What are User 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 User 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.
How to write your own User Support Team OKRs
Option 1. Turn ideas into OKRs with Tability AI
While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here.
You can use Tability's AI generator to create tailored OKRs based on your specific context. Tability can turn your objective description into a fully editable OKR template -- including tips to help you refine your goals.
- 1. Go to Tability's plan editor
- 2. Click on the "Generate goals using AI" button
- 3. Use natural language to describe your goals
Tability will then use your prompt to generate a fully editable OKR template.
Watch the video below to see it in action 👇
Option 2. Optimise existing OKRs with Tability Feedback tool
If you already have existing goals, and you want to improve them. You can use Tability's AI feedback to help you.
- 1. Go to Tability's plan editor
- 2. Add your existing OKRs (you can import them from a spreadsheet)
- 3. Click on "Generate analysis"
Tability's Strategy Map makes it easy to see all your org's OKRsTability 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.
You can then decide to accept the suggestions or dismiss them if you don't agree.
Option 3. Use the free OKR generator
If you're just looking for some quick inspiration, you can also use our free OKR generator to get a template.
Unlike with Tability, you won't be able to iterate on the templates, but this is still a great way to get started.
User Support Team OKRs examples
We've added many examples of User Support Team 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 successfully migrate users
ObjectiveSuccessfully migrate users
KRAchieve a user migration rate of at least 80% within the designated timeframe- KRMinimize user disruptions during the migration process by providing adequate support and resources
Assign dedicated support personnel to promptly address any user concerns or questions- Provide clear and concise documentation for seamless user guidance
- Conduct thorough training sessions to equip users with necessary skills and knowledge
- Offer readily accessible technical assistance and troubleshooting resources
- KRMonitor and analyze user feedback to identify areas for improvement in the migration process
- Set up a system to collect user feedback on the migration process
- Regularly review and analyze user feedback data for insights on improvement opportunities
- Identify specific areas in the migration process that require immediate attention based on user feedback
- Implement necessary changes or adjustments to address user feedback and improve the migration process
- KRIncrease user awareness and understanding of the migration process through targeted communication campaigns
- Organize webinars to educate users on the migration process and address their concerns
- Implement targeted email campaigns highlighting key information and milestones of the migration process
- Develop a series of engaging videos showcasing the benefits and steps of the migration process
- Create and distribute informative brochures explaining the migration process to all users
OKRs to enhance user satisfaction and engagement with our app
- ObjectiveEnhance user satisfaction and engagement with our app
- KRReduce average response time to user inquiries to under 24 hours through streamlined customer support
- Regularly analyze response time data to identify bottlenecks and implement process improvements
- Establish clear guidelines and documentation for resolving common user inquiries
- Train customer support agents to handle inquiries effectively and efficiently
- Implement a ticketing system for efficient tracking and prioritization of user inquiries
- KRIncrease user retention rate by 15% through personalized push notifications and enhanced features
- Continuously monitor and optimize push notification campaigns and feature updates for maximum effectiveness
- Develop and implement a comprehensive push notification strategy based on user insights
- Analyze user behavior to identify key preferences and interests for personalized push notifications
- Enhance user experience by adding new features and improving existing functionalities
- KRIncrease user reviews by 20% through targeted campaigns and incentivized prompts
- Use social media platforms to highlight positive user reviews and encourage others to share their experiences
- Create personalized email campaigns to request user reviews with compelling copy and visuals
- Offer exclusive incentives, such as discounts or freebies, for users who leave reviews
- Implement in-app prompts at strategic moments to remind and encourage users to submit reviews
- KRIncrease average app rating to 4.5 stars through user feedback and app improvements
OKRs to successfully launch challenge MVP (Minimum Viable Product)
- ObjectiveSuccessfully launch challenge MVP (Minimum Viable Product)
- KRDevelop functional prototype of the MVP by engaging tech team
- Assign tasks to tech team for prototype development
- Define MVP specifications and requirements with relevant teams
- Regularly supervise and adjust prototype progress
- KRValidate MVP through feedback from 100 beta users
- Distribute MVP to these users and gather the feedback
- Identify and recruit 100 potential beta users for testing
- Analyze and implement suggestions from user feedback
- KRAchieve 70% user satisfaction rate post MVP launch
- Continuously improve product based on user feedback
- Enhance user support and engagement systems
- Implement customer feedback surveys post-launch
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 enhance product suite experience for small businesses and accountants
- ObjectiveEnhance product suite experience for small businesses and accountants
- KRImprove user interface navigation by 35% measured by user testing
- Implement interface changes based on feedback
- Conduct user testing to measure improvement
- Survey users for feedback on current navigation difficulties
- KRImplement 2 new features based on users' unique needs surveys feedback
- Test and implement the new features
- Analyze survey feedback to identify two most requested features
- Design and develop these two new features
- KRReduce customer support calls by 30% through enhanced, intuitive design
- Implement intuitive, user-friendly features
- Improve user interface for easier navigation
- Incorporate a comprehensive FAQ section
OKRs to increase platform onboarding efficiency
- ObjectiveIncrease platform onboarding efficiency
- KRIncrease user satisfaction rating for onboarding process to 4.5 out of 5
- KRAchieve 95% completion rate for onboarding tasks
- KRDecrease average onboarding time by 10%
- KRReduce onboarding support tickets by 20% through improved self-service resources
- Implement a user-friendly FAQ page addressing common onboarding queries and concerns
- Develop video tutorials to visually guide users through the onboarding process
- Revamp knowledge base content with clear and detailed instructions for onboarding steps
- Conduct regular surveys to gather feedback and identify areas for further improvement
OKRs to streamline publication of support agent knowledge articles
- ObjectiveStreamline publication of support agent knowledge articles
- KRConduct training sessions to improve article drafting skills for 90% of agents
- Identify specific drafting skills agents need improvement in
- Develop curriculum for training sessions focusing on those skills
- Schedule, coordinate and conduct the training sessions
- KRReduce knowledge article approval process time by 30%
- Implement automation tools for immediate notifications to approvers
- Provide clear guidelines for article submission
- Organize regular training for article approvers
- KRImplement a user-friendly interface, decreasing article submission errors by 50%
- Integrate and test the new interface design
- Evaluate current interface for potential user errors
- Develop easy-to-use interface design
OKRs to successful migration of accounts to the new portal
- ObjectiveSuccessful migration of accounts to the new portal
- KRTrain 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
- KRAchieve 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
- KRMinimize 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
OKRs to increase usage of D365 Sales Hub in our organization
- ObjectiveIncrease usage of D365 Sales Hub in our organization
- KRAchieve a 20% increase in daily active users within the next quarter
- Implement a user referral incentive program
- Optimize product features to improve user retention
- Launch an engaging marketing campaign to attract new users
- KRConduct 3 interactive workshops on the benefits and features of D365 Sales Hub
- Identify key benefits and features of D365 Sales Hub for workshop content
- Promote and schedule D365 Sales Hub workshops to target audiences
- Plan structure and activities for three interactive workshops
- KRDecrease D365 Sales Hub related support queries by 30%
- Develop a user guide to resolve common issues independently
- Introduce a self-help portal with FAQ
- Implement comprehensive staff training on D365 Sales Hub usage
OKRs to enhance the quality and comprehensibility of technical documentation
- ObjectiveEnhance the quality and comprehensibility of technical documentation
- KRImprove 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
- KRIncrease documentation completeness by 30%
- Conduct comprehensive review of existing documents for gaps
- Allocate resources for completing incomplete documents
- Establish system to maintain document updates
- KRConduct 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
- KRReduce 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
User 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
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.
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.
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 track your User Support Team OKRs
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.
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 User Support Team OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to enhance the resilience of team communication
- OKRs to boost student attendance to improve test scores
- OKRs to successfully accomplish set goal
- OKRs to formulate a dedicated livestream team to boost follower count
- OKRs to boost driving adoption and advocacy confidence
- OKRs to establish and optimize an efficient payroll plan