Tability is a cheatcode for goal-driven teams. Set perfect OKRs with AI, stay focused on the work that matters.
What are Support 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.
Creating impactful OKRs can be a daunting task, especially for newcomers. Shifting your focus from projects to outcomes is key to successful planning.
We have curated a selection of OKR examples specifically for Support 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 Support 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
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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.
Support OKRs examples
We've added many examples of Support Objectives and Key Results, but we did not stop there. Understanding the difference between OKRs and projects is important, so we also added examples of strategic initiatives that relate to the OKRs.
Hope you'll find this helpful!
OKRs to boost efficiency and effectiveness of Prod Support/Service desk
ObjectiveBoost efficiency and effectiveness of Prod Support/Service desk
KRImplement 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
KRReduce 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
KRIncrease 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
OKRs to enhance the IT support and network efficiency
ObjectiveEnhance the IT support and network efficiency
KRIncrease IT support response time by 30% for quicker problem resolution
Provide advanced technical training for staff
Implement an efficient ticket management system
Hire additional qualified IT personnel
KRReduce network downtime by 20% enhancing productivity
Upgrade outdated network hardware and software
Implement regular predictive maintenance on network infrastructure
Conduct ongoing staff training on network troubleshooting
KRSuccessfully complete 100% of scheduled IT network improvement projects
Regularly review progress, addressing issues promptly
Allocate adequate resources for each project
Develop a detailed project plan with timelines and milestones
OKRs to enhance superior customer support to VIP clients
ObjectiveEnhance superior customer support to VIP clients
KRIncrease client satisfaction score to 90% for VIPs
Improve product/service quality based on feedback
Implement personalized customer service for VIP clients
Regularly request and analyze VIP client feedback
KRAchieve first-response times under 2 hours for all VIP client inquiries
Implement a priority system for VIP client inquiries
Establish dedicated response teams for VIP clients
Train staff on quick and efficient response techniques
KRReduce VIP client complaint rate by 20%
Implement customized training on VIP client servicing for staff
Enhance VIP client communication and response times
Regularly review and improve VIP client service process
OKRs to enhance product support to maximize customer satisfaction
ObjectiveEnhance product support to maximize customer satisfaction
KRImplement a training program to ensure 90% of support staff are fully certified
Identify necessary certifications for 90% of support staff
Schedule and monitor training progress until completion
Secure relevant training resources or providers
KRIncrease customer satisfaction scores by 20% through improved product support
Develop comprehensive training for support staff on product features
Implement 24/7 customer service hotline for product inquiries
Regularly survey customers for feedback on product support
KRReduce support ticket resolution time by 30%
Establish clear communication channels for quicker response times
Implement a more efficient ticket tracking system
Train support team in advanced troubleshooting techniques
OKRs to enhance efficiency of IT Support and IT Network operations
ObjectiveEnhance efficiency of IT Support and IT Network operations
KRReduce average resolution time for IT issues by 15%
Implement a more efficient ticketing system
Streamline communication within IT department
Provide additional training for IT staff
KRImprove IT network uptime to 99.5%
Implement a real-time monitoring system
Develop comprehensive network redundancy strategies
Upgrade networking equipment to latest, high-end models
KRTrain IT staff on latest 2 network technologies for better issue-resolution
Identify two latest key network technologies for training purposes
Assign IT staff to complete these technology trainings
Organize training sessions regarding these technologies
OKRs to increase efficiency in customer support process
ObjectiveIncrease efficiency in customer support process
KRTrain 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
KRReduce 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
KRIncrease 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
OKRs to improve efficiency in team support
ObjectiveImprove efficiency in team support
KRDecrease average response time to team requests by 30%
Implement a central team communication platform
Prioritize and delegate team queries efficiently
Train staff in time-effective communication methods
KRImplement a tracking system to improve accountability and time management
Research and select an appropriate tracking system
Regularly review system data and adjust processes
Train the team on using the system
KRResolving 95% of team issues within two hours of initial report
Develop efficient problem-solving methods for common issues
Implement quick communication channels for issue reporting
Establish on-call support team for immediate troubleshooting
OKRs to accelerate resolution of customer support tickets
ObjectiveAccelerate resolution of customer support tickets
KRIncrease 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
KRImplement 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
KRDecrease average ticket response time by 30%
Increase availability of customer service staff
Train staff in efficient troubleshooting techniques
Implement a ticket prioritization system
OKRs to improve sales support operations for increased revenues
ObjectiveImprove sales support operations for increased revenues
KRIncrease upselling rate by 15% with enhanced support-guided recommendations
Develop tailored recommendation scripts for support staff to use
Train support team in advanced selling techniques and product knowledge
Implement tracking metrics to monitor progress and effectiveness regularly
KRIncrease customer engagement by 30% through revamped sales support systems
Introduce incentive programs to reward loyal customers
Implement a user-friendly interface for seamless customer interaction
Train sales personnel on customer connectivity and relationship building
KRReduce sales cycle duration by 20% through sales support optimizations
Train team on effective closing techniques
Streamline sales proposal approval process
Implement more efficient sales tracking software
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
Support 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
Having too many OKRs is the #1 mistake that teams make when adopting the framework. The problem with tracking too many competing goals is that it will be hard for your team to know what really matters.
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
Setting good goals can be challenging, but without regular check-ins, your team will struggle to make progress. We recommend that you track your OKRs weekly to get the full benefits from the framework.
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
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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
Spreadsheets are enough to get started. Then, once you need to scale you can use 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 Support OKR templates
We have more templates to help you draft your team goals and OKRs.
OKRs to enhance proficiency as a Partnership Manager
OKRs to establish leadership in impactful digital product delivery
OKRs to boost the success rate in timely financial statement reporting
OKRs to improve professional development through agreed certifications
OKRs to reconnect with old customers for exciting deals
OKRs to increase conversion rate of free subscribers to paid subscribers