14 customisable OKR examples for Technical Support
What are Technical Support OKRs?
The OKR acronym stands for Objectives and Key Results. It's a goal-setting framework that was introduced at Intel by Andy Grove in the 70s, and it became popular after John Doerr introduced it to Google in the 90s. OKRs helps teams has a shared language to set ambitious goals and track progress towards them.
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 Technical 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 Technical 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 Technical Support OKRs examples
You will find in the next section many different Technical Support 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 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
2. OKRs to implement Cloud-Ready Applications
Implement Cloud-Ready Applications
Achieve 99% uptime in cloud environment across all migrated applications
Conduct regular preventive maintenance and system audits
Implement redundant systems to prevent a single point of failure
Monitor and resolve issues promptly with a 24/7 technical support team
Complete successful migration of 1 pilot application to cloud platform
Develop and document cloud-focused architecture for 3 current key applications
Develop cloud-focused architecture for each application
Identify three key applications for cloud-based transformation
Document the newly developed architectures
3. OKRs to enhance Webhooks Experience and Address Technical Debt
Enhance Webhooks Experience and Address Technical Debt
Increase webhook delivery success rate by 10% through optimized error handling
Enhance webhook monitoring and alerting system to promptly identify and investigate delivery failures
Improve error response messaging to provide clear instructions for troubleshooting and resolving issues
Analyze webhook error logs to identify common errors and create specific error handling strategies
Implement automated retry mechanism to resend failed webhook deliveries in case of temporary errors
Reduce webhook response time by 20% by streamlining and optimizing the underlying technology
Reduce technical debt by resolving 50% of identified issues through prioritized backlog refinements
Implement automated testing for webhooks to ensure compatibility and reduce regression issues
Integrate the automated testing framework with the existing webhook infrastructure
Continuously monitor and analyze test results to identify and address any compatibility issues
Research and select a suitable automated testing framework for webhooks
Develop a comprehensive test suite for webhooks to cover all possible scenarios
4. OKRs to decrease the Mean Time to Resolution (MTTR) for all incidents
Decrease the Mean Time to Resolution (MTTR) for all incidents
Improve technical skills, aiming for 15% faster handling of subsequent incidents
Practice problem-solving using tech simulations
Enroll in technical skill-enhancing workshops/courses
Read, study and apply latest tech manuals/guides
Cut the average initial response time by 20%
Automate initial responses with a well-structured bot
Provide quick response training to customer service teams
Implement 24/7 customer support service
Implement a system that ensures 90% of incidents are first-time fixes
Develop a robust incident reporting protocol
Train team on comprehensive problem-solving techniques
Incorporate quality assurance check within the process
5. OKRs to reduce MTTR of critical business applications by 15%
Reduce MTTR of critical business applications by 15%
Implement 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
Identify 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
Train 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
6. OKRs to implement phase one of privilege access management tool replacement
Implement phase one of privilege access management tool replacement
Develop detailed transition plan to ensure zero service disruptions
Schedule and communicate transition plan to all stakeholders
Develop contingency strategies addressing identified risks
Identify critical services and potential disruption risks
Train 70% of IT staff on the operation of selected new access management tools
Organize and implement the scheduled training sessions
Choose appropriate access management tools for training
Identify 70% of IT staff requiring access management training
Identify and assess five potential replacement tools, determining suitability by end of quarter
Research and list five potential replacement tools
Evaluate each tool's effectiveness and suitability
Present findings and recommendation by the deadline
7. OKRs to improve system efficiency and dependability
Improve system efficiency and dependability
Achieve 95% system uptime across all platforms
Implement redundant systems to safeguard against total system failure
Regularly perform and monitor preventive maintenance tasks
Improve incident response and recovery procedures
Reduce system downtime by 15%
Adopt advanced monitoring tools for proactive error detection
Implement regular maintenance and update schedules for all systems
Train staff on troubleshooting and efficient problem resolution
Increase speed of data processing by 20%
Upgrade to more powerful, faster technology infrastructure
Implement efficient data processing algorithms
Train staff on optimized data handling practices
8. OKRs to boost Odoo CRM utilization and proficiency company-wide
Boost Odoo CRM utilization and proficiency company-wide
Decrease data input errors in Odoo CRM by 40%
Regularly audit data entries for errors and inaccuracies
Integrate automated data validation tools in Odoo CRM
Implement comprehensive data input training for all CRM users
Accomplish 80% attendance in Odoo CRM training sessions
Schedule training times that are suitable for majority of employees
Implement company-wide incentives for attending the training
Send regular reminders about upcoming Odoo CRM sessions
Increase Odoo CRM user login frequency by 30%
Implement incentive program for frequent login users
Improve user interface for enhanced accessibility
Implement regular user training sessions
9. OKRs to successful migration of accounts to the new portal
Successful migration of accounts to the new portal
Train 90% of customers on the new portal's usage and features by end of the quarter
Follow up with customers post-webinar to assess learning and reinforce training
Develop comprehensive training materials for the new portal's usage and features
Schedule and conduct training webinars for customers on new portal
Achieve 70% accounts migration within the first month of the quarter
Monitor migration process, rectify any issues promptly
Identify all transition-ready accounts for migration
Develop and implement a comprehensive migration strategy
Minimize migration-related customer complaints to less than 5%
Provide detailed migration guide to customers
Implement comprehensive pre-migration customer communication
Enhance post-migration customer support services
10. OKRs to ensure successful implementation and utilization of the ticket system
Ensure successful implementation and utilization of the ticket system
Complete ticket system setup and integration by 25% of the quarter
Identify necessary software and hardware for ticket system setup
Initiate system integration procedures
Monitor and evaluate progress towards completion
Train 75% of staff members on the use and benefits of the ticket system
Develop comprehensive, easy-to-understand training materials
Identify staff members not familiar with the ticket system
Schedule and conduct training sessions regularly
Achieve at least 60% user adoption rate of the ticket system within the quarter
Train all employees on the benefits and use of the ticket system
Implement incentives for consistent ticket system usage
Regularly monitor and report on user adoption rates
11. OKRs to successfully transition all on-demand courses to the new LMS platform
Successfully transition all on-demand courses to the new LMS platform
Ensure that all on-demand courses are fully functional and accessible on the new LMS
Review all on-demand courses and identify any functionality or accessibility issues on the new LMS
Conduct accessibility testing to ensure all on-demand courses are accessible to all users
Provide necessary training and support to instructors to ensure smooth transition on the new LMS
Update and fix any identified issues to ensure all on-demand courses are fully functional
Train and support instructors and course administrators to effectively use the new LMS
Provide comprehensive training sessions on how to navigate and utilize the new LMS
Offer ongoing technical support and troubleshooting assistance for instructors and course administrators
Facilitate regular feedback sessions to gather insights and address any challenges faced by users
Develop user-friendly documentation and guides to help instructors and course administrators optimize the LMS
Achieve a satisfaction rate of at least 90% from users with the new LMS experience
Conduct user feedback surveys to gather insights on satisfaction with the new LMS experience
Analyze user feedback and identify key pain points to address for improvement
Regularly monitor and track satisfaction rates to ensure continuous improvement of the LMS experience
Implement necessary updates and enhancements based on user feedback to enhance satisfaction
Migrate and validate content from existing courses onto the new LMS
12. OKRs to improve Stability of E-commerce Platform
Improve Stability of E-commerce Platform
Achieve a 95% uptime rate for payment processing services by collaborating with reliable payment service providers
Decrease platform downtime by 20% through infrastructure upgrades and proactive monitoring
Upgrade critical infrastructure components to ensure better performance and increased reliability
Establish regular maintenance and testing schedules to minimize unexpected downtime occurrences
Implement improved monitoring systems to detect potential issues and address them proactively
Conduct infrastructure analysis to identify areas requiring upgrades for minimizing downtime
Increase average page load speed by 15% through performance optimization techniques
Optimize and compress images to reduce their file sizes
Enable cache settings to store static content and speed up page loading
Reduce server response time by optimizing database queries and code efficiency
Minimize the number of HTTP requests by combining CSS and JavaScript files
Reduce customer support tickets related to technical issues by 25% through bug fixes and system improvements
Conduct thorough analysis of customer support tickets to identify common technical issues
Collaborate with development team to prioritize and address identified bugs for resolution
Implement regular system maintenance and updates to prevent potential technical issues
Enhance user interface and provide clear instructions for self-help troubleshooting on customer portal
13. 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
14. OKRs to enhance the quality and comprehensibility of technical documentation
Enhance the quality and comprehensibility of technical documentation
Improve user-satisfaction score regarding documentation clarity by 25%
Revise and simplify technical language in existing documentation
Collect user feedback regularly to pinpoint confusion
Input visual aids to enhance document comprehensibility
Increase documentation completeness by 30%
Conduct comprehensive review of existing documents for gaps
Allocate resources for completing incomplete documents
Establish system to maintain document updates
Conduct bi-weekly documentation review and update to ensure current and error-free information
Evaluate and rectify any errors in the documentation
Update outdated sections of the document
Set a bi-weekly schedule for documentation reviews
Reduce customer support queries about product functionality by 20%
Conduct regular user experience testing for feedback
Launch an online FAQ page on product functionality
Improve product user manual for clarity and comprehensiveness
Technical 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
Focus can only be achieve by limiting the number of competing priorities. It is crucial that you take the time to identify where you need to move the needle, and avoid adding business-as-usual activities to your 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
Having good goals is only half the effort. You'll get significant more value from your OKRs if you commit to a weekly check-in process.
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 Technical Support OKRs in a strategy map
Your quarterly OKRs should be tracked weekly in order 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
Spreadsheets are enough to get started. Then, once you need to scale you can use a proper OKR platform to make things easier.
![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 Technical Support OKR templates
We have more templates to help you draft your team goals and OKRs.
OKRs to acquire new potential customers
OKRs to optimize Trello Board for effective team OKR management
OKRs to achieve As and Bs in English class next quarter
OKRs to enhance metrics quality and interpretability
OKRs to achieve a B grade in all subjects
OKRs to enhance efficiency in the Human Capital department
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.