15 customisable OKR examples for Support
What are Support 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.
Creating impactful OKRs can be a daunting task, especially for newcomers. Shifting your focus from projects to outcomes is key to successful planning.
We have curated a selection of OKR examples specifically for Support 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 Support 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 Support OKRs examples
We've added many examples of Support Objectives and Key Results, but we did not stop there. Understanding the difference between OKRs and projects is important, so we also added examples of strategic initiatives that relate to the OKRs.
Hope you'll find this helpful!
1. 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
2. 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
3. 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
4. OKRs to improve sales support operations for increased revenues
- Improve sales support operations for increased revenues
- Increase upselling rate by 15% with enhanced support-guided recommendations
- Develop tailored recommendation scripts for support staff to use
- Train support team in advanced selling techniques and product knowledge
- Implement tracking metrics to monitor progress and effectiveness regularly
- Increase customer engagement by 30% through revamped sales support systems
- Introduce incentive programs to reward loyal customers
- Implement a user-friendly interface for seamless customer interaction
- Train sales personnel on customer connectivity and relationship building
- Reduce sales cycle duration by 20% through sales support optimizations
- Train team on effective closing techniques
- Streamline sales proposal approval process
- Implement more efficient sales tracking software
5. OKRs to enhance IT Helpdesk Support and Data Analysis for IT Projects
- Enhance IT Helpdesk Support and Data Analysis for IT Projects
- Increase Helpdesk Support resolution rate by 20%
- Establish clear escalation procedures
- Integrate efficient problem resolution software
- Implement advanced training for helpdesk support staff
- Reduce IT project completion time by 15% through improved data analysis
- Regularly review and improve data analysis processes
- Train IT personnel in optimized data analysis methods
- Implement advanced data analysis tools for efficient project handling
- Complete data analysis for 2 major IT projects
- Gather and organize all necessary data for both IT projects
- Analyze collected data and identify key points
- Compile and summarize the data analysis results
6. 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
7. OKRs to streamline publication of support agent knowledge articles
- Streamline publication of support agent knowledge articles
- Conduct training sessions to improve article drafting skills for 90% of agents
- Identify specific drafting skills agents need improvement in
- Develop curriculum for training sessions focusing on those skills
- Schedule, coordinate and conduct the training sessions
- Reduce knowledge article approval process time by 30%
- Implement automation tools for immediate notifications to approvers
- Provide clear guidelines for article submission
- Organize regular training for article approvers
- Implement a user-friendly interface, decreasing article submission errors by 50%
- Integrate and test the new interface design
- Evaluate current interface for potential user errors
- Develop easy-to-use interface design
8. OKRs to streamline ticket resolution process in DACH region
- Streamline ticket resolution process in DACH region
- Reduce average ticket resolution time by 30%
- Implement more efficient ticket handling procedures
- Provide advanced problem-solving training to staff
- Introduce effective ticket prioritization system
- Train 100% of the support team on new procedural changes
- Create comprehensive training materials for the procedural changes
- Schedule company-wide trainings for support team
- Track and confirm individual completions
- Implement standard procedures for 90% of common issues
- Develop standard procedures to address these issues
- Identify the top common issues affecting the business
- Train staff on implementing these procedures
9. OKRs to enhance effectiveness and efficiency of T2 support agents
- Enhance effectiveness and efficiency of T2 support agents
- Improve customer satisfaction scores by 20% post-support interaction
- Regularly review and act upon customer feedback
- Train support staff in advanced customer service techniques
- Implement detailed post-support satisfaction surveys
- Reduce average ticket resolution time by 15%
- Introduce productivity tools for speedier resolution
- Streamline ticket sorting and prioritizing process
- Implement regular training to improve team’s problem-solving skills
- Increase percentage of issues resolved on first contact to 70%
- Regularly review and improve troubleshooting methods
- Develop clear guidelines for issue resolution
- Implement comprehensive training for customer service representatives
10. OKRs to successfully migrate users
- Successfully migrate users
- Achieve a user migration rate of at least 80% within the designated timeframe
- Minimize user disruptions during the migration process by providing adequate support and resources
- Assign dedicated support personnel to promptly address any user concerns or questions
- Provide clear and concise documentation for seamless user guidance
- Conduct thorough training sessions to equip users with necessary skills and knowledge
- Offer readily accessible technical assistance and troubleshooting resources
- Monitor and analyze user feedback to identify areas for improvement in the migration process
- Set up a system to collect user feedback on the migration process
- Regularly review and analyze user feedback data for insights on improvement opportunities
- Identify specific areas in the migration process that require immediate attention based on user feedback
- Implement necessary changes or adjustments to address user feedback and improve the migration process
- Increase user awareness and understanding of the migration process through targeted communication campaigns
- Organize webinars to educate users on the migration process and address their concerns
- Implement targeted email campaigns highlighting key information and milestones of the migration process
- Develop a series of engaging videos showcasing the benefits and steps of the migration process
- Create and distribute informative brochures explaining the migration process to all users
11. OKRs to reduce support requests by 10%
- Reduce support requests by 10%
- Increase customer support training programs to decrease errors by 3%
- Develop comprehensive customer support training modules
- Schedule regular training sessions for staff
- Monitor customer service errors to track progress
- Improve FAQ and troubleshooting documentation to decrease inquiry submissions by 3%
- Update, simplify, and reorganize troubleshooting guides for better clarity
- Identify prevalent customer inquiries and incorporate responses in FAQ
- Conduct thorough review and analysis of current FAQ and troubleshooting documents
- Implement self-service support options which reduces ticket volume by 4%
- Launch an AI-powered chatbot for instant customer queries
- Implement a user-friendly FAQ section on the website
- Develop informative how-to guides for common issues
12. 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
13. 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
14. OKRs to reduce IT support response time by 20%
- Improve IT support response time
- Increase number of available support agents
- Monitor and optimize resolution time for all support tickets
- Enhance employee IT training to reduce basic inquiries
- Implement a new ticketing system for faster response
15. 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
Support 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
Having too many OKRs is the #1 mistake that teams make when adopting the framework. The problem with tracking too many competing goals is that it will be hard for your team to know what really matters.
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
Setting good goals can be challenging, but without regular check-ins, your team will struggle to make progress. We recommend that you track your OKRs weekly to get the full benefits from the framework.
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 Support OKRs in a strategy map
Quarterly OKRs should have weekly updates to get all the 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 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 Support OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to boost overall brand visibility
- OKRs to enhance Agile practices within the organization's community
- OKRs to construct an interactive dashboard in Tableau
- OKRs to implement Scrum and Agile training for the team
- OKRs to improve team members' performance and productivity
- OKRs to transform the pre-start employee journey after offer acceptance
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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