Tability is a cheatcode for goal-driven teams. Set perfect OKRs with AI, stay focused on the work that matters.
What are Customer Support Staff 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 Staff 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 Staff 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
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 Staff OKRs examples
You will find in the next section many different Customer Support Staff 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 customer interaction and support
ObjectiveEnhance customer interaction and support
KRIncrease customer support satisfaction rate by 20%
Offer prompt responses to customer queries and complaints- Regularly gather customer feedback and make necessary improvements
- Implement comprehensive training for customer support staff
- KRReduce customer support ticket response time by 15%
- Implement a chatbot for immediate handling of common queries
- Update customer support tools/software to increase productivity
- Train support staff for enhanced efficiency and faster response
- KRImplement a new customer engagement strategy to boost interaction by 30%
- Monitor and adjust strategy effectiveness
- Train staff to execute customer engagement strategies
- Develop a comprehensive customer engagement strategic plan
OKRs to increase customer migration from on-premises product to cloud product
- ObjectiveIncrease customer migration from on-premises product to cloud product
- KRReduce on-premises product support requests by 15% due to migration success
- Provide comprehensive training on new system usage to all staff
- Create detailed user guides and FAQs about the migrated product
- Track and address recurring issues proactively
- KRSecure positive customer feedback on the benefits and ease of transitioning
- Offer incentives for leaving positive, detailed feedback
- Implement staff training to ensure smooth customer transitions
- Conduct a post-transition survey to gather customer opinions
- KRAchieve 20% increase in cloud product subscriptions compared to on-premises
- Offer special discounts for cloud over on-premises subscriptions
- Increase customer awareness of cloud advantages through online webinars
- Implement an aggressive marketing campaign for cloud products
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 boost customer loyalty and cultivate stronger relationships
- ObjectiveBoost customer loyalty and cultivate stronger relationships
- KRImprove customer satisfaction scores by 20%
- Implement regular customer service training for staff
- Create incentives for positive customer reviews
- Establish efficient complaint resolution procedures
- KRCarry out two new customer engagement initiatives
- Implement the designed customer engagement initiatives
- Evaluate and improve initiatives based on customer feedback
- Develop two new innovative customer engagement strategies
- KRIncrease customer retention rate by 15%
- Personalize communication efforts through customer data analysis
- Implement a loyalty rewards program to incentivize repeat purchases
- Improve customer service responsiveness to handle complaints promptly
OKRs to enhance efficiency and productivity as a virtual assistant
- ObjectiveEnhance efficiency and productivity as a virtual assistant
- KRReduce 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
- KRComplete 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
- KRAchieve 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
OKRs to enhance investor relations operations to drive excellence and stakeholder satisfaction
- ObjectiveEnhance investor relations operations to drive excellence and stakeholder satisfaction
- KRAchieve 90% accuracy in timely reporting and dissemination of investor-related information
- Provide training and resources to ensure all staff members understand and follow reporting protocols
- Implement an efficient system for tracking and organizing investor-related information
- Establish clear guidelines and deadlines for reporting and disseminating investor information
- Regularly monitor and review the accuracy of investor-related information before dissemination
- KRImprove investor satisfaction rating to 4.5 out of 5 through effective feedback and responsiveness
- Establish a streamlined communication channel to provide timely updates and responses to investors
- Assign dedicated staff to promptly address investor inquiries and concerns
- Conduct training programs for employees on effective feedback techniques and responsiveness to enhance investor satisfaction
- Implement regular investor surveys to gather feedback on satisfaction rating and identify areas for improvement
- KRIncrease investor confidence by reducing average response time for inquiries by 30%
- Streamline internal communication channels to ensure swift resolution of investor inquiries
- Train customer support team to prioritize and respond promptly to investor inquiries
- Regularly monitor and analyze response times to identify areas for improvement and optimization
- Implement automated email templates for frequently asked investor inquiries
- KRIncrease investor engagement by 20% through proactive communication and targeted outreach
- Conduct personalized phone calls to address specific investor queries and provide support
- Host monthly webinars to update investors on market trends and the company's progress
- Develop a quarterly newsletter with updates, performance metrics, and investment opportunities
- Expand social media presence to share regular updates, industry insights, and engage with investors
OKRs to enhance customer service by reducing average response time
- ObjectiveEnhance customer service by reducing average response time
- KRImplement an automated response system to handle 35% of queries
- Select suitable software for automated response system
- Identify the most frequent queries for automation
- Train staff on managing and updating the system
- KRDecrease the average response time by 15%
- Provide advanced training for customer service staff
- Implement a streamlined process for responding to queries
- Invest in quicker, more efficient customer service software
- KRTrain 70% of customer service staff in time-efficient response practices
- Develop a time-efficient response training program
- Implement the program and monitor progress
- Identify 70% customer service staff for training
OKRs to improve customer satisfaction and loyalty for Sales and Marketing
- ObjectiveImprove customer satisfaction and loyalty for Sales and Marketing
- KRAchieve a 10% reduction in customer complaints over the quarter
- Provide additional training for customer service staff
- Update and clarify product usage instructions
- Implement customer satisfaction surveys after service interactions
- KRBoost overall customer satisfaction score by 20% on our survey
- Enhance product or service quality based on feedback
- Implement regular staff training on customer service skills
- Follow up on customer complaints efficiently
- KRIncrease repeat sales volume by 15%
- Launch a loyalty rewards program to incentivize repeat purchases
- Implement targeted follow-up emails with personalized deals
- Enhance customer service quality to boost customer satisfaction
OKRs to reduce MTTR of critical business applications by 15%
- ObjectiveReduce MTTR of critical business applications by 15%
- KRImplement proactive system monitoring to decrease incident occurrences by 20%
- Regularly review and modify monitoring threshold levels
- Train staff on interpreting monitoring alerts and logs
- Deploy advanced system monitoring tools and software
- KRIdentify and remediate 30% of recurring application issues by end of quarter
- Define metrics to identify recurring application issues
- Develop a comprehensive troubleshooting guide
- Implement and monitor remediation strategies
- KRTrain support team on advanced troubleshooting techniques to improve efficiency by 10%
- Supervise team practice on simulated support scenarios
- Organize advanced troubleshooting skills training sessions
- Monitor and evaluate team's performance post-training
OKRs to streamline ticket response and resolution processes
- ObjectiveStreamline ticket response and resolution processes
- KRTrain 80% of the support staff on new resolution strategies
- Identify support staff requiring training in new resolution strategies
- Develop comprehensive strategy-focused training program
- Implement the training program among identified staff
- KRImprove resolution rate by 30% on first contact
- Continually update first-contact resolution strategies based on feedback
- Train staff on possible incoming inquiries and effective resolution methods
- Implement efficient tracking and reporting systems for resolutions
- KRReduce average ticket response time by 40%
- Monitor response time regularly and address delays
- Implement automated responses for common issues
- Train staff on efficient customer service response techniques
Customer Support Staff 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
Your quarterly OKRs should be tracked weekly if you want to get all the benefits of the OKRs 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
Most teams should start with a spreadsheet if they're using OKRs for the first time. Then, you can move to 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 Staff OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to enhance PPC report benchmarks for robustness
- OKRs to establish robust security controls for DHS/ATO and NATO contracts
- OKRs to improve personal productivity through effective time management
- OKRs to enhance English language proficiency
- OKRs to attain and apply advanced leadership skills through an online course
- OKRs to improve Identity Access Management for large scale clients