Tability is a cheatcode for goal-driven teams. Set perfect OKRs with AI, stay focused on the work that matters.
What are Customer Service Software 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.
Writing good OKRs can be hard, especially if it's your first time doing it. You'll need to center the focus of your plans around outcomes instead of projects.
We have curated a selection of OKR examples specifically for Customer Service Software 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.
The best tools for writing perfect Customer Service Software OKRs
Here are 2 tools that can help you draft your OKRs in no time.
Tability AI: to generate OKRs based on a prompt
Tability AI allows you to describe your goals in a prompt, and generate a fully editable OKR template in seconds.
- 1. Create a Tability account
- 2. Click on the Generate goals using AI
- 3. Describe your goals in a prompt
- 4. Get your fully editable OKR template
- 5. Publish to start tracking progress and get automated OKR dashboards
Watch the video below to see it in action 👇
Tability Feedback: to improve existing OKRs
You can use Tability's AI feedback to improve your OKRs if you already have existing goals.
- 1. Create your Tability account
- 2. Add your existing OKRs (you can import them from a spreadsheet)
- 3. Click on Generate analysis
- 4. Review the suggestions and decide to accept or dismiss them
- 5. Publish to start tracking progress and get automated OKR dashboards
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.
Customer Service Software OKRs examples
You will find in the next section many different Customer Service Software 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 elevate the NPS score in B2B SaaS by 5%
ObjectiveElevate the NPS score in B2B SaaS by 5%
KRReduce customer support resolution time by 20%
Train customer service agents regularly for efficiency- Automate repetitive customer inquiries using AI
- Implement live chat for instant customer inquiries resolution
- KRImprove product feature satisfaction by 10% through software enhancements
- Implement software enhancements addressing customer issues
- Evaluate satisfaction improvement post-enhancements
- Identify areas requiring improvements from customer feedback
- KRIncrease the rate of customer feedback collection by 15%
- Train staff on effective customer feedback solicitation
- Offer incentives for customers leaving feedback
- Implement a customer feedback system after each purchase
OKRs to improve client response time significantly
- ObjectiveImprove client response time significantly
- KRSuccessfully train 95% of the team on effective fast-response techniques
- Identify appropriate fast-response techniques training program
- Schedule routine training sessions for team members
- Monitor team's progress and address inadequacies
- KRImplement new customer service software to streamline client communication
- Research and select suitable customer service software
- Integrate the software into existing systems
- Train staff members on new software usage
- KRReduce average response time to client queries by 25%
- Implement auto-response software for common queries
- Streamline query handling process to improve efficiency
- Train staff on swift and effective responses
OKRs to develop an efficient IT Audit SaaS system
- ObjectiveDevelop an efficient IT Audit SaaS system
- KRImplement core functionality with a minimum of 95% uptime by end of period
- Develop robust core functionality with fail-safe mechanisms
- Implement rigorous system testing and debugging
- Set up reliable 24/7 system monitoring
- KRMaintain a customer satisfaction score of at least 80%
- Respond promptly to all customer inquiries and complaints
- Solicit customer feedback to identify potential improvements
- Regularly inspect products/services for quality assurance
- KRAcquire 100 early adopter clients to actively use our platform
- Organize product demonstration webinars for interested users
- Offer exclusive benefits for early adopter commitments
- Develop a targeted marketing campaign for potential early adopters
OKRs to enhance our data leak protection solution's market competitiveness
- ObjectiveEnhance our data leak protection solution's market competitiveness
- KRDecrease system response time by 25% for improved user experience
- Optimize the backend code for better efficiency
- Upgrade to faster servers or databases
- Implement effective caching strategies for data retrieval
- KRIncrease software detection accuracy rate by 20% through advanced algorithms
- Implement and test chosen algorithm in software
- Research and study advanced algorithm patterns
- Analyze data for improvements, refine as necessary
- KRTrain customer service team to improve client satisfaction scores by 15%
- Incorporate feedback skills improvement in team meetings
- Implement comprehensive customer service training program
- Establish regular client satisfaction assessments
OKRs to increase efficiency in customer support process
- ObjectiveIncrease efficiency in customer support process
- KRTrain 100% of support team on new support process workflows
- Monitor staff's application of new processes post-training
- Schedule mandatory training sessions for support team
- Develop comprehensive training materials on new workflows
- KRReduce average ticket resolution time by 20%
- Improve collaboration and communication within teams
- Implement training sessions to enhance problem-solving skills
- Streamline ticket resolution process with automation tools
- KRIncrease first-call resolution rate to 80%
- Implement comprehensive training for customer service representatives
- Invest in improved CRM software for customer tracking
- Monitor calls and provide feedback for continuous improvement
OKRs to enhance SaaS product development in our Tribe team
- ObjectiveEnhance SaaS product development in our Tribe team
- KRReduce client-reported bugs by 15%
- Increase staff training on bug prevention and detection
- Review current client bug reporting system for improvements
- Improve software testing methods before releasing
- KRIncrease new feature releases by 20%
- Prioritize features based on user demand and feasibility
- Implement more efficient project management strategies
- Boost development team's productivity through trainings
- KRImprove customer retention rate by 10%
- Enhance customer service training for staff
- Improve response times to customer inquiries
- Implement a loyalty program rewarding regular customers
Customer Service Software 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
The #1 role of OKRs is to help you and your team focus on what really matters. Business-as-usual activities will still be happening, but you do not need to track your entire roadmap in the 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
Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to get the full value of your OKRs and make your strategy agile – otherwise this is nothing more than a reporting exercise.
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.
Save hours with automated Customer Service Software OKR dashboards
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 Tability to save time with automated OKR dashboards, data connectors, and actionable insights.
How to get Tability dashboards:
- 1. Create a Tability account
- 2. Use the importers to add your OKRs (works with any spreadsheet or doc)
- 3. Publish your OKR plan
That's it! Tability will instantly get access to 10+ dashboards to monitor progress, visualise trends, and identify risks early.
More Customer Service Software OKR templates
We have more templates to help you draft your team goals and OKRs.