OKR template to enhance response efficiency on customer support
Your OKR template
Another target is to decrease the average response time to under 2 hours, a significant improvement from the current average of 3 hours. The initiatives planned to reach this target include teaching personnel to solve problems quickly, introducing a proficient ticketing system, and increasing staff numbers in the customer service department.
A further objective is to create and introduce a support ticket triage system, to give priority to urgent issues. Achieving this objective involves designing a workflow that classifies and prioritizes incoming tickets, setting criteria for ticket prioritization based on urgency and importance, and implementing the system and training the team on how to use it and understand its benefits.
Overall, this OKR's title, "Enhance response efficiency on customer support", encapsulates its primary aim of improving the promptness and effectiveness with which customer support issues are resolved, with three individual strategies focusing on improving support case completion rates, reducing response times, and prioritizing urgent issues.
ObjectiveEnhance response efficiency on customer support
KRComplete 90% of support cases within a single business day
Delegate cases efficiently among team members- Prioritize urgent support cases immediately
- Implement a swift follow-up procedure
- KRReduce average response time to under 2 hours from reported 3 hours
- Train staff in quick problem-solving
- Implement efficient ticketing system
- Hire additional customer service representatives
- KRDevelop and implement a support ticket triage system to prioritize urgent issues
- Design a workflow that effectively categorizes and prioritizes incoming tickets
- Determine criteria for ticket prioritization based on urgency and importance
- Implement the triage system and train the team on its usage and benefits
How to edit and track OKRs with Tability
You'll probably want to edit the examples in this post, and Tability is the perfect tool for it.
Tability is an AI-powered platform that helps teams set better goals, monitor execution, and get help to achieve their objectives faster.
With Tability you can:
- Use AI to draft a complete set of OKRs in seconds
- Connect your OKRs and team goals to your project
- Automate reporting with integrations and built-in dashboard
Instead of having to copy the content of the OKR examples in a doc or spreadsheet, you can use Tability’s magic importer to start using any of the examples in this page.
The import process can be done in seconds, allowing you to edit OKRs directly in a platform that knows how to manage and track goals.
Step 1. Sign up for a free Tability account
Go tohttps://tability.app/signup and create your account (it's free!)
Step 2. Create a plan
Follow the steps after your onboarding to create your first plan, you should get to a page that looks like the picture below.
Step 3. Use the magic importer
Click on Use magic import to open up the Magic Import modal.
Now, go back to the OKR examples, and click on Copy on the example that you’d like to use.
Paste the content in the text import section. Don’t worry about the formatting, Tability’s AI will be able to parse it!
Now, just click on Import from text and let the magic happen.
Once your example is in the plan editor, you will be able to:
- Edit the objectives, key results, and tasks
- Click on the target 0 → 100% to set better target
- Use the tips and the AI to refine your goals
Step 4. Publish your plan
Once you’re done editing, you can publish your plan to switch to the goal-tracking mode.
From there you will have access to all the features that will help you and your team save hours with OKR reporting.
- 10+ built-in dashboards to visualise progress on your goals
- Weekly reminders, data connectors, and smart notifications
- 9 views to map OKRs to strategic projects
- Strategy map to align teams at scale