Tability is a cheatcode for goal-driven teams. Set perfect OKRs with AI, stay focused on the work that matters.
What are Customer Support 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 Support 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 Support 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
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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 Support OKRs examples
You will find in the next section many different Customer 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 customer interaction and support
ObjectiveEnhance customer interaction and support
KRIncrease customer support satisfaction rate by 20%
Offer prompt responses to customer queries and complaints
Regularly gather customer feedback and make necessary improvements
Implement comprehensive training for customer support staff
KRReduce customer support ticket response time by 15%
Implement a chatbot for immediate handling of common queries
Update customer support tools/software to increase productivity
Train support staff for enhanced efficiency and faster response
KRImplement a new customer engagement strategy to boost interaction by 30%
Monitor and adjust strategy effectiveness
Train staff to execute customer engagement strategies
Develop a comprehensive customer engagement strategic plan
OKRs to increase business customer onboarding in customer support
ObjectiveIncrease business customer onboarding in customer support
KRBoost direct outreach campaigns to 20 potential business customers a week
Identify 20 potential business customers per week
Execute weekly outreach through phone calls or emails
Develop personalized outreach materials for each target
KRTrain customer support team to upsell services, increasing sales by 15%
Implement specialized upselling training for customer support team
Monitor, evaluate, and give feedback on performance regularly
Introduce incentives for successful upsells
KRConvert 30% of potential business customer inquiries into sales
Implement a thorough and personalized follow-up system
Develop a compelling sales pitch tailored to their specific business needs
Provide potential customers with successful case studies and testimonials
OKRs to decrease customer issue resolution time by 20%
ObjectiveDecrease customer issue resolution time by 20%
KRImplement new ticketing system to streamline support process in 4 weeks
Create a system implementation and training plan
Research and select appropriate ticketing system software
Execute the plan and monitor its effectiveness
KRIncrease first-contact resolution rate to 75% from current rate
Monitor and adjust strategies based on resolution rates
Implement specialized training to address identified issues
Analyze recent unresolved customer interactions for common issues
KRTrain customer support staff in issue escalation and resolution techniques
Schedule regular role-play exercises to simulate escalation scenarios
Conduct a needs assessment for escalation training among support staff
Develop a comprehensive training curriculum on issue resolution techniques
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 improve customer support quality
ObjectiveImprove customer support quality
KRReduce average response time to customer inquiries by 20%
Regularly review and update customer inquiry response templates to ensure accuracy and effectiveness
Streamline the customer inquiry process by optimizing communication channels and eliminating unnecessary steps
Implement a user-friendly chatbot to answer common customer inquiries instantly
Train customer service agents to improve their efficiency and speed in responding to inquiries
KRIncrease average customer satisfaction rating to 4.8 out of 5
Implement targeted initiatives to address the identified areas of improvement
Conduct a comprehensive survey to gather feedback from customers
Analyze the survey results to identify areas of improvement and prioritize action
Regularly monitor customer satisfaction metrics and adjust initiatives accordingly
KRImplement a comprehensive training program for support staff to enhance product knowledge
KRIncrease the first-call resolution rate to 90%
Enhance communication channels for timely collaboration and knowledge sharing among agents
Analyze customer feedback data to identify commonly recurring issues for targeted resolution strategies
Improve documentation resources to provide agents with accurate and concise troubleshooting information
Implement comprehensive agent training program for enhanced issue resolution skills
OKRs to accelerate resolution of customer support tickets
ObjectiveAccelerate resolution of customer support tickets
KRIncrease support team's ticket processing efficiency by 20%
Invest in efficient ticket management software
Implement ticket prioritization strategies to expedite urgent requests
Conduct training sessions on troubleshooting common issues
KRImplement a knowledge base to facilitate 15% of ticket self-resolution
Implement these solutions into a searchable knowledge base
Develop comprehensive, easy-to-understand solutions
Identify common issues from past customer tickets
KRDecrease average ticket response time by 30%
Increase availability of customer service staff
Train staff in efficient troubleshooting techniques
Implement a ticket prioritization system
OKRs to enhance product support to maximize customer satisfaction
ObjectiveEnhance product support to maximize customer satisfaction
KRImplement a training program to ensure 90% of support staff are fully certified
Identify necessary certifications for 90% of support staff
Schedule and monitor training progress until completion
Secure relevant training resources or providers
KRIncrease customer satisfaction scores by 20% through improved product support
Develop comprehensive training for support staff on product features
Implement 24/7 customer service hotline for product inquiries
Regularly survey customers for feedback on product support
KRReduce support ticket resolution time by 30%
Establish clear communication channels for quicker response times
Implement a more efficient ticket tracking system
Train support team in advanced troubleshooting techniques
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
Register for advanced customer communication training course
Successfully achieve 90% score on the final test
Dedicate time to study and practice the coursework
KRResolve 95% of technical issues faced by customers within first contact
Hire and train skilled technical support specialists
Implement effective customer issue tracking system
Develop comprehensive resolution procedures
KRReceive a customer satisfaction rate of at least 85% on tech-related queries
Develop a reliable and efficient customer query response system
Implement extensive tech training for all customer service representatives
Regularly update FAQs and guidelines based on common tech-related queries
OKRs to enhance the efficiency of the Cloud Support Team
ObjectiveEnhance the efficiency of the Cloud Support Team
KRReduce the average response time to customer queries by 20%
Implement comprehensive staff training for efficient query solution
Allocate more resources towards customer service management
Enhance customer service software for faster responses
KRImplement three new measures for proactive issue identification and resolution
Train team members on the new measures
Identify potential problems through risk assessment analysis
Develop procedures for efficient issue resolution
KRIncrease customer satisfaction score for support tickets by 30%
Implement thorough training for support team on customer service skills
Regularly solicit feedback to improve support services
Develop a system for prompt response to support tickets
OKRs to enhance superior customer support to VIP clients
ObjectiveEnhance superior customer support to VIP clients
KRIncrease client satisfaction score to 90% for VIPs
Improve product/service quality based on feedback
Implement personalized customer service for VIP clients
Regularly request and analyze VIP client feedback
KRAchieve first-response times under 2 hours for all VIP client inquiries
Implement a priority system for VIP client inquiries
Establish dedicated response teams for VIP clients
Train staff on quick and efficient response techniques
KRReduce VIP client complaint rate by 20%
Implement customized training on VIP client servicing for staff
Enhance VIP client communication and response times
Regularly review and improve VIP client service process
Customer 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
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 OKR dashboards
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OKRs without regular progress updates are just KPIs. You'll need to update progress on your OKRs every week to get the full 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 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 Support OKR templates
We have more templates to help you draft your team goals and OKRs.
OKRs to expand Japanese market
OKRs to enhance the efficiency and scope of our outbound marketing efforts
OKRs to improve conversion rate by 20% with landing page optimization and A/B testing
OKRs to improve employee feedback
OKRs to develop and launch a web based multiplayer game
OKRs to build an Enterprise Sales effort