Support OKRs work best when they aim at the customer's experience, not the team's activity. "Answer 5,000 tickets" is activity. "Customers get an answer in under an hour" is an outcome. Here are three examples with the work behind each.
How to read these examples
Each OKR has an objective in plain words, key results with a start and a target, and the first tasks. The numbers are examples. Measure your own starting point before you set a target.
Example 1: Customers get help fast
Objective: Customers get help fast.
Key results by the end of the quarter:
- Median first reply time, from 4 hours to 1 hour
- Tickets answered within the business day, from 78% to 95%
First tasks:
- Set up saved replies for the ten most common questions
- Change the rota so two people cover the 9 to 11 AM peak
- Send a daily list of tickets older than 4 hours to the lead
Example 2: Customers solve setup problems on their own
Objective: Customers solve setup problems on their own.
Key results by the end of the quarter:
- Setup tickets, from 120 a month to 60
- Help article views that end with no ticket, from 60% to 80%
First tasks:
- Find the five setup questions behind most tickets
- Rewrite those five help articles with screenshots
- Add links to them in the onboarding emails
Example 3: Every answer is right the first time
Objective: Every answer is right the first time.
Key results by the end of the quarter:
- Tickets reopened within 7 days, from 11% to 5%
- Customer satisfaction (CSAT), from 84% to 91%
First tasks:
- Review 20 reopened tickets and list the causes
- Add a short check before closing: did we answer every question?
- Pair new agents with a senior for their first 50 tickets
Mistakes to avoid
- Speed without quality. Pushing first reply time down can push reopen rates up. Pair a speed KR with a quality KR.
- Measuring only the team. "Tickets closed per agent" can make people close tickets too early. Measure the customer's outcome.
- Setting and forgetting. Check each key result every week, in five minutes, with a goal check-in.
Write your own
Describe what your support team wants to change and any numbers you know. The OKR generator drafts an objective and key results you can edit.
Connect the goal to the work
Support work is fast and repetitive, so it is easy to lose sight of the goal. Link projects like the help center rewrite to the key result, and check every week whether tickets are actually going down. M-Tracker links tasks and projects to objectives and key results, so you can see each week how much of the team's time goes to the goal. No screenshots and no activity tracking.
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Questions people ask
How many OKRs should one team have?
One to three objectives, each with two to four key results.
Should OKRs be tied to bonuses?
Most teams keep them separate. Tying them to pay makes people set safe goals.
What if we miss?
Scoring 0.7 on a stretch goal is a good quarter. Look at what you learned, and set the next one.
Work you can trust, without redoing it.
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