OKR template to accelerate resolution of customer support tickets
This OKR focuses on speeding up the resolution of customer support tickets. The objective is to improve the support team's efficiency at processing tickets by 20%. This can be achieved through investing in a good ticket management software, implementing strategies for prioritising tickets, and conducting training for troubleshooting common issues.
The second aspect of this OKR aims at implementing a knowledge base to facilitate a 15% self-resolution rate for customer tickets. This initiative includes creating a searchable knowledge base consolidating comprehensive and easy-to-understand solutions and identifying common issues from past tickets.
Further, the OKR targets to decrease the average ticket response time by 30%. Increasing the availability of customer support staff, training them in efficient troubleshooting techniques, and implementing a ticket prioritisation system are the key initiatives identified to achieve this goal.
Overall, this OKR is geared towards accelerating resolution of customer support tickets by implementing efficient management strategies and empowering customers for potential self-resolution of issues to achieve a higher level of customer satisfaction and improve customer service performance.
The second aspect of this OKR aims at implementing a knowledge base to facilitate a 15% self-resolution rate for customer tickets. This initiative includes creating a searchable knowledge base consolidating comprehensive and easy-to-understand solutions and identifying common issues from past tickets.
Further, the OKR targets to decrease the average ticket response time by 30%. Increasing the availability of customer support staff, training them in efficient troubleshooting techniques, and implementing a ticket prioritisation system are the key initiatives identified to achieve this goal.
Overall, this OKR is geared towards accelerating resolution of customer support tickets by implementing efficient management strategies and empowering customers for potential self-resolution of issues to achieve a higher level of customer satisfaction and improve customer service performance.
Accelerate resolution of customer support tickets
Increase 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
- Implement 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
- Decrease average ticket response time by 30%
- Increase availability of customer service staff
- Train staff in efficient troubleshooting techniques
- Implement a ticket prioritization system