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10 OKR examples for User Support Team

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.

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.

AI feedback for OKRs in TabilityTability's Strategy Map makes it easy to see all your org's OKRs

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.

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
  • TaskAssign dedicated support personnel to promptly address any user concerns or questions
  • TaskProvide clear and concise documentation for seamless user guidance
  • TaskConduct thorough training sessions to equip users with necessary skills and knowledge
  • TaskOffer readily accessible technical assistance and troubleshooting resources
  • KRMonitor and analyze user feedback to identify areas for improvement in the migration process
  • TaskSet up a system to collect user feedback on the migration process
  • TaskRegularly review and analyze user feedback data for insights on improvement opportunities
  • TaskIdentify specific areas in the migration process that require immediate attention based on user feedback
  • TaskImplement 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
  • TaskOrganize webinars to educate users on the migration process and address their concerns
  • TaskImplement targeted email campaigns highlighting key information and milestones of the migration process
  • TaskDevelop a series of engaging videos showcasing the benefits and steps of the migration process
  • TaskCreate 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
  • TaskRegularly analyze response time data to identify bottlenecks and implement process improvements
  • TaskEstablish clear guidelines and documentation for resolving common user inquiries
  • TaskTrain customer support agents to handle inquiries effectively and efficiently
  • TaskImplement a ticketing system for efficient tracking and prioritization of user inquiries
  • KRIncrease user retention rate by 15% through personalized push notifications and enhanced features
  • TaskContinuously monitor and optimize push notification campaigns and feature updates for maximum effectiveness
  • TaskDevelop and implement a comprehensive push notification strategy based on user insights
  • TaskAnalyze user behavior to identify key preferences and interests for personalized push notifications
  • TaskEnhance user experience by adding new features and improving existing functionalities
  • KRIncrease user reviews by 20% through targeted campaigns and incentivized prompts
  • TaskUse social media platforms to highlight positive user reviews and encourage others to share their experiences
  • TaskCreate personalized email campaigns to request user reviews with compelling copy and visuals
  • TaskOffer exclusive incentives, such as discounts or freebies, for users who leave reviews
  • TaskImplement 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
  • TaskAssign tasks to tech team for prototype development
  • TaskDefine MVP specifications and requirements with relevant teams
  • TaskRegularly supervise and adjust prototype progress
  • KRValidate MVP through feedback from 100 beta users
  • TaskDistribute MVP to these users and gather the feedback
  • TaskIdentify and recruit 100 potential beta users for testing
  • TaskAnalyze and implement suggestions from user feedback
  • KRAchieve 70% user satisfaction rate post MVP launch
  • TaskContinuously improve product based on user feedback
  • TaskEnhance user support and engagement systems
  • TaskImplement 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
  • TaskOrganize regular training for customer support teams
  • TaskImplement a user-friendly FAQ section on website
  • TaskImprove user manuals and documentation
  • KRImprove customer satisfaction rate for our solutions by 20%
  • TaskImplement feedback system after each service
  • TaskIncrease staff training on customer service
  • TaskEnhance product/service quality levels
  • KRIncrease solution adoption rate by 15%
  • TaskProvide consistent, comprehensive customer support
  • TaskImplement a user-friendly software onboarding process
  • TaskTrain 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
  • TaskImplement interface changes based on feedback
  • TaskConduct user testing to measure improvement
  • TaskSurvey users for feedback on current navigation difficulties
  • KRImplement 2 new features based on users' unique needs surveys feedback
  • TaskTest and implement the new features
  • TaskAnalyze survey feedback to identify two most requested features
  • TaskDesign and develop these two new features
  • KRReduce customer support calls by 30% through enhanced, intuitive design
  • TaskImplement intuitive, user-friendly features
  • TaskImprove user interface for easier navigation
  • TaskIncorporate 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
  • TaskImplement a user-friendly FAQ page addressing common onboarding queries and concerns
  • TaskDevelop video tutorials to visually guide users through the onboarding process
  • TaskRevamp knowledge base content with clear and detailed instructions for onboarding steps
  • TaskConduct 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
  • TaskIdentify specific drafting skills agents need improvement in
  • TaskDevelop curriculum for training sessions focusing on those skills
  • TaskSchedule, coordinate and conduct the training sessions
  • KRReduce knowledge article approval process time by 30%
  • TaskImplement automation tools for immediate notifications to approvers
  • TaskProvide clear guidelines for article submission
  • TaskOrganize regular training for article approvers
  • KRImplement a user-friendly interface, decreasing article submission errors by 50%
  • TaskIntegrate and test the new interface design
  • TaskEvaluate current interface for potential user errors
  • TaskDevelop 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
  • TaskFollow up with customers post-webinar to assess learning and reinforce training
  • TaskDevelop comprehensive training materials for the new portal's usage and features
  • TaskSchedule and conduct training webinars for customers on new portal
  • KRAchieve 70% accounts migration within the first month of the quarter
  • TaskMonitor migration process, rectify any issues promptly
  • TaskIdentify all transition-ready accounts for migration
  • TaskDevelop and implement a comprehensive migration strategy
  • KRMinimize migration-related customer complaints to less than 5%
  • TaskProvide detailed migration guide to customers
  • TaskImplement comprehensive pre-migration customer communication
  • TaskEnhance 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
  • TaskImplement a user referral incentive program
  • TaskOptimize product features to improve user retention
  • TaskLaunch an engaging marketing campaign to attract new users
  • KRConduct 3 interactive workshops on the benefits and features of D365 Sales Hub
  • TaskIdentify key benefits and features of D365 Sales Hub for workshop content
  • TaskPromote and schedule D365 Sales Hub workshops to target audiences
  • TaskPlan structure and activities for three interactive workshops
  • KRDecrease D365 Sales Hub related support queries by 30%
  • TaskDevelop a user guide to resolve common issues independently
  • TaskIntroduce a self-help portal with FAQ
  • TaskImplement 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%
  • TaskRevise and simplify technical language in existing documentation
  • TaskCollect user feedback regularly to pinpoint confusion
  • TaskInput visual aids to enhance document comprehensibility
  • KRIncrease documentation completeness by 30%
  • TaskConduct comprehensive review of existing documents for gaps
  • TaskAllocate resources for completing incomplete documents
  • TaskEstablish system to maintain document updates
  • KRConduct bi-weekly documentation review and update to ensure current and error-free information
  • TaskEvaluate and rectify any errors in the documentation
  • TaskUpdate outdated sections of the document
  • TaskSet a bi-weekly schedule for documentation reviews
  • KRReduce customer support queries about product functionality by 20%
  • TaskConduct regular user experience testing for feedback
  • TaskLaunch an online FAQ page on product functionality
  • TaskImprove 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:

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.

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