Set clear, outcome-driven goals for your support team to enhance customer satisfaction, streamline resolution, and build long-term trust.
Customer Support OKRs (Objectives and Key Results) are structured goals designed to improve the performance, responsiveness, and customer experience offered by support teams. These OKRs focus on key areas like reducing resolution time, increasing satisfaction scores, and improving support operations.
Improve customer satisfaction (CSAT & NPS)
Reduce ticket resolution time and increase efficiency
Encourage team accountability and consistent performance
Align support goals with broader customer experience objectives
Identify training and process improvement opportunities
KR1: Increase CSAT score from 82% to 90%
KR2: Conduct 2 customer feedback surveys per quarter
KR3: Implement top 3 suggestions from feedback each quarter
KR4: Maintain a customer complaint resolution rate above 95%
KR1: Decrease first response time to under 2 hours
KR2: Resolve 90% of tickets within 24 hours
KR3: Launch an internal knowledge base to speed up ticket handling
KR4: Implement live chat support for faster response
KR1: Add 20 new help articles to the knowledge base
KR2: Achieve 40% of issues resolved via self-service resources
KR3: Reduce repetitive ticket queries by 25%
KR4: Improve search usability of the support portal by end of quarter
KR1: Conduct monthly training sessions on handling complex queries
KR2: Maintain agent satisfaction score above 85%
KR3: Identify and coach bottom 10% performers monthly
KR4: Introduce a peer-feedback system for support quality
KR1: Integrate CRM with ticketing system to improve data access
KR2: Reduce support software downtime to under 1%
KR3: Audit and remove 10+ outdated macros/templates
KR4: Create automated ticket routing to relevant departments
KR1: Reduce churn rate among support-contacted users by 20%
KR2: Implement follow-up system for high-priority issues
KR3: Tag and track upsell/conversion opportunities from support
KR4: Collaborate with success team for weekly customer syncs