15 customisable OKR examples for Customer Support Team
What are Customer Support Team 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 Team 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 Team 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 Support Team OKRs examples
You will find in the next section many different Customer Support Team 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 increase efficiency in customer support process
Increase efficiency in customer support process
Train 100% of support team on new support process workflows
Monitor staff's application of new processes post-training- Schedule mandatory training sessions for support team
- Develop comprehensive training materials on new workflows
- Reduce average ticket resolution time by 20%
- Improve collaboration and communication within teams
- Implement training sessions to enhance problem-solving skills
- Streamline ticket resolution process with automation tools
- Increase first-call resolution rate to 80%
- Implement comprehensive training for customer service representatives
- Invest in improved CRM software for customer tracking
- Monitor calls and provide feedback for continuous improvement
2. OKRs to accelerate resolution of customer support tickets
- Accelerate resolution of customer support tickets
- Increase support team's ticket processing efficiency by 20%
- Invest in efficient ticket management software
- Implement ticket prioritization strategies to expedite urgent requests
- Conduct training sessions on troubleshooting common issues
- Implement a knowledge base to facilitate 15% of ticket self-resolution
- Implement these solutions into a searchable knowledge base
- Develop comprehensive, easy-to-understand solutions
- Identify common issues from past customer tickets
- Decrease average ticket response time by 30%
- Increase availability of customer service staff
- Train staff in efficient troubleshooting techniques
- Implement a ticket prioritization system
3. OKRs to enhance the efficiency of the Cloud Support Team
- Enhance the efficiency of the Cloud Support Team
- Reduce the average response time to customer queries by 20%
- Implement comprehensive staff training for efficient query solution
- Allocate more resources towards customer service management
- Enhance customer service software for faster responses
- Implement three new measures for proactive issue identification and resolution
- Train team members on the new measures
- Identify potential problems through risk assessment analysis
- Develop procedures for efficient issue resolution
- Increase customer satisfaction score for support tickets by 30%
- Implement thorough training for support team on customer service skills
- Regularly solicit feedback to improve support services
- Develop a system for prompt response to support tickets
4. OKRs to increase business customer onboarding in customer support
- Increase business customer onboarding in customer support
- Boost direct outreach campaigns to 20 potential business customers a week
- Identify 20 potential business customers per week
- Execute weekly outreach through phone calls or emails
- Develop personalized outreach materials for each target
- Train customer support team to upsell services, increasing sales by 15%
- Implement specialized upselling training for customer support team
- Monitor, evaluate, and give feedback on performance regularly
- Introduce incentives for successful upsells
- Convert 30% of potential business customer inquiries into sales
- Implement a thorough and personalized follow-up system
- Develop a compelling sales pitch tailored to their specific business needs
- Provide potential customers with successful case studies and testimonials
5. OKRs to decrease customer issue resolution time by 20%
- Decrease customer issue resolution time by 20%
- Implement new ticketing system to streamline support process in 4 weeks
- Create a system implementation and training plan
- Research and select appropriate ticketing system software
- Execute the plan and monitor its effectiveness
- Increase first-contact resolution rate to 75% from current rate
- Monitor and adjust strategies based on resolution rates
- Implement specialized training to address identified issues
- Analyze recent unresolved customer interactions for common issues
- Train customer support staff in issue escalation and resolution techniques
- Schedule regular role-play exercises to simulate escalation scenarios
- Conduct a needs assessment for escalation training among support staff
- Develop a comprehensive training curriculum on issue resolution techniques
6. OKRs to improve customer support quality
- Improve customer support quality
- Reduce average response time to customer inquiries by 20%
- Regularly review and update customer inquiry response templates to ensure accuracy and effectiveness
- Streamline the customer inquiry process by optimizing communication channels and eliminating unnecessary steps
- Implement a user-friendly chatbot to answer common customer inquiries instantly
- Train customer service agents to improve their efficiency and speed in responding to inquiries
- Increase average customer satisfaction rating to 4.8 out of 5
- Implement targeted initiatives to address the identified areas of improvement
- Conduct a comprehensive survey to gather feedback from customers
- Analyze the survey results to identify areas of improvement and prioritize action
- Regularly monitor customer satisfaction metrics and adjust initiatives accordingly
- Implement a comprehensive training program for support staff to enhance product knowledge
- Increase the first-call resolution rate to 90%
- Enhance communication channels for timely collaboration and knowledge sharing among agents
- Analyze customer feedback data to identify commonly recurring issues for targeted resolution strategies
- Improve documentation resources to provide agents with accurate and concise troubleshooting information
- Implement comprehensive agent training program for enhanced issue resolution skills
7. OKRs to enhance communication and technical proficiency in customer interactions
- Enhance communication and technical proficiency in customer interactions
- Complete advanced customer communication training with 90% score
- Register for advanced customer communication training course
- Successfully achieve 90% score on the final test
- Dedicate time to study and practice the coursework
- Resolve 95% of technical issues faced by customers within first contact
- Hire and train skilled technical support specialists
- Implement effective customer issue tracking system
- Develop comprehensive resolution procedures
- Receive a customer satisfaction rate of at least 85% on tech-related queries
- Develop a reliable and efficient customer query response system
- Implement extensive tech training for all customer service representatives
- Regularly update FAQs and guidelines based on common tech-related queries
8. OKRs to increase customer migration from on-premises product to cloud product
- Increase customer migration from on-premises product to cloud product
- Reduce on-premises product support requests by 15% due to migration success
- Provide comprehensive training on new system usage to all staff
- Create detailed user guides and FAQs about the migrated product
- Track and address recurring issues proactively
- Secure positive customer feedback on the benefits and ease of transitioning
- Offer incentives for leaving positive, detailed feedback
- Implement staff training to ensure smooth customer transitions
- Conduct a post-transition survey to gather customer opinions
- Achieve 20% increase in cloud product subscriptions compared to on-premises
- Offer special discounts for cloud over on-premises subscriptions
- Increase customer awareness of cloud advantages through online webinars
- Implement an aggressive marketing campaign for cloud products
9. OKRs to boost enterprise customer attraction to our platform
- Boost enterprise customer attraction to our platform
- Expand platform features based on 75% of enterprise-client feedback
- Analyze feedback from 75% of enterprise clients
- Identify commonly requested platform features
- Initiate development of new features
- Increase demo requests by 30% over the next quarter
- Implement a user-friendly online demo request form
- Enhance demo product features to attract more customer interest
- Develop targeted marketing campaigns to boost demo visibility
- Enhance customer support satisfaction rate by 45%
- Implement a customer feedback system to gauge satisfaction
- Implement comprehensive training programs for customer support staff
- Improve product/service quality based on customer insights
10. OKRs to improve sales performance across all product lines
- Improve sales performance across all product lines
- Raise customer retention rate by 15%
- Improve customer support and response time
- Implement loyalty programs and reward frequent customers
- Collect feedback to understand and solve customer problems
- Achieve a 25% increase in overall unit sales
- Enhance distribution channels to broaden product accessibility
- Implement a marketing campaign to raise product awareness and demand
- Offer customer incentives like discounts or loyalty programs
- Boost the average purchase value by 10% per customer
- Introduce premium versions or add-ons of popular products
- Implement strategic up-selling and cross-selling techniques
- Offer discounts or incentives for bulk purchases
11. OKRs to decrease the Mean Time to Resolution (MTTR) for all incidents
- Decrease the Mean Time to Resolution (MTTR) for all incidents
- Improve technical skills, aiming for 15% faster handling of subsequent incidents
- Practice problem-solving using tech simulations
- Enroll in technical skill-enhancing workshops/courses
- Read, study and apply latest tech manuals/guides
- Cut the average initial response time by 20%
- Automate initial responses with a well-structured bot
- Provide quick response training to customer service teams
- Implement 24/7 customer support service
- Implement a system that ensures 90% of incidents are first-time fixes
- Develop a robust incident reporting protocol
- Train team on comprehensive problem-solving techniques
- Incorporate quality assurance check within the process
12. OKRs to enhance customer satisfaction for our SaaS product
- Enhance customer satisfaction for our SaaS product
- Increase customer retention rate by 10%
- Improve customer service response times
- Set up loyalty incentives program with potential rewards
- Regularly request feedback and implement suggestions
- Decrease customer support ticket response time by 25%
- Schedule overlapping shifts for continuous coverage
- Implement efficient customer support software
- Train support staff on quick issue resolution
- Improve customer satisfaction score by 15%
- Implement comprehensive customer service training for all staff
- Initiate customer surveys to understand their needs and expectations better
- Develop effective loyalty programs to encourage repeat business
13. OKRs to reduce customer churn by 5%
- Reduce customer churn by 5%
- Increase customer retention rate by 2% through enhanced engagement strategies
- Create a loyalty program to reward and incentivize customer loyalty
- Enhance customer support channels by implementing live chat and reducing response times
- Conduct regular customer surveys to gather feedback and identify areas for improvement
- Implement personalized email marketing campaigns to provide tailored content and offers
- Improve customer satisfaction score by 10 points through personalized support and proactive communication
- Conduct regular customer surveys to gain insights and address concerns promptly
- Develop a communication plan to proactively update customers about product developments
- Assign dedicated customer support representatives to provide personalized assistance
- Implement a CRM system to track and analyze customer data accurately
- Increase the number of customers actively using premium features by 15% through targeted promotions
- Monitor customer engagement and analyze the results to continuously improve targeted promotions
- Analyze customer data to identify preferences for targeted promotions
- Implement A/B testing to optimize the effectiveness of targeted promotions
- Create personalized and compelling promotional campaigns to showcase the value of premium features
- Decrease the average time to resolve customer issues by 20% through process optimization
- Regularly track and evaluate customer issue resolution metrics to identify areas for further process optimization
- Implement automation tools to streamline and expedite customer issue resolution workflow
- Analyze current customer issue resolution process to identify inefficiencies and bottlenecks
- Train customer support team members on efficient problem-solving techniques and effective communication skills
14. OKRs to enhance superior customer support to VIP clients
- Enhance superior customer support to VIP clients
- Increase client satisfaction score to 90% for VIPs
- Improve product/service quality based on feedback
- Implement personalized customer service for VIP clients
- Regularly request and analyze VIP client feedback
- Achieve first-response times under 2 hours for all VIP client inquiries
- Implement a priority system for VIP client inquiries
- Establish dedicated response teams for VIP clients
- Train staff on quick and efficient response techniques
- Reduce VIP client complaint rate by 20%
- Implement customized training on VIP client servicing for staff
- Enhance VIP client communication and response times
- Regularly review and improve VIP client service process
15. OKRs to increase usage of D365 Sales Hub in our organization
- Increase usage of D365 Sales Hub in our organization
- Achieve a 20% increase in daily active users within the next quarter
- Implement a user referral incentive program
- Optimize product features to improve user retention
- Launch an engaging marketing campaign to attract new users
- Conduct 3 interactive workshops on the benefits and features of D365 Sales Hub
- Identify key benefits and features of D365 Sales Hub for workshop content
- Promote and schedule D365 Sales Hub workshops to target audiences
- Plan structure and activities for three interactive workshops
- Decrease D365 Sales Hub related support queries by 30%
- Develop a user guide to resolve common issues independently
- Introduce a self-help portal with FAQ
- Implement comprehensive staff training on D365 Sales Hub usage
Customer Support Team 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 OKRsTip #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 transparencyTip #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 Support Team OKRs in a strategy map
The rules of OKRs are simple. Quarterly OKRs should be tracked weekly, and yearly OKRs should be tracked monthly. 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 OKRsIf 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 Team OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to improve efficiency and effectiveness in QA and training workflows
- OKRs to enhance finance department's risk management initiatives
- OKRs to improve the game's community size and interaction levels
- OKRs to get started with OKRs
- OKRs to improve efficiency and profitability of lab supply store
- OKRs to triple our revenue growth
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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