7 OKR examples for Technical Support Team
What are Technical Support Team OKRs?
The Objective and Key Results (OKR) framework is a simple goal-setting methodology that was introduced at Intel by Andy Grove in the 70s. It became popular after John Doerr introduced it to Google in the 90s, and it's now used by teams of all sizes to set and track ambitious goals at scale.
OKRs are quickly gaining popularity as a goal-setting framework. But, it's not always easy to know how to write your goals, especially if it's your first time using OKRs.
To aid you in setting your goals, we have compiled a collection of OKR examples customized for Technical Support Team. Take a look at the templates below for inspiration and guidance.
If you want to learn more about the framework, you can read more about the OKR meaning online.
Best practices for managing your Technical Support Team OKRs
Generally speaking, your objectives should be ambitious yet achievable, and your key results should be measurable and time-bound (using the SMART framework can be helpful). It is also recommended to list strategic initiatives under your key results, as it'll help you avoid the common mistake of listing projects in your KRs.
Here are a couple of best practices extracted from our OKR implementation guide 👇
Tip #1: Limit the number of key results
Having too many OKRs is the #1 mistake that teams make when adopting the framework. The problem with tracking too many competing goals is that it will be hard for your team to know what really matters.
We recommend having 3-4 objectives, and 3-4 key results per objective. A platform like Tability can run audits on your data to help you identify the plans that have too many goals.
Tip #2: Commit to the weekly check-ins
Setting good goals can be challenging, but without regular check-ins, your team will struggle to make progress. We recommend that you track your OKRs weekly to get the full benefits from the framework.
Being able to see trends for your key results will also keep yourself honest.
Tip #3: No more than 2 yellow statuses in a row
Yes, this is another tip for goal-tracking instead of goal-setting (but you'll get plenty of OKR examples below). But, once you have your goals defined, it will be your ability to keep the right sense of urgency that will make the difference.
As a rule of thumb, it's best to avoid having more than 2 yellow/at risk statuses in a row.
Make a call on the 3rd update. You should be either back on track, or off track. This sounds harsh but it's the best way to signal risks early enough to fix things.
Building your own Technical Support Team OKRs with AI
While we have some examples below, it's likely that you'll have specific scenarios that aren't covered here. There are 2 options available to you.
- Use our free OKRs generator
- Use Tability, a complete platform to set and track OKRs and initiatives
- including a GPT-4 powered goal generator
Best way to track your Technical Support Team OKRs
Quarterly OKRs should have weekly updates to get all the benefits from the framework. Reviewing progress periodically has several advantages:
- It brings the goals back to the top of the mind
- It will highlight poorly set OKRs
- It will surface execution risks
- It improves transparency and accountability
Spreadsheets are enough to get started. Then, once you need to scale you can use a proper OKR platform to make things easier.
If you're not yet set on a tool, you can check out the 5 best OKR tracking templates guide to find the best way to monitor progress during the quarter.
Technical Support Team OKRs templates
We've covered most of the things that you need to know about setting good OKRs and tracking them effectively. It's now time to give you a series of templates that you can use for inspiration!
We've added many examples of Technical Support Team Objectives and Key Results, but we did not stop there. Understanding the difference between OKRs and projects is important, so we also added examples of strategic initiatives that relate to the OKRs.
Hope you'll find this helpful!
OKRs to enhance Webhooks Experience and Address Technical Debt
- Enhance Webhooks Experience and Address Technical Debt
- Increase webhook delivery success rate by 10% through optimized error handling
- Enhance webhook monitoring and alerting system to promptly identify and investigate delivery failures
- Improve error response messaging to provide clear instructions for troubleshooting and resolving issues
- Analyze webhook error logs to identify common errors and create specific error handling strategies
- Implement automated retry mechanism to resend failed webhook deliveries in case of temporary errors
- Reduce webhook response time by 20% by streamlining and optimizing the underlying technology
- Reduce technical debt by resolving 50% of identified issues through prioritized backlog refinements
- Implement automated testing for webhooks to ensure compatibility and reduce regression issues
- Integrate the automated testing framework with the existing webhook infrastructure
- Continuously monitor and analyze test results to identify and address any compatibility issues
- Research and select a suitable automated testing framework for webhooks
- Develop a comprehensive test suite for webhooks to cover all possible scenarios
OKRs to decrease the Mean Time to Resolution (MTTR) for all incidents
- Decrease the Mean Time to Resolution (MTTR) for all incidents
- Improve technical skills, aiming for 15% faster handling of subsequent incidents
- Practice problem-solving using tech simulations
- Enroll in technical skill-enhancing workshops/courses
- Read, study and apply latest tech manuals/guides
- Cut the average initial response time by 20%
- Automate initial responses with a well-structured bot
- Provide quick response training to customer service teams
- Implement 24/7 customer support service
- Implement a system that ensures 90% of incidents are first-time fixes
- Develop a robust incident reporting protocol
- Train team on comprehensive problem-solving techniques
- Incorporate quality assurance check within the process
OKRs to improve Stability of E-commerce Platform
- Improve Stability of E-commerce Platform
- Achieve a 95% uptime rate for payment processing services by collaborating with reliable payment service providers
- Decrease platform downtime by 20% through infrastructure upgrades and proactive monitoring
- Upgrade critical infrastructure components to ensure better performance and increased reliability
- Establish regular maintenance and testing schedules to minimize unexpected downtime occurrences
- Implement improved monitoring systems to detect potential issues and address them proactively
- Conduct infrastructure analysis to identify areas requiring upgrades for minimizing downtime
- Increase average page load speed by 15% through performance optimization techniques
- Optimize and compress images to reduce their file sizes
- Enable cache settings to store static content and speed up page loading
- Reduce server response time by optimizing database queries and code efficiency
- Minimize the number of HTTP requests by combining CSS and JavaScript files
- Reduce customer support tickets related to technical issues by 25% through bug fixes and system improvements
- Conduct thorough analysis of customer support tickets to identify common technical issues
- Collaborate with development team to prioritize and address identified bugs for resolution
- Implement regular system maintenance and updates to prevent potential technical issues
- Enhance user interface and provide clear instructions for self-help troubleshooting on customer portal
OKRs to enhance the quality and comprehensibility of technical documentation
- Enhance the quality and comprehensibility of technical documentation
- Improve user-satisfaction score regarding documentation clarity by 25%
- Revise and simplify technical language in existing documentation
- Collect user feedback regularly to pinpoint confusion
- Input visual aids to enhance document comprehensibility
- Increase documentation completeness by 30%
- Conduct comprehensive review of existing documents for gaps
- Allocate resources for completing incomplete documents
- Establish system to maintain document updates
- Conduct bi-weekly documentation review and update to ensure current and error-free information
- Evaluate and rectify any errors in the documentation
- Update outdated sections of the document
- Set a bi-weekly schedule for documentation reviews
- Reduce customer support queries about product functionality by 20%
- Conduct regular user experience testing for feedback
- Launch an online FAQ page on product functionality
- Improve product user manual for clarity and comprehensiveness
OKRs to successfully transition all on-demand courses to the new LMS platform
- Successfully transition all on-demand courses to the new LMS platform
- Ensure that all on-demand courses are fully functional and accessible on the new LMS
- Review all on-demand courses and identify any functionality or accessibility issues on the new LMS
- Conduct accessibility testing to ensure all on-demand courses are accessible to all users
- Provide necessary training and support to instructors to ensure smooth transition on the new LMS
- Update and fix any identified issues to ensure all on-demand courses are fully functional
- Train and support instructors and course administrators to effectively use the new LMS
- Provide comprehensive training sessions on how to navigate and utilize the new LMS
- Offer ongoing technical support and troubleshooting assistance for instructors and course administrators
- Facilitate regular feedback sessions to gather insights and address any challenges faced by users
- Develop user-friendly documentation and guides to help instructors and course administrators optimize the LMS
- Achieve a satisfaction rate of at least 90% from users with the new LMS experience
- Conduct user feedback surveys to gather insights on satisfaction with the new LMS experience
- Analyze user feedback and identify key pain points to address for improvement
- Regularly monitor and track satisfaction rates to ensure continuous improvement of the LMS experience
- Implement necessary updates and enhancements based on user feedback to enhance satisfaction
- Migrate and validate content from existing courses onto the new LMS
OKRs to boost Odoo CRM utilization and proficiency company-wide
- Boost Odoo CRM utilization and proficiency company-wide
- Decrease data input errors in Odoo CRM by 40%
- Regularly audit data entries for errors and inaccuracies
- Integrate automated data validation tools in Odoo CRM
- Implement comprehensive data input training for all CRM users
- Accomplish 80% attendance in Odoo CRM training sessions
- Schedule training times that are suitable for majority of employees
- Implement company-wide incentives for attending the training
- Send regular reminders about upcoming Odoo CRM sessions
- Increase Odoo CRM user login frequency by 30%
- Implement incentive program for frequent login users
- Improve user interface for enhanced accessibility
- Implement regular user training sessions
OKRs to ensure successful implementation and utilization of the ticket system
- Ensure successful implementation and utilization of the ticket system
- Complete ticket system setup and integration by 25% of the quarter
- Identify necessary software and hardware for ticket system setup
- Initiate system integration procedures
- Monitor and evaluate progress towards completion
- Train 75% of staff members on the use and benefits of the ticket system
- Develop comprehensive, easy-to-understand training materials
- Identify staff members not familiar with the ticket system
- Schedule and conduct training sessions regularly
- Achieve at least 60% user adoption rate of the ticket system within the quarter
- Train all employees on the benefits and use of the ticket system
- Implement incentives for consistent ticket system usage
- Regularly monitor and report on user adoption rates
More Technical Support Team OKR templates
We have more templates to help you draft your team goals and OKRs.
OKRs to develop a new in-product referrals program OKRs to increase code quality OKRs to improve writing skills OKRs to enhance finance department's risk management initiatives OKRs to implement a federated quality model successfully OKRs to efficiently meet annual audit plan commitments
OKRs resources
Here are a list of resources to help you adopt the Objectives and Key Results framework.
- To learn: Complete 2024 OKR cheat sheet
- Blog posts: ODT Blog
- Success metrics: KPIs examples