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OKR template to accelerate resolution of customer support tickets

public-lib · Published 6 months ago

Your OKR template

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.
  • ObjectiveObjectiveAccelerate resolution of customer support tickets
  • Key ResultKRIncrease support team's ticket processing efficiency by 20%
  • TaskInvest in efficient ticket management software
  • TaskImplement ticket prioritization strategies to expedite urgent requests
  • TaskConduct training sessions on troubleshooting common issues
  • Key ResultKRImplement a knowledge base to facilitate 15% of ticket self-resolution
  • TaskImplement these solutions into a searchable knowledge base
  • TaskDevelop comprehensive, easy-to-understand solutions
  • TaskIdentify common issues from past customer tickets
  • Key ResultKRDecrease average ticket response time by 30%
  • TaskIncrease availability of customer service staff
  • TaskTrain staff in efficient troubleshooting techniques
  • TaskImplement a ticket prioritization system
Use in Tability

How to edit and track OKRs with Tability

You'll probably want to edit the examples in this post, and Tability is the perfect tool for it.

Tability is an AI-powered platform that helps teams set better goals, monitor execution, and get help to achieve their objectives faster.

With Tability you can:

  • Use AI to draft a complete set of OKRs in seconds
  • Connect your OKRs and team goals to your project
  • Automate reporting with integrations and built-in dashboard

Instead of having to copy the content of the OKR examples in a doc or spreadsheet, you can use Tability’s magic importer to start using any of the examples in this page.

The import process can be done in seconds, allowing you to edit OKRs directly in a platform that knows how to manage and track goals.

Step 1. Sign up for a free Tability account

Go tohttps://tability.app/signup and create your account (it's free!)

Step 2. Create a plan

Follow the steps after your onboarding to create your first plan, you should get to a page that looks like the picture below.

Tability Import Options

Step 3. Use the magic importer

Click on Use magic import to open up the Magic Import modal.

Now, go back to the OKR examples, and click on Copy on the example that you’d like to use.

Copy from the template

Paste the content in the text import section. Don’t worry about the formatting, Tability’s AI will be able to parse it!

Importing from text

Now, just click on Import from text and let the magic happen.

Tability editor with imported content

Once your example is in the plan editor, you will be able to:

  • Edit the objectives, key results, and tasks
  • Click on the target 0 → 100% to set better target
  • Use the tips and the AI to refine your goals

Step 4. Publish your plan

Once you’re done editing, you can publish your plan to switch to the goal-tracking mode.

Publish import

From there you will have access to all the features that will help you and your team save hours with OKR reporting.

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