Technical Support OKR Examples

Develop a solution to decrease german support requests

The goal of this objective is to increase the satisfaction of our german customers

• Present 3 solutions on how to self-help our german customers
• Present 1 final solution to the marketing team and get a timeline for deployment
• Setup a weekly email reporting and send 3 weekly reports

Onboard and finish the integration of our leading customers

The goal of this objective is to finish the integration with our leading customers

• Run 3 onboarding workshops per customer
• Finish integration till the end of Q2
• Create 1 report with 10 metrics on the daily usage of our software

Update our customer-facing FAQs

The goal of this objective is to make sure every customer finds an answer without contacting our support

• Create a report on the most frequest questions on the latest 10k support requests
• Develop 100 new articles with answers to the support requests
• Deploy 100 new articles and create a monthly report for the CTO

Improve the process for incoming leads from the API

• Reduce # of tickets in backlog queue
• Remove all non-qualified leads
• Transfer qualified leads to CRM

Develop application support infrastructure

• Build out front/end backend infrastructure to capture top 5 metrics
• Build out application logging/testing platform (Sentry)
• Launch customer support/ratings mechanism in Crisp.chat