15 customisable OKR examples for Tech Support Team
What are Tech Support Team OKRs?
The OKR acronym stands for Objectives and Key Results. It's a goal-setting framework that was introduced at Intel by Andy Grove in the 70s, and it became popular after John Doerr introduced it to Google in the 90s. OKRs helps teams has a shared language to set ambitious goals and track progress towards them.
OKRs are quickly gaining popularity as a goal-setting framework. But, it's not always easy to know how to write your goals, especially if it's your first time using OKRs.
To aid you in setting your goals, we have compiled a collection of OKR examples customized for Tech Support Team. Take a look at the templates below for inspiration and guidance.
If you want to learn more about the framework, you can read our OKR guide online.
Building your own Tech 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 Tech Support Team OKRs examples
You will find in the next section many different Tech 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 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
2. OKRs to enhance Webhooks Experience and Address Technical Debt
- Enhance Webhooks Experience and Address Technical Debt
- Increase webhook delivery success rate by 10% through optimized error handling
- Enhance webhook monitoring and alerting system to promptly identify and investigate delivery failures
- Improve error response messaging to provide clear instructions for troubleshooting and resolving issues
- Analyze webhook error logs to identify common errors and create specific error handling strategies
- Implement automated retry mechanism to resend failed webhook deliveries in case of temporary errors
- Reduce webhook response time by 20% by streamlining and optimizing the underlying technology
- Reduce technical debt by resolving 50% of identified issues through prioritized backlog refinements
- Implement automated testing for webhooks to ensure compatibility and reduce regression issues
- Integrate the automated testing framework with the existing webhook infrastructure
- Continuously monitor and analyze test results to identify and address any compatibility issues
- Research and select a suitable automated testing framework for webhooks
- Develop a comprehensive test suite for webhooks to cover all possible scenarios
3. 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
4. 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
5. OKRs to improve internal stakeholder usability of new ERP system
- Improve internal stakeholder usability of new ERP system
- Increase stakeholder proficiency through tailored ERP training sessions
- Identify stakeholder's proficiency level and specific training requirements
- Implement and monitor these tailored ERP training sessions
- Develop customized training sessions based on identified requirements
- Reduce complaint tickets related to ERP usage by 30%
- Deploy quicker tech support turnaround for ERP issues
- Improve ERP system's user interface for easier use
- Implement regular ERP training sessions for all users
- Implement stakeholder suggested ERP system improvements and achieve 80% positive feedback
6. OKRs to improve Stability of E-commerce Platform
- Improve Stability of E-commerce Platform
- Achieve a 95% uptime rate for payment processing services by collaborating with reliable payment service providers
- Decrease platform downtime by 20% through infrastructure upgrades and proactive monitoring
- Upgrade critical infrastructure components to ensure better performance and increased reliability
- Establish regular maintenance and testing schedules to minimize unexpected downtime occurrences
- Implement improved monitoring systems to detect potential issues and address them proactively
- Conduct infrastructure analysis to identify areas requiring upgrades for minimizing downtime
- Increase average page load speed by 15% through performance optimization techniques
- Optimize and compress images to reduce their file sizes
- Enable cache settings to store static content and speed up page loading
- Reduce server response time by optimizing database queries and code efficiency
- Minimize the number of HTTP requests by combining CSS and JavaScript files
- Reduce customer support tickets related to technical issues by 25% through bug fixes and system improvements
- Conduct thorough analysis of customer support tickets to identify common technical issues
- Collaborate with development team to prioritize and address identified bugs for resolution
- Implement regular system maintenance and updates to prevent potential technical issues
- Enhance user interface and provide clear instructions for self-help troubleshooting on customer portal
7. OKRs to improve system efficiency and dependability
- Improve system efficiency and dependability
- Achieve 95% system uptime across all platforms
- Implement redundant systems to safeguard against total system failure
- Regularly perform and monitor preventive maintenance tasks
- Improve incident response and recovery procedures
- Reduce system downtime by 15%
- Adopt advanced monitoring tools for proactive error detection
- Implement regular maintenance and update schedules for all systems
- Train staff on troubleshooting and efficient problem resolution
- Increase speed of data processing by 20%
- Upgrade to more powerful, faster technology infrastructure
- Implement efficient data processing algorithms
- Train staff on optimized data handling practices
8. OKRs to successfully launch challenge MVP (Minimum Viable Product)
- Successfully launch challenge MVP (Minimum Viable Product)
- Develop functional prototype of the MVP by engaging tech team
- Assign tasks to tech team for prototype development
- Define MVP specifications and requirements with relevant teams
- Regularly supervise and adjust prototype progress
- Validate MVP through feedback from 100 beta users
- Distribute MVP to these users and gather the feedback
- Identify and recruit 100 potential beta users for testing
- Analyze and implement suggestions from user feedback
- Achieve 70% user satisfaction rate post MVP launch
- Continuously improve product based on user feedback
- Enhance user support and engagement systems
- Implement customer feedback surveys post-launch
9. OKRs to enhance the organization's information technology efficiency and security
- Enhance the organization's information technology efficiency and security
- Increase IT systems uptime to 99.9% across all operations
- Introduce proactive system performance monitoring
- Regularly update and patch all software systems
- Implement robust and diverse backup servers for essential systems
- Implement multi-factor authentication for 90% of users to enhance security
- Guide users through the multi-factor adoption process
- Choose a suitable multi-factor authentication system
- Identify and classify users based on access levels and security requirements
- Decrease system-related user complaints by 30% through proactive IT support improvements
- Enhance technical troubleshooting protocols
- Implement continuous monitoring for system performance
- Develop comprehensive IT support training programs
10. OKRs to enhance the quality and comprehensibility of technical documentation
- Enhance the quality and comprehensibility of technical documentation
- Improve user-satisfaction score regarding documentation clarity by 25%
- Revise and simplify technical language in existing documentation
- Collect user feedback regularly to pinpoint confusion
- Input visual aids to enhance document comprehensibility
- Increase documentation completeness by 30%
- Conduct comprehensive review of existing documents for gaps
- Allocate resources for completing incomplete documents
- Establish system to maintain document updates
- Conduct bi-weekly documentation review and update to ensure current and error-free information
- Evaluate and rectify any errors in the documentation
- Update outdated sections of the document
- Set a bi-weekly schedule for documentation reviews
- Reduce customer support queries about product functionality by 20%
- Conduct regular user experience testing for feedback
- Launch an online FAQ page on product functionality
- Improve product user manual for clarity and comprehensiveness
11. OKRs to implement a successful CSV importer to streamline file handling
- Implement a successful CSV importer to streamline file handling
- Reduce file failure rate by 60% using CSV importer
- Implement robust error checks in the CSV importer
- Regularly monitor and address importer defects
- Provide concise user documentation for CSV input format
- Ensure 90% of all processed files are imported without errors using the CSV importer
- Continually monitor and resolve any import errors
- Implement data validation checks during file processing
- Train team on proper CSV file formatting
- Improve workflow efficiency by eliminating 70% of manual work in file imports
- Implement automation tools to handle repetitive tasks
- Identify and document all steps involved in file imports
- Train team on utilizing new automation tools
12. OKRs to successfully transition all on-demand courses to the new LMS platform
- Successfully transition all on-demand courses to the new LMS platform
- Ensure that all on-demand courses are fully functional and accessible on the new LMS
- Review all on-demand courses and identify any functionality or accessibility issues on the new LMS
- Conduct accessibility testing to ensure all on-demand courses are accessible to all users
- Provide necessary training and support to instructors to ensure smooth transition on the new LMS
- Update and fix any identified issues to ensure all on-demand courses are fully functional
- Train and support instructors and course administrators to effectively use the new LMS
- Provide comprehensive training sessions on how to navigate and utilize the new LMS
- Offer ongoing technical support and troubleshooting assistance for instructors and course administrators
- Facilitate regular feedback sessions to gather insights and address any challenges faced by users
- Develop user-friendly documentation and guides to help instructors and course administrators optimize the LMS
- Achieve a satisfaction rate of at least 90% from users with the new LMS experience
- Conduct user feedback surveys to gather insights on satisfaction with the new LMS experience
- Analyze user feedback and identify key pain points to address for improvement
- Regularly monitor and track satisfaction rates to ensure continuous improvement of the LMS experience
- Implement necessary updates and enhancements based on user feedback to enhance satisfaction
- Migrate and validate content from existing courses onto the new LMS
13. OKRs to boost Odoo CRM utilization and proficiency company-wide
- Boost Odoo CRM utilization and proficiency company-wide
- Decrease data input errors in Odoo CRM by 40%
- Regularly audit data entries for errors and inaccuracies
- Integrate automated data validation tools in Odoo CRM
- Implement comprehensive data input training for all CRM users
- Accomplish 80% attendance in Odoo CRM training sessions
- Schedule training times that are suitable for majority of employees
- Implement company-wide incentives for attending the training
- Send regular reminders about upcoming Odoo CRM sessions
- Increase Odoo CRM user login frequency by 30%
- Implement incentive program for frequent login users
- Improve user interface for enhanced accessibility
- Implement regular user training sessions
14. OKRs to ensure successful implementation and utilization of the ticket system
- Ensure successful implementation and utilization of the ticket system
- Complete ticket system setup and integration by 25% of the quarter
- Identify necessary software and hardware for ticket system setup
- Initiate system integration procedures
- Monitor and evaluate progress towards completion
- Train 75% of staff members on the use and benefits of the ticket system
- Develop comprehensive, easy-to-understand training materials
- Identify staff members not familiar with the ticket system
- Schedule and conduct training sessions regularly
- Achieve at least 60% user adoption rate of the ticket system within the quarter
- Train all employees on the benefits and use of the ticket system
- Implement incentives for consistent ticket system usage
- Regularly monitor and report on user adoption rates
15. OKRs to deliver an excellent product with seamless usability
- Deliver an excellent product with seamless usability
- Improve system stability to achieve 99.99% uptime
- Construct redundancy for critical system components
- Establish a continuous system monitoring process
- Implement regular system maintenance and updates
- Increase simulated user testing success rate to over 95%
- Improve software testing tools or environment
- Implement quality assurance strategies and improvements
- Develop comprehensive test cases centered on user behavior
- Reduce customer-reported issues by 30% post product launch
- Implement thorough product testing before the launch
- Create clear, comprehensive user guides and tutorials
- Enhance the post-launch customer support system
Tech 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
Focus can only be achieve by limiting the number of competing priorities. It is crucial that you take the time to identify where you need to move the needle, and avoid adding business-as-usual activities to your 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.
Tip #2: Commit to weekly OKR check-ins
Having good goals is only half the effort. You'll get significant more value from your OKRs if you commit to a weekly check-in process.
Being able to see trends for your key results will also keep yourself honest.
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.
How to turn your Tech Support Team OKRs in a strategy map
Your quarterly OKRs should be tracked weekly in order to get all the benefits of the OKRs 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.
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 Tech Support Team OKR templates
We have more templates to help you draft your team goals and OKRs.
OKRs to secure leadership in POS and online payment solutions market OKRs to augment efficiency and precision of treasury operations OKRs to implement comprehensive food safety training across the company OKRs to enhance efficiency of chargeback recovery process OKRs to improve incident management priority classification OKRs to increase Ad Ranks by Optimizing User Intent Matching
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.