15 customisable OKR examples for Support Team

What are 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.

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 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 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:

Our customisable Support Team OKRs examples

You will find in the next section many different 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. OKR to streamline ticket resolution process in DACH region

  • ObjectiveStreamline ticket resolution process in DACH region
  • Key ResultReduce average ticket resolution time by 30%
  • TaskImplement more efficient ticket handling procedures
  • TaskProvide advanced problem-solving training to staff
  • TaskIntroduce effective ticket prioritization system
  • Key ResultTrain 100% of the support team on new procedural changes
  • TaskCreate comprehensive training materials for the procedural changes
  • TaskSchedule company-wide trainings for support team
  • TaskTrack and confirm individual completions
  • Key ResultImplement standard procedures for 90% of common issues
  • TaskDevelop standard procedures to address these issues
  • TaskIdentify the top common issues affecting the business
  • TaskTrain staff on implementing these procedures

2. OKR to enhance the efficiency of the Cloud Support Team

  • ObjectiveEnhance the efficiency of the Cloud Support Team
  • Key ResultReduce the average response time to customer queries by 20%
  • TaskImplement comprehensive staff training for efficient query solution
  • TaskAllocate more resources towards customer service management
  • TaskEnhance customer service software for faster responses
  • Key ResultImplement three new measures for proactive issue identification and resolution
  • TaskTrain team members on the new measures
  • TaskIdentify potential problems through risk assessment analysis
  • TaskDevelop procedures for efficient issue resolution
  • Key ResultIncrease customer satisfaction score for support tickets by 30%
  • TaskImplement thorough training for support team on customer service skills
  • TaskRegularly solicit feedback to improve support services
  • TaskDevelop a system for prompt response to support tickets

3. OKR to increase customer migration from on-premises product to cloud product

  • ObjectiveIncrease customer migration from on-premises product to cloud product
  • Key ResultReduce on-premises product support requests by 15% due to migration success
  • TaskProvide comprehensive training on new system usage to all staff
  • TaskCreate detailed user guides and FAQs about the migrated product
  • TaskTrack and address recurring issues proactively
  • Key ResultSecure positive customer feedback on the benefits and ease of transitioning
  • TaskOffer incentives for leaving positive, detailed feedback
  • TaskImplement staff training to ensure smooth customer transitions
  • TaskConduct a post-transition survey to gather customer opinions
  • Key ResultAchieve 20% increase in cloud product subscriptions compared to on-premises
  • TaskOffer special discounts for cloud over on-premises subscriptions
  • TaskIncrease customer awareness of cloud advantages through online webinars
  • TaskImplement an aggressive marketing campaign for cloud products

4. OKR 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

5. OKR to improve service recovery time in 2024

  • ObjectiveImprove service recovery time in 2024
  • Key ResultReduce mean time to recovery (MTTR) by 25% in the next product update
  • TaskIntegrate higher-quality failure-detection mechanisms
  • TaskImplement automated incident response procedures
  • TaskDevelop comprehensive recovery guideline documents
  • Key ResultTrain support team on new recovery protocols to attain 90% resolution efficiency
  • TaskSchedule training sessions on new recovery protocols for support team
  • TaskSet up regular assessments to measure resolution efficiency
  • TaskDevelop practical exercises to ensure understanding of new protocols
  • Key ResultImplement automated diagnostic tools to decrease escalation incidents by 30%
  • TaskIdentify suitable automated diagnostic tools for system optimization
  • TaskTrain staff on proper usage and implementation of these tools
  • TaskPurchase and install the selected automated diagnostic tools

6. OKR 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

7. OKR to successfully migrate users

  • ObjectiveSuccessfully migrate users
  • Key ResultAchieve a user migration rate of at least 80% within the designated timeframe
  • Key ResultMinimize user disruptions during the migration process by providing adequate support and resources
  • TaskAssign dedicated support personnel to promptly address any user concerns or questions
  • TaskProvide clear and concise documentation for seamless user guidance
  • TaskConduct thorough training sessions to equip users with necessary skills and knowledge
  • TaskOffer readily accessible technical assistance and troubleshooting resources
  • Key ResultMonitor and analyze user feedback to identify areas for improvement in the migration process
  • TaskSet up a system to collect user feedback on the migration process
  • TaskRegularly review and analyze user feedback data for insights on improvement opportunities
  • TaskIdentify specific areas in the migration process that require immediate attention based on user feedback
  • TaskImplement necessary changes or adjustments to address user feedback and improve the migration process
  • Key ResultIncrease user awareness and understanding of the migration process through targeted communication campaigns
  • TaskOrganize webinars to educate users on the migration process and address their concerns
  • TaskImplement targeted email campaigns highlighting key information and milestones of the migration process
  • TaskDevelop a series of engaging videos showcasing the benefits and steps of the migration process
  • TaskCreate and distribute informative brochures explaining the migration process to all users

8. OKR to improve sales support operations for increased revenues

  • ObjectiveImprove sales support operations for increased revenues
  • Key ResultIncrease upselling rate by 15% with enhanced support-guided recommendations
  • TaskDevelop tailored recommendation scripts for support staff to use
  • TaskTrain support team in advanced selling techniques and product knowledge
  • TaskImplement tracking metrics to monitor progress and effectiveness regularly
  • Key ResultIncrease customer engagement by 30% through revamped sales support systems
  • TaskIntroduce incentive programs to reward loyal customers
  • TaskImplement a user-friendly interface for seamless customer interaction
  • TaskTrain sales personnel on customer connectivity and relationship building
  • Key ResultReduce sales cycle duration by 20% through sales support optimizations
  • TaskTrain team on effective closing techniques
  • TaskStreamline sales proposal approval process
  • TaskImplement more efficient sales tracking software

9. OKR to increase installs from Atlassian Marketplace

  • ObjectiveIncrease installs from Atlassian Marketplace
  • Key ResultAchieve a 15% conversion rate of Marketplace page visits to app installs
  • TaskEnhance app visibility with keyword optimization and appealing descriptions
  • TaskImplement incentives like discounts for app installs
  • TaskImprove user experience for seamless app installation
  • Key ResultIncrease monthly marketing campaigns by 20% to boost visibility
  • TaskAllocate additional resources for expanded campaign efforts
  • TaskImplement, monitor and adjust the new marketing strategy
  • TaskDevelop a 20% increase plan for current marketing campaigns
  • Key ResultImprove app rating to 4.5 stars via enhanced user support and app updates
  • TaskImprove response time and quality of customer support services
  • TaskAsk satisfied customers to leave positive reviews
  • TaskRegularly update app to fix bugs and improve performance

10. OKR 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

11. OKR to improve internal stakeholder usability of new ERP system

  • ObjectiveImprove internal stakeholder usability of new ERP system
  • Key ResultIncrease stakeholder proficiency through tailored ERP training sessions
  • TaskIdentify stakeholder's proficiency level and specific training requirements
  • TaskImplement and monitor these tailored ERP training sessions
  • TaskDevelop customized training sessions based on identified requirements
  • Key ResultReduce complaint tickets related to ERP usage by 30%
  • TaskDeploy quicker tech support turnaround for ERP issues
  • TaskImprove ERP system's user interface for easier use
  • TaskImplement regular ERP training sessions for all users
  • Key ResultImplement stakeholder suggested ERP system improvements and achieve 80% positive feedback

12. OKR to enhance stability and resilience in Virtual Desktop Infrastructure (VDI)

  • ObjectiveEnhance stability and resilience in Virtual Desktop Infrastructure (VDI)
  • Key ResultImprove disaster recovery success rate to 95% by enhancing resiliency plans
  • TaskDevelop and implement improvements to increase plan resiliency
  • TaskRegularly test and adjust plans as necessary
  • TaskPerform a thorough assessment of current disaster recovery plans
  • Key ResultReduce average client-side VDI errors by 20% through software updates and troubleshooting guides
  • TaskTrain clients on using troubleshooting guides
  • TaskDevelop comprehensive troubleshooting guides for common errors
  • TaskImplement regular software updates on client-side VDI systems
  • Key ResultDecrease system downtime by 30% through infrastructure optimization and redundancy implementation
  • TaskConduct a comprehensive assessment of the existing infrastructure
  • TaskOptimize system operations for improved functionality
  • TaskImplement redundancy systems to assure uninterrupted operation

13. OKR to enhance investor relations operations to drive excellence and stakeholder satisfaction

  • ObjectiveEnhance investor relations operations to drive excellence and stakeholder satisfaction
  • Key ResultAchieve 90% accuracy in timely reporting and dissemination of investor-related information
  • TaskProvide training and resources to ensure all staff members understand and follow reporting protocols
  • TaskImplement an efficient system for tracking and organizing investor-related information
  • TaskEstablish clear guidelines and deadlines for reporting and disseminating investor information
  • TaskRegularly monitor and review the accuracy of investor-related information before dissemination
  • Key ResultImprove investor satisfaction rating to 4.5 out of 5 through effective feedback and responsiveness
  • TaskEstablish a streamlined communication channel to provide timely updates and responses to investors
  • TaskAssign dedicated staff to promptly address investor inquiries and concerns
  • TaskConduct training programs for employees on effective feedback techniques and responsiveness to enhance investor satisfaction
  • TaskImplement regular investor surveys to gather feedback on satisfaction rating and identify areas for improvement
  • Key ResultIncrease investor confidence by reducing average response time for inquiries by 30%
  • TaskStreamline internal communication channels to ensure swift resolution of investor inquiries
  • TaskTrain customer support team to prioritize and respond promptly to investor inquiries
  • TaskRegularly monitor and analyze response times to identify areas for improvement and optimization
  • TaskImplement automated email templates for frequently asked investor inquiries
  • Key ResultIncrease investor engagement by 20% through proactive communication and targeted outreach
  • TaskConduct personalized phone calls to address specific investor queries and provide support
  • TaskHost monthly webinars to update investors on market trends and the company's progress
  • TaskDevelop a quarterly newsletter with updates, performance metrics, and investment opportunities
  • TaskExpand social media presence to share regular updates, industry insights, and engage with investors

14. OKR to enhance Webhooks Experience and Address Technical Debt

  • ObjectiveEnhance Webhooks Experience and Address Technical Debt
  • Key ResultIncrease webhook delivery success rate by 10% through optimized error handling
  • TaskEnhance webhook monitoring and alerting system to promptly identify and investigate delivery failures
  • TaskImprove error response messaging to provide clear instructions for troubleshooting and resolving issues
  • TaskAnalyze webhook error logs to identify common errors and create specific error handling strategies
  • TaskImplement automated retry mechanism to resend failed webhook deliveries in case of temporary errors
  • Key ResultReduce webhook response time by 20% by streamlining and optimizing the underlying technology
  • Key ResultReduce technical debt by resolving 50% of identified issues through prioritized backlog refinements
  • Key ResultImplement automated testing for webhooks to ensure compatibility and reduce regression issues
  • TaskIntegrate the automated testing framework with the existing webhook infrastructure
  • TaskContinuously monitor and analyze test results to identify and address any compatibility issues
  • TaskResearch and select a suitable automated testing framework for webhooks
  • TaskDevelop a comprehensive test suite for webhooks to cover all possible scenarios

15. OKR to enhance intuitive feature navigation and findability

  • ObjectiveEnhance intuitive feature navigation and findability
  • Key ResultIncrease customer satisfaction rate by 20% via enhanced feature findability
  • TaskConduct user research to understand feature usage problems
  • TaskImplement UX training for customer support team
  • TaskUpdate product design for improved feature accessibility
  • Key ResultAchieve 15% less customer queries relating to feature discovery and navigation
  • TaskImplement intuitive user interfaces for easier feature discovery
  • TaskInitiate customer training sessions for navigation assistance
  • TaskImprove feature-related content in user manuals and FAQs
  • Key ResultReduce user navigation time by 30% through improved design usability
  • TaskConduct usability tests to identify current site navigation issues
  • TaskImplement A/B testing to refine navigation elements
  • TaskDevelop a more intuitive, user-friendly interface layout

Best practices for managing your Support Team 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 Support Team 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

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

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 Support Team 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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