15% higher conversion rates
    • TaskConduct market research to identify target audience and their preferences
    • TaskUtilize data analytics to measure campaign effectiveness and make necessary adjustments
    • TaskCreate personalized and tailored content for each target segment
    • Key ResultImprove seller satisfaction rating to an average of 4.5 out of 5
    • TaskImplement a feedback system to gather seller ratings and reviews regularly
    • TaskProvide comprehensive seller training programs to enhance product knowledge and customer service skills
    • TaskAnalyze seller feedback data to identify recurring issues and proactively resolve them to improve satisfaction
    • TaskAssign dedicated account managers to build stronger relationships and address seller concerns promptly

    OKRs to streamline implementation process for customers

    • ObjectiveStreamline implementation process for customers
    • Key ResultReduce average implementation time to 90 days or less
    • TaskProvide additional training and resources to project teams to enhance efficiency
    • TaskStreamline project documentation and approval processes for faster sign-offs
    • TaskIdentify and address common bottlenecks in the implementation process to eliminate delays
    • TaskImplement regular review meetings and progress tracking to ensure timely completion
    • Key ResultAchieve a customer satisfaction rating of at least 95% post-implementation
    • TaskProvide comprehensive training and support to ensure customers fully understand and utilize the implemented solution
    • TaskContinuously monitor and evaluate customer satisfaction metrics to identify trends and implement necessary actions
    • TaskImprove communication channels with customers to address any concerns or issues promptly
    • TaskConduct regular customer satisfaction surveys to gather feedback and identify areas for improvement
    • Key ResultIncrease team productivity by 20% through process optimization
    • TaskConduct a thorough analysis of current processes to identify areas for improvement
    • TaskImplement automation tools and technologies to streamline repetitive tasks
    • TaskProvide regular training and support to team members to enhance their skills and efficiency
    • TaskStreamline workflows and eliminate unnecessary steps or duplication of effort
    • Key ResultDecrease the number of customer escalations related to implementation issues by 50%
    • TaskImplement a robust quality assurance process for all implementation projects
    • TaskDevelop a comprehensive training program for implementation team
    • TaskEnhance communication channels between implementation team and customers
    • TaskConduct regular customer feedback surveys to identify and address implementation issues proactively

    OKRs to implement engagement visibility for corporate customers on Mina Sidor

    • ObjectiveImplement engagement visibility for corporate customers on Mina Sidor
    • Key ResultIncrease the number of corporate users by 20% through improved platform functionality
    • TaskConduct targeted marketing for corporate users
    • TaskUpgrade platform features based on popular user feedback
    • TaskOffer limited-time promotions for corporate sign-ups
    • Key ResultReduce customer inquiries regarding engagement status by 30% after feature implementation
    • TaskImplement a self-help guide for new feature
    • TaskApply customer feedback for feature improvement
    • TaskConduct webinars demonstrating feature usage
    • Key ResultAchieve 90% positive feedback on newly implemented engagement visibility feature
    • TaskGather initial user feedback on engagement visibility feature
    • TaskContinuously monitor and adjust feature for user satisfaction
    • TaskImprove feature based on user feedback and comments

    More 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.