Objective and Key Results are a proven goal-setting platform that got popularised by Google and introduced by John Doerr. John Doerr, in his book “Measure What Matters” says that by adopting OKRs businesses can drive 10x growth. OKRs allow employees to create individual and departmental goals. They made goals that can align with the organizational goals to ensure goal achievement.

OKRs are best suited for all types of industries. With the ever-changing landscape in the way business and workforce operate, OKRs can be agile to align with the change. Customer service teams are those who are the face of an organization. They maintain the brand established and also keep delivering services to ensure customer retention is high.

With our experience working with the customer support team, we found that they have their challenges in tracking the metrics set. While setting clear goals for the team also increases employee engagement. This article will help them write simple and effective OKRs

Curious about the best OKR software for 2023, Read more in Best OKR Software 2023

How Does OKR Software Help Customer Support?

The customer service team plays a major role in measuring organizational performance. It is necessary to align their OKRs with the organizational OKRs as they play a critical role in business retention. This team measures metrics that matter to business and its important to have quality metrics

OKR software for Customer Support executives.

The data-driven environment with a mix of qualitative metrics. While few metrics measure the calls and tickets resolved, few metrics speak about the quality of communication as well.

OKRs allow a team to set metrics that help them to be innovative at the same time resolve a few critical customer service queries.

10 Top Customer support OKR Examples

The customer support team goal gets managed with the help of OKRs. With the help of the OKR framework, it is effective to measure the real-time data of a customer service department. OKRs will work well with state-of-the-art technologies in the future and help with discoveries and next-gen ideas. Creating OKRs for the customer service team ensures that they are aligned with the organizational vision. This team ensures that the customers are retained and also scales the business through existing customers. The feedback from these customers becomes the gateway for more new customers

Objective 1: Improve first response time for customer support inquiries

KR 1: Reduce average first response time for customer support inquiries to under 2 hours

KR 2: Achieve a customer satisfaction rating of at least 90% for the timely resolution of inquiries

Objective 2: Increase customer loyalty through personalized support

KR 1: Achieve a 20% increase in customer retention rate

KR 2: Increase customer satisfaction rating by 10% through personalized support efforts

Objective 3: Streamline support processes for increased efficiency

KR 1: Reduce average resolution time for customer support inquiries by 20%

KR 2: Achieve a 20% increase in the number of inquiries resolved per hour

Objective 4: Enhance self-service options for customers

KR 1: Achieve a 20% increase in the use of self-service options, such as a knowledge base or FAQs

KR 2: Achieve a customer satisfaction rating of at least 90% for self-service options

Objective 5: Implement a customer feedback loop

KR 1: Achieve a 50% response rate for customer feedback requests

KR 2: Implement at least 2 changes based on customer feedback per quarter

Objective 6: Expand support hours for increased accessibility

KR 1: Increase support hours by 50%

KR 2: Achieve a customer satisfaction rating of at least 90% for availability of support

Objective 7: Improve communication with customers during issue resolution

KR 1: Achieve a customer satisfaction rating of at least 90% for communication during issue resolution

KR 2: Reduce the average number of follow-up inquiries by 20%

Objective 8: Increase cross-functional collaboration for better issue resolution

KR 1: Achieve a 20% increase in the number of issues resolved with cross-functional collaboration

KR 2: Achieve a customer satisfaction rating of at least 90% for issue resolution involving cross-functional collaboration

Objective 9: Enhance training for support staff

KR 1: Achieve a 20% increase in the average resolution time for support staff with at least 6 months of training

KR 2: Achieve a customer satisfaction rating of at least 90% for support staff with at least 6 months of training

Objective 10: Implement a customer rewards program

KR 1: Achieve a 20% increase in customer loyalty through the rewards program

KR 2: Achieve a customer satisfaction rating of at least 90% for the rewards program

Implement OKR Software solutions for your Customer Support teams

While implementing OKRs in the customer service team, it is essential to understand the key customer retention metrics along with the problem-solving metrics. Setting clear department goals and individual goals is very important as there are various metrics available. Recognizing the key metrics that matter to business will help in crafting OKRs

Learn more about implementing OKRs in our Guide to implement in your company.

Talk to our experts more about OKR Software.

Talk to our experts to more about customer support OKRs. Our domain experts can work with organizations to create solutions that are specific to organizations. OKRs are industry agnostic and are very interesting when applied to process and metric-driven teams. The outcome is quantified and hence the results are more tangible. Write to Datalligence for implementing OKRs today or try Datalligence AI for “Free”