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10 OKR examples for Technical Support

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What are Technical Support 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 Technical Support. 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.

How to write your own Technical Support OKRs

1. Get tailored OKRs with an AI

You'll find some examples below, but it's likely that you have very specific needs that won't be covered.

You can use Tability's AI generator to create tailored OKRs based on your specific context. Tability can turn your objective description into a fully editable OKR template -- including tips to help you refine your goals.

Tability will then use your prompt to generate a fully editable OKR template.

Watch the video below to see it in action 👇

Option 2. Optimise existing OKRs with Tability Feedback tool

If you already have existing goals, and you want to improve them. You can use Tability's AI feedback to help you.

AI feedback for OKRs in TabilityTability's Strategy Map makes it easy to see all your org's OKRs

Tability will scan your OKRs and offer different suggestions to improve them. This can range from a small rewrite of a statement to make it clearer to a complete rewrite of the entire OKR.

You can then decide to accept the suggestions or dismiss them if you don't agree.

Option 3. Use the free OKR generator

If you're just looking for some quick inspiration, you can also use our free OKR generator to get a template.

Unlike with Tability, you won't be able to iterate on the templates, but this is still a great way to get started.

Technical Support OKRs examples

You will find in the next section many different Technical Support 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!

OKRs to enhance communication and technical proficiency in customer interactions

  • ObjectiveEnhance communication and technical proficiency in customer interactions
  • KRComplete advanced customer communication training with 90% score
  • TaskRegister for advanced customer communication training course
  • TaskSuccessfully achieve 90% score on the final test
  • TaskDedicate time to study and practice the coursework
  • KRResolve 95% of technical issues faced by customers within first contact
  • TaskHire and train skilled technical support specialists
  • TaskImplement effective customer issue tracking system
  • TaskDevelop comprehensive resolution procedures
  • KRReceive a customer satisfaction rate of at least 85% on tech-related queries
  • TaskDevelop a reliable and efficient customer query response system
  • TaskImplement extensive tech training for all customer service representatives
  • TaskRegularly update FAQs and guidelines based on common tech-related queries

OKRs to implement Cloud-Ready Applications

  • ObjectiveImplement Cloud-Ready Applications
  • KRAchieve 99% uptime in cloud environment across all migrated applications
  • TaskConduct regular preventive maintenance and system audits
  • TaskImplement redundant systems to prevent a single point of failure
  • TaskMonitor and resolve issues promptly with a 24/7 technical support team
  • KRComplete successful migration of 1 pilot application to cloud platform
  • KRDevelop and document cloud-focused architecture for 3 current key applications
  • TaskDevelop cloud-focused architecture for each application
  • TaskIdentify three key applications for cloud-based transformation
  • TaskDocument the newly developed architectures

OKRs to enhance Webhooks Experience and Address Technical Debt

  • ObjectiveEnhance Webhooks Experience and Address Technical Debt
  • KRIncrease 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
  • KRReduce webhook response time by 20% by streamlining and optimizing the underlying technology
  • KRReduce technical debt by resolving 50% of identified issues through prioritized backlog refinements
  • KRImplement 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

OKRs to decrease the Mean Time to Resolution (MTTR) for all incidents

  • ObjectiveDecrease the Mean Time to Resolution (MTTR) for all incidents
  • KRImprove technical skills, aiming for 15% faster handling of subsequent incidents
  • TaskPractice problem-solving using tech simulations
  • TaskEnroll in technical skill-enhancing workshops/courses
  • TaskRead, study and apply latest tech manuals/guides
  • KRCut the average initial response time by 20%
  • TaskAutomate initial responses with a well-structured bot
  • TaskProvide quick response training to customer service teams
  • TaskImplement 24/7 customer support service
  • KRImplement a system that ensures 90% of incidents are first-time fixes
  • TaskDevelop a robust incident reporting protocol
  • TaskTrain team on comprehensive problem-solving techniques
  • TaskIncorporate quality assurance check within the process

OKRs to reduce MTTR of critical business applications by 15%

  • ObjectiveReduce MTTR of critical business applications by 15%
  • KRImplement proactive system monitoring to decrease incident occurrences by 20%
  • TaskRegularly review and modify monitoring threshold levels
  • TaskTrain staff on interpreting monitoring alerts and logs
  • TaskDeploy advanced system monitoring tools and software
  • KRIdentify and remediate 30% of recurring application issues by end of quarter
  • TaskDefine metrics to identify recurring application issues
  • TaskDevelop a comprehensive troubleshooting guide
  • TaskImplement and monitor remediation strategies
  • KRTrain support team on advanced troubleshooting techniques to improve efficiency by 10%
  • TaskSupervise team practice on simulated support scenarios
  • TaskOrganize advanced troubleshooting skills training sessions
  • TaskMonitor and evaluate team's performance post-training

OKRs to implement phase one of privilege access management tool replacement

  • ObjectiveImplement phase one of privilege access management tool replacement
  • KRDevelop detailed transition plan to ensure zero service disruptions
  • TaskSchedule and communicate transition plan to all stakeholders
  • TaskDevelop contingency strategies addressing identified risks
  • TaskIdentify critical services and potential disruption risks
  • KRTrain 70% of IT staff on the operation of selected new access management tools
  • TaskOrganize and implement the scheduled training sessions
  • TaskChoose appropriate access management tools for training
  • TaskIdentify 70% of IT staff requiring access management training
  • KRIdentify and assess five potential replacement tools, determining suitability by end of quarter
  • TaskResearch and list five potential replacement tools
  • TaskEvaluate each tool's effectiveness and suitability
  • TaskPresent findings and recommendation by the deadline

OKRs to improve efficiency and success rate of the technical sales support team

  • ObjectiveImprove efficiency and success rate of the technical sales support team
  • KRIncrease customer satisfaction rate by 20%
  • TaskImplement a comprehensive customer service training program
  • TaskRegularly update product or service based on customer feedback
  • TaskLaunch a customer loyalty and rewards program
  • KRAchieve a 15% reduction in response and resolution times
  • TaskImplement automated responses for commonly raised issues
  • TaskAssign urgent cases to seasoned team members
  • TaskConduct regular team performance evaluations and feedback
  • KRBoost upselling success rate by 10%
  • TaskMonitor and reward sales team members who successfully upsell products
  • TaskIdentify top-selling products and strategically promote them
  • TaskImplement training programs focusing on upselling techniques for sales staff

OKRs to improve system efficiency and dependability

  • ObjectiveImprove system efficiency and dependability
  • KRAchieve 95% system uptime across all platforms
  • TaskImplement redundant systems to safeguard against total system failure
  • TaskRegularly perform and monitor preventive maintenance tasks
  • TaskImprove incident response and recovery procedures
  • KRReduce system downtime by 15%
  • TaskAdopt advanced monitoring tools for proactive error detection
  • TaskImplement regular maintenance and update schedules for all systems
  • TaskTrain staff on troubleshooting and efficient problem resolution
  • KRIncrease speed of data processing by 20%
  • TaskUpgrade to more powerful, faster technology infrastructure
  • TaskImplement efficient data processing algorithms
  • TaskTrain staff on optimized data handling practices

OKRs to boost Odoo CRM utilization and proficiency company-wide

  • ObjectiveBoost Odoo CRM utilization and proficiency company-wide
  • KRDecrease data input errors in Odoo CRM by 40%
  • TaskRegularly audit data entries for errors and inaccuracies
  • TaskIntegrate automated data validation tools in Odoo CRM
  • TaskImplement comprehensive data input training for all CRM users
  • KRAccomplish 80% attendance in Odoo CRM training sessions
  • TaskSchedule training times that are suitable for majority of employees
  • TaskImplement company-wide incentives for attending the training
  • TaskSend regular reminders about upcoming Odoo CRM sessions
  • KRIncrease Odoo CRM user login frequency by 30%
  • TaskImplement incentive program for frequent login users
  • TaskImprove user interface for enhanced accessibility
  • TaskImplement regular user training sessions

OKRs to successful migration of accounts to the new portal

  • ObjectiveSuccessful migration of accounts to the new portal
  • KRTrain 90% of customers on the new portal's usage and features by end of the quarter
  • TaskFollow up with customers post-webinar to assess learning and reinforce training
  • TaskDevelop comprehensive training materials for the new portal's usage and features
  • TaskSchedule and conduct training webinars for customers on new portal
  • KRAchieve 70% accounts migration within the first month of the quarter
  • TaskMonitor migration process, rectify any issues promptly
  • TaskIdentify all transition-ready accounts for migration
  • TaskDevelop and implement a comprehensive migration strategy
  • KRMinimize migration-related customer complaints to less than 5%
  • TaskProvide detailed migration guide to customers
  • TaskImplement comprehensive pre-migration customer communication
  • TaskEnhance post-migration customer support services

Technical Support OKR best practices

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 track your Technical Support OKRs

Your quarterly OKRs should be tracked weekly in order to get all the benefits of the OKRs framework. Reviewing progress periodically has several advantages:

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 Technical Support OKR templates

We have more templates to help you draft your team goals and OKRs.

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