Tability is a cheatcode for goal-driven teams. Set perfect OKRs with AI, stay focused on the work that matters.
What are Customer Support Improvement 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 Improvement 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 Improvement 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 Improvement OKRs examples
You will find in the next section many different Customer Support Improvement 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 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
OKRs to reduce support requests by 10%
ObjectiveReduce support requests by 10%
KRIncrease customer support training programs to decrease errors by 3%
Develop comprehensive customer support training modules
Schedule regular training sessions for staff
Monitor customer service errors to track progress
KRImprove FAQ and troubleshooting documentation to decrease inquiry submissions by 3%
Update, simplify, and reorganize troubleshooting guides for better clarity
Identify prevalent customer inquiries and incorporate responses in FAQ
Conduct thorough review and analysis of current FAQ and troubleshooting documents
KRImplement self-service support options which reduces ticket volume by 4%
Launch an AI-powered chatbot for instant customer queries
Implement a user-friendly FAQ section on the website
Develop informative how-to guides for common issues
OKRs to enhance customer satisfaction for our SaaS product
ObjectiveEnhance customer satisfaction for our SaaS product
KRIncrease customer retention rate by 10%
Improve customer service response times
Set up loyalty incentives program with potential rewards
Regularly request feedback and implement suggestions
KRDecrease customer support ticket response time by 25%
Schedule overlapping shifts for continuous coverage
Implement efficient customer support software
Train support staff on quick issue resolution
KRImprove customer satisfaction score by 15%
Implement comprehensive customer service training for all staff
Initiate customer surveys to understand their needs and expectations better
Develop effective loyalty programs to encourage repeat business
OKRs to improve sales performance across all product lines
ObjectiveImprove sales performance across all product lines
KRRaise customer retention rate by 15%
Improve customer support and response time
Implement loyalty programs and reward frequent customers
Collect feedback to understand and solve customer problems
KRAchieve a 25% increase in overall unit sales
Enhance distribution channels to broaden product accessibility
Implement a marketing campaign to raise product awareness and demand
Offer customer incentives like discounts or loyalty programs
KRBoost the average purchase value by 10% per customer
Introduce premium versions or add-ons of popular products
Implement strategic up-selling and cross-selling techniques
Offer discounts or incentives for bulk purchases
OKRs to boost efficiency and effectiveness of Prod Support/Service desk
ObjectiveBoost efficiency and effectiveness of Prod Support/Service desk
KRImplement a training program to enhance technical skills of support staff by 35%
Implement training program and monitor progress
Define key technical skills needing enhancement among support staff
Select or design a comprehensive training program
KRReduce average ticket resolution time by 25%
Implement mandatory customer service efficiency training for all staff
Integrate AI-based automation tools in ticket resolution process
Streamline communication channels between departments
KRIncrease customer satisfaction rates related to issue resolution by 15%
Implement weekly training on conflict resolution for customer service representatives
Regularly monitor and improve the issue resolution process
Develop an efficient, user-friendly online system for complaint submission
OKRs to cut down outstanding ticket backlog substantially
ObjectiveCut down outstanding ticket backlog substantially
KRTrain team to handle complex tickets, increasing resolution speed by 15%
Introduce incentives for quick and efficient ticket resolution
Monitor team progress and provide constructive feedback
Implement advanced customer service training for team members
KRDecrease existing ticket backlog by 30%
Implement a productive shift rotation for ongoing support
Improve ticket first-time resolution rate through training
Prioritize tickets based on urgency and workload capacity
KRImplement streamlined ticket response system boosting efficiency by 20%
Monitor changes and assess the efficiency increase
Evaluate current ticket response system for inefficiencies
Research and implement a more efficient ticket response system
OKRs to gain comprehensive knowledge of the inventory platform
ObjectiveGain comprehensive knowledge of the inventory platform
KRSuccessfully implement five improvement suggestions based on platform understanding
Oversee successful implementation of these improvements
Develop five innovative solution strategies
Analyze platform performance and identify areas of improvement
KRComplete 20 hours of educational sessions focusing on inventory platform systems
Identify suitable educational sessions on inventory platform systems
Schedule and allocate time for 20 hours of learning
Attend and complete all scheduled sessions
KRAnswer accurately 90% of related queries about the inventory platform usage
Create scripts and responses for frequent inquiries
Study all features of the inventory platform thoroughly
Engage in regular practice to improve retrieval speed
OKRs to enhance intuitive feature navigation and findability
ObjectiveEnhance intuitive feature navigation and findability
KRIncrease 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
KRAchieve 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
KRReduce 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
OKRs to improve efficiency and success rate of the technical sales support team
ObjectiveImprove efficiency and success rate of the technical sales support team
KRIncrease customer satisfaction rate by 20%
Implement a comprehensive customer service training program
Regularly update product or service based on customer feedback
Launch a customer loyalty and rewards program
KRAchieve a 15% reduction in response and resolution times
Implement automated responses for commonly raised issues
Assign urgent cases to seasoned team members
Conduct regular team performance evaluations and feedback
KRBoost upselling success rate by 10%
Monitor and reward sales team members who successfully upsell products
Identify top-selling products and strategically promote them
Implement training programs focusing on upselling techniques for sales staff
OKRs to enhance service infrastructure to improve customer satisfaction
ObjectiveImprove customer satisfaction through enhanced service infrastructure
KREnhance service infrastructure to achieve a 10% reduction in customer complaints
KRImplement a customer feedback system resulting in a 15% increase in positive feedback
Train employees to address customer concerns effectively and efficiently
Analyze feedback data to identify areas for improvement and implement necessary changes
Conduct a survey to gather customer feedback on a regular basis
Implement a rewards program to incentivize customers to provide positive feedback
KRReduce average resolution time by 20% through optimized service processes
Regularly evaluate and update service technology and tools to improve response time
Streamline service protocols and eliminate unnecessary steps to expedite resolution time
Implement training programs to enhance the skills and efficiency of service representatives
Identify bottlenecks in service process through thorough analysis and data examination
KRIncrease customer satisfaction score by 10% through improved service response time
Customer Support Improvement 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
We recommend using a spreadsheet for your first OKRs cycle. You'll need to get familiar with the scoring and tracking first. Then, you can scale your OKRs process by using 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 Improvement OKR templates
We have more templates to help you draft your team goals and OKRs.
OKRs to expand and diversify supporter base
OKRs to develop a cohesive investor relations strategy for effective fundraising
OKRs to enhance enterprise-wide governance, risk, and compliance
OKRs to establish a proficient grant research volunteer team
OKRs to enhance the quality of project rules
OKRs to become the leading trainer for apprentices