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:
- 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 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. 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
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 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
5. 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
6. OKRs to improve MTTR efficiency to enhance customer satisfaction
- Improve MTTR efficiency to enhance customer satisfaction
- Implement automation tools to decrease manual intervention in incident resolution by 20%
- Monitor and measure the effectiveness of automation tools in reducing manual intervention
- Determine specific incidents that can be resolved through automation
- Conduct a thorough evaluation of available automation tools for incident resolution
- Implement selected automation tools into incident resolution processes
- Increase first-call resolution rate by 10% through improved troubleshooting techniques
- Develop a standardized troubleshooting checklist and documentation process
- Encourage knowledge sharing and collaboration among support team members to enhance troubleshooting efficiency
- Conduct regular performance evaluations to identify areas for improvement in troubleshooting skills
- Implement comprehensive training program for troubleshooting techniques
- Provide comprehensive training to support team to enhance technical capabilities and problem-solving skills
- Organize team-building activities to foster collaboration and enhance problem-solving through group participation
- Offer online training resources and modules for the support team to enhance their technical skills
- Conduct technical workshops to strengthen the support team's knowledge and proficiency
- Implement regular problem-solving exercises to improve the team's critical thinking abilities
- Reduce average incident response time by 15% through process improvement
7. OKRs to improve service recovery time in 2024
- Improve service recovery time in 2024
- Reduce mean time to recovery (MTTR) by 25% in the next product update
- Integrate higher-quality failure-detection mechanisms
- Implement automated incident response procedures
- Develop comprehensive recovery guideline documents
- Train support team on new recovery protocols to attain 90% resolution efficiency
- Schedule training sessions on new recovery protocols for support team
- Set up regular assessments to measure resolution efficiency
- Develop practical exercises to ensure understanding of new protocols
- Implement automated diagnostic tools to decrease escalation incidents by 30%
- Identify suitable automated diagnostic tools for system optimization
- Train staff on proper usage and implementation of these tools
- Purchase and install the selected automated diagnostic tools
8. 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
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 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 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
12. 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
13. OKRs to increase installs from Atlassian Marketplace
- Increase installs from Atlassian Marketplace
- Achieve a 15% conversion rate of Marketplace page visits to app installs
- Enhance app visibility with keyword optimization and appealing descriptions
- Implement incentives like discounts for app installs
- Improve user experience for seamless app installation
- Increase monthly marketing campaigns by 20% to boost visibility
- Allocate additional resources for expanded campaign efforts
- Implement, monitor and adjust the new marketing strategy
- Develop a 20% increase plan for current marketing campaigns
- Improve app rating to 4.5 stars via enhanced user support and app updates
- Improve response time and quality of customer support services
- Ask satisfied customers to leave positive reviews
- Regularly update app to fix bugs and improve performance
14. 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
15. OKRs to implement Cloud-Ready Applications
- Implement Cloud-Ready Applications
- Achieve 99% uptime in cloud environment across all migrated applications
- Conduct regular preventive maintenance and system audits
- Implement redundant systems to prevent a single point of failure
- Monitor and resolve issues promptly with a 24/7 technical support team
- Complete successful migration of 1 pilot application to cloud platform
- Develop and document cloud-focused architecture for 3 current key applications
- Develop cloud-focused architecture for each application
- Identify three key applications for cloud-based transformation
- Document the newly developed architectures
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 Support Team OKRs in a strategy map
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.
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 Team OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to increase sales and retain customers
- OKRs to effectively craft and define OKR for strategic clarity
- OKRs to boost the frequency of value-driven discussions
- OKRs to master fundamentals of Data Structures and Algorithms
- OKRs to provide an awesome support experience
- OKRs to enhance my soft skills competency
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 👀
Tability is a unique goal-tracking platform built to save hours at work and help teams stay on top of their goals.
1 Create your workspace
2 Build plans in seconds with AI
3Track your progress