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 created 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
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
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 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 business through existing customers. The feedback from these customers becomes the gateway for more new customers
Objective 1: Increase customer satisfaction
KR 1: X number of users survey to measure satisfaction
KR 2: conduct an email feedback campaign for X users
KR 3: Submit X ideas to fill the gap in the rating
Objective 2: Increase the user experience for better retention
KR 1: Complete the new customer onboard by X days
KR 2: Complete X number of tutorials for easy onboarding
Objective 3: Improve the customer resolution turnaround
KR 1: Resolve the tickets within X minutes
KR 2: increase the number of tickets resolved from X to y
Objective 4: Increase revenue from the existing customer
KR 1: Offer X number of personalized offers
KR 2: Rollout X newsletters each month
KR 3: Offers product training for each customer fortnightly
Objective 5: Ensure to increase the customer retention
KR 1: decrease the churn rate from x to y
KR 2: Take feedback and fix a minimum X number of issues each month
Objective 6: Create a team that delights customers
KR 1: publish X case studies a month
KR 2: Increase reviews in G2 and Capttera by X%
Objective 7: Provide support to ensure customer support
KR 1: Respond to chat support within X minutes
KR 2: Ensure to bring down the missed chats by x%
Objective 8: Increase customer support in APAC
KR 1: Hire x native speakers to support the APAC region
KR 2: Automate responses by X month
Objective 9: Foster learning aptitude
KR 1: Train team on product for at least X man-days a month
KR 2: Train team in behavioral skills for X hours a month
Objective 10: Build a winning team
KR 1: Hire X number of frontline customer service executives by X month
KR 2: Onboard director customer success by X month
Implement OKR Software solution 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
Talk to our experts more about OKR Software.
Talk to our experts to more about customer support OKRs. Our domain experts can work along with the organizations to create solutions that are specific to organizations. OKRs are industry agnostic and it is very interesting when it is 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.