15 customisable OKR examples for Team Support
What are Team 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.
OKRs are quickly gaining popularity as a goal-setting framework. But, it's not always easy to know how to write your goals, especially if it's your first time using OKRs.
To aid you in setting your goals, we have compiled a collection of OKR examples customized for Team Support. Take a look at the templates below for inspiration and guidance.
If you want to learn more about the framework, you can read our OKR guide online.
Building your own Team Support 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 Team Support OKRs examples
You'll find below a list of Objectives and Key Results templates for Team Support. We also included strategic projects for each template to make it easier to understand the difference between key results and projects.
Hope you'll find this helpful!
1. OKRs to improve efficiency in team support
Improve efficiency in team support
Decrease 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
- Implement 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
- Resolving 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
2. OKRs to enhance individual support to mitigate overwhelm
- Enhance individual support to mitigate overwhelm
- Increase 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
- Increase 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
- Allocate 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
3. OKRs to streamline ticket resolution process in DACH region
- Streamline ticket resolution process in DACH region
- Reduce average ticket resolution time by 30%
- Implement more efficient ticket handling procedures
- Provide advanced problem-solving training to staff
- Introduce effective ticket prioritization system
- Train 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
- Implement 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
4. OKRs to enhance customer interaction and support
- Enhance customer interaction and support
- Increase 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
- Reduce 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
- Implement 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
5. 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
6. 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
7. 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
8. OKRs to maximize value delivered through our solutions
- Maximize value delivered through our solutions
- Achieve 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
- Improve 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
- Increase solution adoption rate by 15%
- Provide consistent, comprehensive customer support
- Implement a user-friendly software onboarding process
- Train users on solution benefits and functionality
9. OKRs to increase customer migration from on-premises product to cloud product
- Increase customer migration from on-premises product to cloud product
- Reduce 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
- Secure 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
- Achieve 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
10. 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
11. OKRs to improve service recovery time in 2024
- Improve service recovery time in 2024
- Reduce mean time to recovery (MTTR) by 25% in the next product update
- Integrate higher-quality failure-detection mechanisms
- Implement automated incident response procedures
- Develop comprehensive recovery guideline documents
- Train support team on new recovery protocols to attain 90% resolution efficiency
- Schedule training sessions on new recovery protocols for support team
- Set up regular assessments to measure resolution efficiency
- Develop practical exercises to ensure understanding of new protocols
- Implement automated diagnostic tools to decrease escalation incidents by 30%
- Identify suitable automated diagnostic tools for system optimization
- Train staff on proper usage and implementation of these tools
- Purchase and install the selected automated diagnostic tools
12. OKRs to enhance communication and technical proficiency in customer interactions
- Enhance communication and technical proficiency in customer interactions
- Complete advanced customer communication training with 90% score
- Register for advanced customer communication training course
- Successfully achieve 90% score on the final test
- Dedicate time to study and practice the coursework
- Resolve 95% of technical issues faced by customers within first contact
- Hire and train skilled technical support specialists
- Implement effective customer issue tracking system
- Develop comprehensive resolution procedures
- Receive a customer satisfaction rate of at least 85% on tech-related queries
- Develop a reliable and efficient customer query response system
- Implement extensive tech training for all customer service representatives
- Regularly update FAQs and guidelines based on common tech-related queries
13. OKRs to improve efficiency and success rate of the technical sales support team
- Improve efficiency and success rate of the technical sales support team
- Increase customer satisfaction rate by 20%
- Implement a comprehensive customer service training program
- Regularly update product or service based on customer feedback
- Launch a customer loyalty and rewards program
- Achieve a 15% reduction in response and resolution times
- Implement automated responses for commonly raised issues
- Assign urgent cases to seasoned team members
- Conduct regular team performance evaluations and feedback
- Boost upselling success rate by 10%
- Monitor and reward sales team members who successfully upsell products
- Identify top-selling products and strategically promote them
- Implement training programs focusing on upselling techniques for sales staff
14. OKRs to boost enterprise customer attraction to our platform
- Boost enterprise customer attraction to our platform
- Expand platform features based on 75% of enterprise-client feedback
- Analyze feedback from 75% of enterprise clients
- Identify commonly requested platform features
- Initiate development of new features
- Increase demo requests by 30% over the next quarter
- Implement a user-friendly online demo request form
- Enhance demo product features to attract more customer interest
- Develop targeted marketing campaigns to boost demo visibility
- Enhance customer support satisfaction rate by 45%
- Implement a customer feedback system to gauge satisfaction
- Implement comprehensive training programs for customer support staff
- Improve product/service quality based on customer insights
15. OKRs to enhance resolution efficacy of the resolver team
- Enhance resolution efficacy of the resolver team
- Decrease average resolution time of incidents by 15%
- Train support team on more efficient troubleshooting techniques
- Review and streamline current incident resolution processes
- Implement a prioritizing system for tech-support tickets
- Increase resolution rate of high-priority incidents by 20%
- Provide additional training for Incident Response Team
- Streamline process for handling high-priority incidents
- Establish strict performance metrics and monitoring
- Implement training program to reduce incident escalation occurrences by 10%
- Develop training modules focusing on de-escalation methods
- Schedule and conduct training sessions for staff
- Assess current trends in incident escalation occurrences
Team Support 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's audit dashboard will highlight opportunities to improve OKRsTip #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's check-ins will save you hours and increase transparencyTip #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 Team Support OKRs in a strategy map
The rules of OKRs are simple. Quarterly OKRs should be tracked weekly, and yearly OKRs should be tracked monthly. 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 a proper OKR platform to make things easier.
Tability's Strategy Map makes it easy to see all your org's OKRsIf 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 Team Support OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to streamline and enhance the performance management system
- OKRs to enhance data analytics and automate reporting procedures
- OKRs to enhance overall customer experience for improved satisfaction
- OKRs to enhance the quality of the weekly catalogue
- OKRs to rapidly shorten time to revenue and time to market cycle
- OKRs to elevate campaign quality and maintain consistency across all platforms
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.