OKR Template

Customer Support
- OKR Templates


May 19, 2024
4 min

Free OKR Templates

Download templates

Struggling to connect the dots between customer support, happy customers, and your company’s overall goals?

The good news is there’s a way to craft goals that are both customer-focused and strategically aligned with other departments

Curious how it works in action? This blog post will dive into real-world OKR templates for customer support.

Learn from it and create meaningful OKRs for your team.

15 OKR Templates to Enhance Customer Support and Satisfaction

These OKR templates have been designed to cater to the unique challenges, priorities, and goals of customer support teams. The quantifiable elements in these templates are denoted as ‘X.’

Utilize these OKRs as a valuable resource to derive inspiration and tailor your customized OKRs for your customer success team.

1. Objective: Enhance support team skills

Owner: Training and Development Manager, Quality Assurance Specialist, Senior Customer Support Representative

Due date: 3 months

  • KR1: Attain an X% completion rate in advanced customer service training modules
  • KR2: Increase the average customer service quality rating by X% in internal evaluations
  • KR3: Conduct monthly skill-sharing sessions for a X% increase in resolving complex issues

Improve support team skills for better service.

2. Objective: Improve customer satisfaction

Owner: Customer Experience Manager, Support Team Lead, Quality Assurance Specialist

Due date: 3 months

  • KR1: Increase Net Promoter Score (NPS) from X to Y
  • KR2: Reduce average resolution time by X% to enhance customer experience
  • KR3: Achieve an X% positive feedback rate on customer service surveys

Boost customer satisfaction with better support.

3. Objective: Enhance proactive support initiatives

Owner: Customer Support Outreach Specialist, Customer Support Quality Assurance Manager, Customer Support Resolution Team Lead

Due date: 3 months

  • KR1: Launch a proactive outreach program for an X% decrease in incoming support requests
  • KR2: Achieve an X% increase in customer satisfaction scores for proactive support interactions
  • KR3: Reduce the number of issues reported more than once by X%

Strengthen proactive support to prevent issues.

4. Objective: Develop a personalized support experience

Owner: Customer Segmentation Specialist, Communication Specialist, Customer Satisfaction Analyst

Due date: 3 months

  • KR1: Implement a customer segmentation strategy for a X% increase in personalized support interactions
  • KR2: Increase customer engagement with personalized content by X% through targeted communication
  • KR3: Achieve an X% rise in customer satisfaction scores for personalized support interactions
Create tailored support experiences for customers.

5. Objective: Build a customer-centric culture

Owner: Customer Experience Manager, HR Manager, Customer Support Excellence Team Lead

Due date: 3 months

  • KR1: Conduct monthly customer feedback sessions, implementing X% of actionable suggestions
  • KR2: Increase employee NPS (eNPS) by X points through initiatives promoting customer-centric values
  • KR3: Recognize and reward employees with exceptional customer-centric behavior through a regular award program
Foster a culture focused on customer needs.

6. Objective: Enhance first response time efficiency

Owner: Support Team Lead, Technology Integration Specialist, Training and Development Manager

Due date: 3 months

  • KR1: Decrease average response time to customer inquiries from A hours to B hours
  • KR2: Implement a new chatbot system, reducing initial response time by X%
  • KR3: Train support staff to handle X% more inquiries per hour effectively
Improve first response time for quicker resolutions.

7. Objective: Increase customer retention

Owner: Customer Success Manager, Marketing Specialist, Customer Retention Specialist

Due date: 6 months

  • KR1: Achieve an X% increase in customer retention rate
  • KR2: Implement a loyalty program, resulting in an X% rise in repeat purchases
  • KR3: Reduce churn by X% through engagement strategies with at-risk customers

Strengthen retention by improving support quality.

VP of Operations (Chemical Manufacturing) Templates: Click here

8. Objective: Optimize knowledge base and resources

Owner: Knowledge Base Manager, Content Quality Analyst, User Experience Designer

Due date: 3 months

  • KR1: Increase self-service resolution rate by X% through knowledge base improvements
  • KR2: Ensure X% accuracy and relevancy in articles within the knowledge base
  • KR3: Implement a user-friendly search system resulting in an X% decrease in support inquiries

Enhance knowledge base for better self-service.

9. Objective: Improve team efficiency

Owner: IT Manager, Team Lead, Operations Manager

Due date: 3 months

  • KR1: Implement a new ticketing system, resulting in an X% decrease in unresolved tickets
  • KR2: Increase agent productivity by X%, measured by the number of cases closed per hour
  • KR3: Reduce idle time by X% through better scheduling and workload distribution
Streamline workflows to boost team efficiency.

10. Objective: Streamline escalation procedures

Owner: Tier 1 Support Manager, Communication Channels Improvement Team Lead, Tier 2 Support Training Coordinator

Due date: 3 months

  • KR1: Reduce escalations by X% by enhancing Tier 1 support capabilities
  • KR2: Decrease the time for issue escalation by X% through improved communication channels
  • KR3: Implement a specialized training program for Tier 2 support for a X% faster resolution of escalated issues
Improve escalation processes for faster resolutions.

11. Objective: Enhance multi-channel support

Owner: Social Media Support Specialist, Quality Assurance Manager, Live Chat Support Lead

Due date: 3 months

  • KR1: Introduce a new support channel and achieve X% adoption by customers
  • KR2: Ensure consistency in support quality across all channels, maintaining an average rating of X/5
  • KR3: Decrease resolution time by X% for cases handled via the newly introduced channel
Strengthen support across multiple communication channels.

12. Objective: Enhance the customer feedback loop

Owner: Customer Experience Manager, Product Manager, Quality Assurance Lead

Due date: 3 months

  • KR1: Increase the response rate to customer feedback surveys by X%
  • KR2: Implement changes within two weeks for X% of received suggestions
  • KR3: Achieve an X% increase in positive sentiment in customer feedback

Improve feedback collection for better service improvements.

13. Objective: Optimize customer service metrics

Owner: Customer Support Manager, Escalations Team Lead, Financial Analyst

Due date: 3 months

  • KR1: Achieve an X% customer service level agreement (SLA) adherence rate
  • KR2: Decrease the number of unresolved escalations by X% through better process alignment
  • KR3: Maintain a customer service cost per interaction that is X% below the industry average

Track and optimize key customer service metrics.

14. Objective: Enhance technical support capabilities

Owner: Technical Support Lead, Senior Technical Support Specialist, Training and Development Manager

Due date: 3 months

  • KR1: Attain an X% first-call resolution rate for technical issues
  • KR2: Implement UI/UX enhancements addressing identified issues
  • KR3: Conduct monthly technical training sessions for a X% increase in technical issue resolutions

Strengthen technical support to resolve complex issues.

15. Objective: Improve knowledge transfer within support teams

Owner: Knowledge Management Specialist, Training and Development Lead, Onboarding Program Manager

Due date: 3 months

  • KR1: Establish a knowledge-sharing platform for a X% increase in cross-team knowledge transfer
  • KR2: Conduct bi-weekly knowledge-sharing sessions with an X% attendance rate
  • KR3: Reduce the time taken to onboard new support agents by X%

Facilitate better knowledge sharing among support teams.

Download this template to create your company objectives

Download templates
Take a Tour