15 customisable OKR examples for User Support Team
What are User 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 User 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 User 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 User Support Team OKRs examples
We've added many examples of User 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!
1. 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
2. OKRs to enhance user satisfaction and engagement with our app
Enhance user satisfaction and engagement with our app
Reduce average response time to user inquiries to under 24 hours through streamlined customer support
Regularly analyze response time data to identify bottlenecks and implement process improvements
Establish clear guidelines and documentation for resolving common user inquiries
Train customer support agents to handle inquiries effectively and efficiently
Implement a ticketing system for efficient tracking and prioritization of user inquiries
Increase user retention rate by 15% through personalized push notifications and enhanced features
Continuously monitor and optimize push notification campaigns and feature updates for maximum effectiveness
Develop and implement a comprehensive push notification strategy based on user insights
Analyze user behavior to identify key preferences and interests for personalized push notifications
Enhance user experience by adding new features and improving existing functionalities
Increase user reviews by 20% through targeted campaigns and incentivized prompts
Use social media platforms to highlight positive user reviews and encourage others to share their experiences
Create personalized email campaigns to request user reviews with compelling copy and visuals
Offer exclusive incentives, such as discounts or freebies, for users who leave reviews
Implement in-app prompts at strategic moments to remind and encourage users to submit reviews
Increase average app rating to 4.5 stars through user feedback and app improvements
3. 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
4. OKRs to increase platform onboarding efficiency
Increase platform onboarding efficiency
Increase user satisfaction rating for onboarding process to 4.5 out of 5
Achieve 95% completion rate for onboarding tasks
Decrease average onboarding time by 10%
Reduce onboarding support tickets by 20% through improved self-service resources
Implement a user-friendly FAQ page addressing common onboarding queries and concerns
Develop video tutorials to visually guide users through the onboarding process
Revamp knowledge base content with clear and detailed instructions for onboarding steps
Conduct regular surveys to gather feedback and identify areas for further improvement
5. OKRs to streamline publication of support agent knowledge articles
Streamline publication of support agent knowledge articles
Conduct training sessions to improve article drafting skills for 90% of agents
Identify specific drafting skills agents need improvement in
Develop curriculum for training sessions focusing on those skills
Schedule, coordinate and conduct the training sessions
Reduce knowledge article approval process time by 30%
Implement automation tools for immediate notifications to approvers
Provide clear guidelines for article submission
Organize regular training for article approvers
Implement a user-friendly interface, decreasing article submission errors by 50%
Integrate and test the new interface design
Evaluate current interface for potential user errors
Develop easy-to-use interface design
6. OKRs to increase usage of D365 Sales Hub in our organization
Increase usage of D365 Sales Hub in our organization
Achieve a 20% increase in daily active users within the next quarter
Implement a user referral incentive program
Optimize product features to improve user retention
Launch an engaging marketing campaign to attract new users
Conduct 3 interactive workshops on the benefits and features of D365 Sales Hub
Identify key benefits and features of D365 Sales Hub for workshop content
Promote and schedule D365 Sales Hub workshops to target audiences
Plan structure and activities for three interactive workshops
Decrease D365 Sales Hub related support queries by 30%
Develop a user guide to resolve common issues independently
Introduce a self-help portal with FAQ
Implement comprehensive staff training on D365 Sales Hub usage
7. 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
8. OKRs to enhance user experience for our new ERP system
Enhance user experience for our new ERP system
Achieve 85% completion rate for staff training on the new ERP system
Regularly track and report staff training progress
Address training difficulties promptly with additional support
Schedule mandatory ERP system training for all staff
Increase user satisfaction scores by 40% through user surveys
Develop and distribute user surveys regularly
Analyze survey results and identify areas for improvement
Implement changes based on user feedback
Reduce system response time by 30%
Optimize code for increased system performance
Implement efficient caching strategies
Upgrade system hardware to improve speed
9. OKRs to enhance website usability and comply with accessibility standards
Enhance website usability and comply with accessibility standards
Achieve 100% WCAG 2.1 Level AA compliance
Develop and implement a remediation plan based on audit findings
Conduct a comprehensive audit of the current website for WCAG 2.1 compliance
Regularly test the website to ensure ongoing compliance
Raise customer satisfaction score on usability to 90%
Regularly update and improve product features
Provide efficient and reliable customer support
Implement a user-friendly interface for easy navigation
Reduce user task completion time by 20%
Improve server response times
Implement efficient user interface redesign
Streamline workflow processes
10. OKRs to develop a comprehensive understanding of user requirements for secure document backup
Develop a comprehensive understanding of user requirements for secure document backup
Analyze data from customer support logs to identify the top 3 issues faced by users regarding document backup
Compile a report highlighting the top 3 document backup issues faced by users
Identify recurring keywords or phrases associated with users' document backup problems
Collect and sort customer support logs relevant to document backup issues
Analyze the frequency and severity of each identified issue to determine their significance
Conduct surveys to gather feedback from at least 500 users regarding their document backup preferences
Create an online survey questionnaire to gather document backup preferences from users
Analyze and summarize the survey data to compile a report on user preferences
Share the survey link through email, social media, and company newsletters
Monitor the survey responses and identify any issues or trends
Summarize and present user requirements in a detailed report to guide future development and improvements
Analyze and identify common patterns and trends within the user requirements
Collect user requirements through surveys, interviews, and feedback channels
Create a comprehensive and detailed report outlining the summarized user requirements for development guidance
Organize and categorize user requirements based on their importance and potential impact
Organize focus groups with a minimum of 3 diverse user segments to identify specific needs and pain points
Develop a structured questionnaire to gather insights on user needs and pain points
Set up a schedule and secure venue for conducting focus groups
Identify and select diverse user segments based on key demographics and characteristics
Recruit participants for each focus group and provide clear instructions for their involvement
11. OKRs to enhance intuitive feature navigation and findability
Enhance intuitive feature navigation and findability
Increase customer satisfaction rate by 20% via enhanced feature findability
Conduct user research to understand feature usage problems
Implement UX training for customer support team
Update product design for improved feature accessibility
Achieve 15% less customer queries relating to feature discovery and navigation
Implement intuitive user interfaces for easier feature discovery
Initiate customer training sessions for navigation assistance
Improve feature-related content in user manuals and FAQs
Reduce user navigation time by 30% through improved design usability
Conduct usability tests to identify current site navigation issues
Implement A/B testing to refine navigation elements
Develop a more intuitive, user-friendly interface layout
12. 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
13. OKRs to achieve high app store ratings through positive reviews
Increase app store ratings through positive reviews
Maintain overall rating above 4 stars
Increase percentage of 5-star ratings by 15%
Increase number of written reviews by 30%
Increase total app store ratings by 20%
14. OKRs to boost operational efficiency on SaaS platforms
Boost operational efficiency on SaaS platforms
Improve customer response time by 15% through automation of support processes
Automate routine customer inquiries with scripts
Implement AI chatbots for instant initial customer response
Train staff on navigating new automation tools
Increase user engagement by 20% via enhancing User Interface and User Experience
Develop updates improving usability and interface aesthetics
Conduct user testing to identify interface and experience shortcomings
Analyze data post-update to assess effectiveness
Achieve a 10% reduction in service disruptions by improving system reliability
Increase staff training on system operations
Develop a robust troubleshooting guide
Implement regular system maintenance and updates
15. OKRs to boost SaaS product activation rates
Boost SaaS product activation rates
Reduce time to activation by 30% through user journey optimization
Simplify onboarding process with clear, step-by-step instructions
Improve user interface for easy and quick navigation
Eliminate non-essential steps in the user journey
Ensure 90% of all trials convert to full activations
Administer follow-up emails post-trial period
Implement user-friendly tutorials for trial products
Enhance customer service for trial users
Achieve a 15% increase in new user activations
Streamline the user onboarding process
Offer incentives for new user sign-ups
Develop and implement a comprehensive marketing strategy
User 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.
![Tability Insights Dashboard](https://tability-templates-v2.vercel.app/_next/static/media/tability-insights-board.e70f9466.png)
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.
![Tability Insights Dashboard](https://tability-templates-v2.vercel.app/_next/static/media/checkins-graph.b2aec458.png)
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 User Support Team OKRs in a strategy map
The rules of OKRs are simple. Quarterly OKRs should be tracked weekly, and yearly OKRs should be tracked monthly. 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 Tability](https://tability-templates-v2.vercel.app/_next/static/media/tability_strategy_map.2ad25843.png)
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 User Support Team OKR templates
We have more templates to help you draft your team goals and OKRs.
OKRs to successfully migrate legacy DWH postgres db into the data lake using Kafka
OKRs to shift newsroom operations towards a topic-first communication approach
OKRs to implement robust OKR framework for enhancing organisational efficiency
OKRs to enhance the effectiveness of people management practices
OKRs to successfully launch the MVP of our e-commerce platform
OKRs to elevate understanding in Monitoring and Evaluation (M&E)
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.
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