14 customisable OKR examples for Customer Support Efficiency
What are Customer Support Efficiency 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 Efficiency 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.
Building your own Customer Support Efficiency OKRs with AI
While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI generator below or our more complete goal-setting system to generate your own OKRs.
Our customisable Customer Support Efficiency OKRs examples
You will find in the next section many different Customer Support Efficiency 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!
1. OKRs to increase efficiency in customer support process
Increase efficiency in customer support process
Train 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
Reduce 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
Increase 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
2. OKRs to accelerate resolution of customer support tickets
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
3. OKRs to enhance the efficiency of the Cloud Support Team
Enhance the efficiency of the Cloud Support Team
Reduce the average response time to customer queries by 20%
Implement comprehensive staff training for efficient query solution
Allocate more resources towards customer service management
Enhance customer service software for faster responses
Implement three new measures for proactive issue identification and resolution
Train team members on the new measures
Identify potential problems through risk assessment analysis
Develop procedures for efficient issue resolution
Increase customer satisfaction score for support tickets by 30%
Implement thorough training for support team on customer service skills
Regularly solicit feedback to improve support services
Develop a system for prompt response to support tickets
4. OKRs to streamline Operational Efficiency
Streamline Operational Efficiency
Reduce customer support ticket resolution time by 25% by implementing self-service resources and improving response processes
Regularly analyze customer feedback to identify trends and continuously improve response processes
Implement chatbots to provide immediate and automated responses to common customer queries
Streamline ticket triage and routing processes to ensure faster response times
Develop a comprehensive self-service knowledge base with frequently asked questions and guides
Achieve a 15% cost reduction in supply chain management through vendor negotiation and procurement efficiency
Streamline procurement processes by implementing automation and digitization tools
Establish clear performance metrics and regularly review vendors' performance to ensure efficiency and cost-effectiveness
Explore alternative suppliers and evaluate their pricing and terms to maximize cost savings
Conduct a thorough analysis of current vendors' pricing and identify potential negotiation opportunities
Increase employee adoption of new software tools by 30% through comprehensive training and improved user experience
Decrease average time spent on administrative tasks by 20% through automation and process optimization
5. OKRs to enhance effectiveness and efficiency of T2 support agents
Enhance effectiveness and efficiency of T2 support agents
Improve customer satisfaction scores by 20% post-support interaction
Regularly review and act upon customer feedback
Train support staff in advanced customer service techniques
Implement detailed post-support satisfaction surveys
Reduce average ticket resolution time by 15%
Introduce productivity tools for speedier resolution
Streamline ticket sorting and prioritizing process
Implement regular training to improve team’s problem-solving skills
Increase percentage of issues resolved on first contact to 70%
Regularly review and improve troubleshooting methods
Develop clear guidelines for issue resolution
Implement comprehensive training for customer service representatives
6. OKRs to boost CSAT, CES, and NPS scores via chat channel
Boost CSAT, CES, and NPS scores via chat channel
Increase CSAT score by 15% through improving chat-response efficiency
Regularly analyze chat data to identify bottlenecks
Train customer service reps for faster issue resolution
Implement a chatbot for instant, accurate responses to common queries
Achieve a 20% rise in NPS score by refining chat support quality
Regularly review and update chat scripts for clarity
Implement chat support training on customer service skills
Introduce a quality assurance process for chat interactions
Decrease CES by 10% by enhancing chat interface usability
Simplify chat interface design for seamless navigation
Improve response speed within the chat interface
Provide clear instructions and tooltips on chat features
7. OKRs to boost efficiency and effectiveness of Prod Support/Service desk
Boost efficiency and effectiveness of Prod Support/Service desk
Implement 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
Reduce 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
Increase 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
8. OKRs to enhance efficiency and productivity as a virtual assistant
Enhance efficiency and productivity as a virtual assistant
Reduce task completion time by 30% employing time management techniques
Set realistic, achievable goals for task completion
Implement productivity tools to better monitor task progress
Prioritize tasks based on urgency and importance
Complete online certification in assistance automation tools by end of next quarter
Research viable online courses in assistance automation tools
Complete and pass all course requirements for certification
Enroll in a chosen course and schedule study hours
Achieve 98% customer satisfaction score through improved support services
Regularly analyze and update support procedures for efficiency
Implement customer feedback system to prioritize improvements
Train support staff in advanced customer service techniques
9. OKRs to improve MTTR efficiency to enhance customer satisfaction
Improve MTTR efficiency to enhance customer satisfaction
Implement automation tools to decrease manual intervention in incident resolution by 20%
Monitor and measure the effectiveness of automation tools in reducing manual intervention
Determine specific incidents that can be resolved through automation
Conduct a thorough evaluation of available automation tools for incident resolution
Implement selected automation tools into incident resolution processes
Increase first-call resolution rate by 10% through improved troubleshooting techniques
Develop a standardized troubleshooting checklist and documentation process
Encourage knowledge sharing and collaboration among support team members to enhance troubleshooting efficiency
Conduct regular performance evaluations to identify areas for improvement in troubleshooting skills
Implement comprehensive training program for troubleshooting techniques
Provide comprehensive training to support team to enhance technical capabilities and problem-solving skills
Organize team-building activities to foster collaboration and enhance problem-solving through group participation
Offer online training resources and modules for the support team to enhance their technical skills
Conduct technical workshops to strengthen the support team's knowledge and proficiency
Implement regular problem-solving exercises to improve the team's critical thinking abilities
Reduce average incident response time by 15% through process improvement
10. OKRs to improve efficiency and profitability of lab supply store
Improve efficiency and profitability of lab supply store
Increase sales revenue by 10% via targeted marketing campaigns
Reduce inventory carrying costs by 15% through improved demand forecasting
Regularly monitor and adjust forecasting parameters
Implement a more accurate demand forecasting software
Train staff on new demand forecasting methods
Improve customer satisfaction rate to 90% through enhanced after-sales support
Implement a 24/7 customer help desk for addressing after-sales queries
Launch feedback system to evaluate customer's after-sales experience
Train customer support staff in proactive solution-focused service
11. OKRs to enhance IT infrastructure and optimize helpdesk processes for improved efficiency
Enhance IT infrastructure and optimize helpdesk processes for improved efficiency
Increase customer satisfaction rating by 15% by implementing enhanced self-service options
Monitor customer satisfaction rating to measure the impact of enhanced self-service options
Conduct customer research to gather feedback and identify desired self-service features
Implement new self-service features based on customer feedback and identified areas of improvement
Evaluate current self-service options and identify potential areas of improvement
Achieve at least 90% compliance with IT security protocols through regular audits and training
Conduct quarterly audits to assess compliance with IT security protocols
Address any identified non-compliance issues promptly and provide appropriate corrective actions
Provide continuous monitoring and feedback to ensure adherence to IT security protocols
Develop and implement regular training programs to educate employees on IT security protocols
Reduce average resolution time by 20% through streamlined helpdesk workflows
Analyze helpdesk data and identify bottlenecks to optimize and streamline workflows for faster resolution
Conduct regular training sessions for helpdesk staff to improve technical skills and efficiency
Implement automated ticket routing system to assign tickets to appropriate support agents
Develop standardized troubleshooting guides and knowledge base articles for common issues
Improve system availability by 10% through infrastructure upgrades and proactive maintenance
Develop and implement a proactive maintenance plan to prevent potential system failures
Implement necessary infrastructure upgrades based on the assessment findings
Monitor and analyze system performance regularly to identify any potential issues in advance
Conduct a thorough infrastructure assessment to identify potential areas for upgrade
12. OKRs to increase platform onboarding efficiency
Increase platform onboarding efficiency
Increase user satisfaction rating for onboarding process to 4.5 out of 5
Achieve 95% completion rate for onboarding tasks
Decrease average onboarding time by 10%
Reduce onboarding support tickets by 20% through improved self-service resources
Implement a user-friendly FAQ page addressing common onboarding queries and concerns
Develop video tutorials to visually guide users through the onboarding process
Revamp knowledge base content with clear and detailed instructions for onboarding steps
Conduct regular surveys to gather feedback and identify areas for further improvement
13. OKRs to boost operational efficiency on SaaS platforms
Boost operational efficiency on SaaS platforms
Improve customer response time by 15% through automation of support processes
Automate routine customer inquiries with scripts
Implement AI chatbots for instant initial customer response
Train staff on navigating new automation tools
Increase user engagement by 20% via enhancing User Interface and User Experience
Develop updates improving usability and interface aesthetics
Conduct user testing to identify interface and experience shortcomings
Analyze data post-update to assess effectiveness
Achieve a 10% reduction in service disruptions by improving system reliability
Increase staff training on system operations
Develop a robust troubleshooting guide
Implement regular system maintenance and updates
14. OKRs to enhance efficiency and speed of the help desk process
Enhance efficiency and speed of the help desk process
Implement a new help desk software to streamline ticket management
Transition current tickets to new system
Research and select appropriate help desk software
Train support team on new software usage
Train 75% of help desk staff in revised speed-focused procedures
Implement staff training sessions on procedures
Develop revised speed-focused procedures
Identify 75% of help desk staff for training
Decrease average initial response time by 30%
Implement streamlined customer service procedures
Regularly monitor and evaluate response times
Train staff on efficient response techniques
Customer Support Efficiency OKR best practices to boost success
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.
![Tability Insights Dashboard](https://tability-templates-v2.vercel.app/_next/static/media/tability-insights-board.e70f9466.png)
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.
![Tability Insights Dashboard](https://tability-templates-v2.vercel.app/_next/static/media/checkins-graph.b2aec458.png)
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.
How to turn your Customer Support Efficiency OKRs in a strategy map
Quarterly OKRs should have weekly updates to get all the 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 a proper OKR-tracking tool for it.
![A strategy map in Tability](https://tability-templates-v2.vercel.app/_next/static/media/tability_strategy_map.2ad25843.png)
If you're not yet set on a tool, you can check out the 5 best OKR tracking templates guide to find the best way to monitor progress during the quarter.
More Customer Support Efficiency OKR templates
We have more templates to help you draft your team goals and OKRs.
OKRs to enhance customer engagement and satisfaction in the existing client base
OKRs to improve staff retention and increase job satisfaction
OKRs to achieve excellence in completing English assignments on time
OKRs to improve effectiveness in asset tagging across all devices
OKRs to establish ourselves as cloud specialists with Atlassian
OKRs to establish a comprehensive Career Development Program
OKRs resources
Here are a list of resources to help you adopt the Objectives and Key Results framework.
- To learn: What is the meaning of OKRs
- Blog posts: ODT Blog
- Success metrics: KPIs examples
What's next? Try Tability's goal-setting AI
You can create an iterate on your OKRs using Tability's unique goal-setting AI.
Watch the demo below, then hop on the platform for a free trial.