Table of content

7 OKR examples for Technical Support Team

What are Technical 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.

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 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.

Our Technical Support Team OKRs examples

We've added many examples of Technical Support Team 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!

OKRs 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

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

  • ObjectiveDecrease the Mean Time to Resolution (MTTR) for all incidents
  • Key ResultImprove 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
  • Key ResultCut 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
  • Key ResultImplement 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 improve Stability of E-commerce Platform

  • ObjectiveImprove Stability of E-commerce Platform
  • Key ResultAchieve a 95% uptime rate for payment processing services by collaborating with reliable payment service providers
  • Key ResultDecrease platform downtime by 20% through infrastructure upgrades and proactive monitoring
  • TaskUpgrade critical infrastructure components to ensure better performance and increased reliability
  • TaskEstablish regular maintenance and testing schedules to minimize unexpected downtime occurrences
  • TaskImplement improved monitoring systems to detect potential issues and address them proactively
  • TaskConduct infrastructure analysis to identify areas requiring upgrades for minimizing downtime
  • Key ResultIncrease average page load speed by 15% through performance optimization techniques
  • TaskOptimize and compress images to reduce their file sizes
  • TaskEnable cache settings to store static content and speed up page loading
  • TaskReduce server response time by optimizing database queries and code efficiency
  • TaskMinimize the number of HTTP requests by combining CSS and JavaScript files
  • Key ResultReduce customer support tickets related to technical issues by 25% through bug fixes and system improvements
  • TaskConduct thorough analysis of customer support tickets to identify common technical issues
  • TaskCollaborate with development team to prioritize and address identified bugs for resolution
  • TaskImplement regular system maintenance and updates to prevent potential technical issues
  • TaskEnhance user interface and provide clear instructions for self-help troubleshooting on customer portal

OKRs to enhance the quality and comprehensibility of technical documentation

  • ObjectiveEnhance the quality and comprehensibility of technical documentation
  • Key ResultImprove user-satisfaction score regarding documentation clarity by 25%
  • TaskRevise and simplify technical language in existing documentation
  • TaskCollect user feedback regularly to pinpoint confusion
  • TaskInput visual aids to enhance document comprehensibility
  • Key ResultIncrease documentation completeness by 30%
  • TaskConduct comprehensive review of existing documents for gaps
  • TaskAllocate resources for completing incomplete documents
  • TaskEstablish system to maintain document updates
  • Key ResultConduct bi-weekly documentation review and update to ensure current and error-free information
  • TaskEvaluate and rectify any errors in the documentation
  • TaskUpdate outdated sections of the document
  • TaskSet a bi-weekly schedule for documentation reviews
  • Key ResultReduce customer support queries about product functionality by 20%
  • TaskConduct regular user experience testing for feedback
  • TaskLaunch an online FAQ page on product functionality
  • TaskImprove product user manual for clarity and comprehensiveness

OKRs to successfully transition all on-demand courses to the new LMS platform

  • ObjectiveSuccessfully transition all on-demand courses to the new LMS platform
  • Key ResultEnsure that all on-demand courses are fully functional and accessible on the new LMS
  • TaskReview all on-demand courses and identify any functionality or accessibility issues on the new LMS
  • TaskConduct accessibility testing to ensure all on-demand courses are accessible to all users
  • TaskProvide necessary training and support to instructors to ensure smooth transition on the new LMS
  • TaskUpdate and fix any identified issues to ensure all on-demand courses are fully functional
  • Key ResultTrain and support instructors and course administrators to effectively use the new LMS
  • TaskProvide comprehensive training sessions on how to navigate and utilize the new LMS
  • TaskOffer ongoing technical support and troubleshooting assistance for instructors and course administrators
  • TaskFacilitate regular feedback sessions to gather insights and address any challenges faced by users
  • TaskDevelop user-friendly documentation and guides to help instructors and course administrators optimize the LMS
  • Key ResultAchieve a satisfaction rate of at least 90% from users with the new LMS experience
  • TaskConduct user feedback surveys to gather insights on satisfaction with the new LMS experience
  • TaskAnalyze user feedback and identify key pain points to address for improvement
  • TaskRegularly monitor and track satisfaction rates to ensure continuous improvement of the LMS experience
  • TaskImplement necessary updates and enhancements based on user feedback to enhance satisfaction
  • Key ResultMigrate and validate content from existing courses onto the new LMS

OKRs to boost Odoo CRM utilization and proficiency company-wide

  • ObjectiveBoost Odoo CRM utilization and proficiency company-wide
  • Key ResultDecrease 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
  • Key ResultAccomplish 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
  • Key ResultIncrease 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 ensure successful implementation and utilization of the ticket system

  • ObjectiveEnsure successful implementation and utilization of the ticket system
  • Key ResultComplete ticket system setup and integration by 25% of the quarter
  • TaskIdentify necessary software and hardware for ticket system setup
  • TaskInitiate system integration procedures
  • TaskMonitor and evaluate progress towards completion
  • Key ResultTrain 75% of staff members on the use and benefits of the ticket system
  • TaskDevelop comprehensive, easy-to-understand training materials
  • TaskIdentify staff members not familiar with the ticket system
  • TaskSchedule and conduct training sessions regularly
  • Key ResultAchieve at least 60% user adoption rate of the ticket system within the quarter
  • TaskTrain all employees on the benefits and use of the ticket system
  • TaskImplement incentives for consistent ticket system usage
  • TaskRegularly monitor and report on user adoption rates

Best practices for managing your Technical 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

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 Insights DashboardTability's audit dashboard will highlight opportunities to improve OKRs

Tip #2: Commit to the weekly 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 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 below). 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.

Building your own Technical Support Team OKRs with AI

While we have some examples below, it's likely that you'll have specific scenarios that aren't covered here. There are 2 options available to you.

Best way to track your Technical Support Team OKRs

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.

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 Technical 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.