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
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 enhance response efficiency on customer support
- 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
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 enhance the quality of customer support services
- ObjectiveEnhance the quality of customer support services
- KRImplement two new customer feedback strategies for continuous improvement
- Research potential customer feedback strategies and select two to implement
- Develop a plan for implementing these new strategies
- Train team on the new feedback strategies and execution
- KRIncrease customer satisfaction rate by 15% in the customer support department
- Train staff in advanced customer service skills
- Revise existing customer service protocols
- Implement a follow-up system for customer feedback
- KRReduce customer resolution time by 20% for customer queries
- Utilize AI chatbots for instant query response
- Upgrade customer interaction systems for optimal efficiency
- Implement robust customer service training programs
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
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 Customer Support OKR dashboards
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 to efficiently deliver tasks with minimal supervision under high-pressure scenarios
- OKRs to successfully prepare for next country onboarding
- OKRs to proficiently improve technical risk knowledge within the organization
- OKRs to generate 22 NBS marketing opportunities during live events
- OKRs to implement innovative testing methodologies
- OKRs to successfully execute "Test Objective"