OKR template to minimize customer touchpoints during onboarding
The OKR emphasizes minimizing customer touchpoints during onboarding process. The primary objective is to decrease customer contact rate by 25%, and to achieve this, the organization plans to automate common queries with chatbots, implement a self-service portal for customers, and develop a comprehensive FAQ section.
Secondly, the organization plans to handle at least 30% of inquiries through the self-service portal. This will be done by promoting the service through various channels and continuously training staff to update and maintain portal content. A key part of this objective is to identify a suitable software for creating a user-friendly self-service portal.
Furthermore, this OKR aims to increase the first-call resolution rate to 60% or higher. Strategies include implementing effective call handling policies, regularly reviewing and improving scripts, and providing comprehensive training for customer service representatives to increase their skillsets and efficiency.
This OKR highlights the significance of customer service in the digital age where fewer physical interactions occur, and customer satisfaction is often influenced by the organization's ability to handle inquiries and requests efficiently online.
Secondly, the organization plans to handle at least 30% of inquiries through the self-service portal. This will be done by promoting the service through various channels and continuously training staff to update and maintain portal content. A key part of this objective is to identify a suitable software for creating a user-friendly self-service portal.
Furthermore, this OKR aims to increase the first-call resolution rate to 60% or higher. Strategies include implementing effective call handling policies, regularly reviewing and improving scripts, and providing comprehensive training for customer service representatives to increase their skillsets and efficiency.
This OKR highlights the significance of customer service in the digital age where fewer physical interactions occur, and customer satisfaction is often influenced by the organization's ability to handle inquiries and requests efficiently online.
Minimize customer touchpoints during onboarding
Decrease customer contact rate by 25% throughout the onboarding process
Automate common queries using chatbots- Implement a self-service portal for customers
- Develop a comprehensive FAQ section
- Implement a self-service portal to handle at least 30% of inquiries
- Promote portal usage to customers via various channels
- Train staff to update and maintain the portal's content
- Identify software for creating a user-friendly self-service portal
- Increase first call resolution rate to 60% or higher
- Implement policies for effective call handling
- Regularly review and improve scripts
- Provide comprehensive training for customer service representatives