Tability is a cheatcode for goal-driven teams. Set perfect OKRs with AI, stay focused on the work that matters.
What are Support Team 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 Team 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 Team 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.
Support Team OKRs examples
You will find in the next section many different Support Team 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 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 enhance individual support to mitigate overwhelm
- ObjectiveEnhance individual support to mitigate overwhelm
- KRIncrease one-to-one client support sessions by 20%
- Increase weekly client support sessions output by one-fifth
- Develop better schedule management systems
- Implement customer service personnel shift changes
- KRIncrease team satisfaction related to personal support by 25% through quarterly surveys
- Monitor and adjust support strategies to optimize satisfaction
- Introduce personal support measures based on survey feedback
- Implement regular surveys to gather team satisfaction data
- KRAllocate 30% more time in team meetings for brainstorming and Q&A sessions
- Extend team meetings by 30% specifically for brainstorming
- Restructure meeting agendas to accommodate changes
- Schedule additional Q&A sessions within existing meetings
OKRs to streamline ticket resolution process in DACH region
- ObjectiveStreamline ticket resolution process in DACH region
- KRReduce average ticket resolution time by 30%
- Implement more efficient ticket handling procedures
- Provide advanced problem-solving training to staff
- Introduce effective ticket prioritization system
- KRTrain 100% of the support team on new procedural changes
- Create comprehensive training materials for the procedural changes
- Schedule company-wide trainings for support team
- Track and confirm individual completions
- KRImplement standard procedures for 90% of common issues
- Develop standard procedures to address these issues
- Identify the top common issues affecting the business
- Train staff on implementing these procedures
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 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 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 enhance the efficiency of the Cloud Support Team
- ObjectiveEnhance the efficiency of the Cloud Support Team
- KRReduce 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
- KRImplement 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
- KRIncrease 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
OKRs to enhance project support for leobank.az (neo-bank) as an Enterprise Architect
- ObjectiveEnhance project support for leobank.az (neo-bank) as an Enterprise Architect
- KRFacilitate four informative training sessions for the support team on neo-banking technology
- Schedule and conduct training sessions for support team
- Develop engaging content for four training sessions
- Identify key topics related to neo-banking technology
- KRIncrease system efficiency by diagnosing and resolving 25% more technical issues
- Identify prevalent technical problems impacting system performance
- Prioritize resolution of identified technical issues
- Implement and monitor solution effectiveness
- KRImplement 2 major architectural improvements based on identified performance gaps
- Design two major architectural improvements
- Identify performance gaps in the current architecture
- Implement the architectural improvements
OKRs to maximize value delivered through our solutions
- ObjectiveMaximize value delivered through our solutions
- KRAchieve a 10% reduction in support tickets related to our solutions
- Organize regular training for customer support teams
- Implement a user-friendly FAQ section on website
- Improve user manuals and documentation
- KRImprove customer satisfaction rate for our solutions by 20%
- Implement feedback system after each service
- Increase staff training on customer service
- Enhance product/service quality levels
- KRIncrease solution adoption rate by 15%
- Provide consistent, comprehensive customer support
- Implement a user-friendly software onboarding process
- Train users on solution benefits and functionality
OKRs to cut down outstanding ticket backlog substantially
- ObjectiveCut down outstanding ticket backlog substantially
- KRTrain team to handle complex tickets, increasing resolution speed by 15%
- Introduce incentives for quick and efficient ticket resolution
- Monitor team progress and provide constructive feedback
- Implement advanced customer service training for team members
- KRDecrease existing ticket backlog by 30%
- Implement a productive shift rotation for ongoing support
- Improve ticket first-time resolution rate through training
- Prioritize tickets based on urgency and workload capacity
- KRImplement streamlined ticket response system boosting efficiency by 20%
- Monitor changes and assess the efficiency increase
- Evaluate current ticket response system for inefficiencies
- Research and implement a more efficient ticket response system
Support Team 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
OKRs without regular progress updates are just KPIs. You'll need to update progress on your OKRs every week to get the full 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 Team OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to cultivate a culture of growth and empowerment among our teams
- OKRs to implement comprehensive Asset Management Tool
- OKRs to design a friendly B2B software mascot
- OKRs to boost lead generation for the sales team
- OKRs to incorporate AI and ML to innovate our solution suite
- OKRs to strengthen the partnership between business leaders and people business partners