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How to Set Achievable OKRs for Customer Support
By using a transparent OKR framework, companies can improve their service quality. With clearly set objectives, the team members are aware of their purpose and how their communication and services are important. In this blog, let’s look at how customer service OKRs help improve company ratings and, ultimately, build a loyal customer base.
Why is Customer Support Important?
Customer support is a crucial part of any business. Building a loyal customer base through good customer service, targeted marketing, and a general appeal to the audience can go a long way in growing a business successfully. Even if a fledgling business has a small budget allocation, it should set aside some funds for customer support teams since they are a high-priority team.
The objectives and key results (OKRs) framework helps the customer service team in numerous ways. This action-oriented execution framework helps with goal-setting by helping organisations define their goals and track progress. As a successful goal-setting methodology, the OKR framework drives alignment between employees and the company and produces a high-performing company.
A Customer Service OKRs Success Story
In Measure What Matters by John Doerr, there is an example of a startup called Zume Pizza in the chapter titled “Baking Better Every Day: The Zume Pizza Story.” This small business competed with industry giants like Pizza Hut and Domino’s. By using OKRs to handle customer relations and receive better customer feedback, the co-founders Julia Collins and Alex Garden have improved their business tremendously.
They tried to build sacred trust and increase customer happiness. Consequently, they prioritized customer satisfaction and customers’ right to affordable and tasty food. Zume’s OKR outline had the objective to ‘delight customers’ while the key results aimed at 3 things:
Key Result 1
Net Promoter Score of 42 or better.
Key Result 2
Order Rating of 4.6/5.0 or better.
Key Result 3
75% of customers prefer Zume to the competitor in a blind taste test.
Examples of Customer Service OKRs to Increase Positive Feedback
Since trust and customer support are directly tied to better customer feedback, companies must know how to formulate successful OKR frameworks. Customer support relies on
- Clear communication
- Empathetic responses
- Constant alignment with company vision
- Metric-driven measures.
Keeping this in mind, here are a few examples:
1. Objective
Improve Customer Satisfaction Rating
Key Result 1
Grow customer satisfaction scores from 30% to 70% before the upcoming quarterly analysis
Key Result 2
Increase response rate to all support tickets within 24 hours
Key Result 3
Hold phone interviews with 20 randomly selected customers to gather feedback and improve service quality.
2.Objective
Build a loyal customer base through personalised support
Key Result 1
Attain a 30% increase in customer retention rate
Key Result 2
Ensure experienced employees bring down the average resolution time for customer support queries by 10%
Key Result 3
Improve customer satisfaction rating by 40% through personalised support efforts from new employees
3. Objective
Enhance the quality of customer support
Key Result 1
Provide 24-7 customer support service
Key Result 2
Increase positive customer feedback from 3.7 to 4.3 on Playstore
Key Result 3
Ensure that follow-up inquiries reduce by 20%
4. Objective
Fasten the return process for customers’ ease and convenience.
Key Result 1
Get 5-star ratings on the mobile app by increasing the number of satisfied customer reviews.
Key Result 2
Optimise the return process by reducing the number of days it takes to pick up the product
Key Result 3
Provide exchange or refund within 1 week of return pickup
5. Objective
Improve customer engagement for increased accessibility to support teams
Key Result 1
Ensure that each customer service team member receives at least 3 positive reviews online
Key Result 2
Hold a weekly meeting for the customer success team to provide them with guidance and feedback
Key Result 3
Achieve world-class customer support recognition by creating a 24-7 accessible team
6. Objective
Increase Positive Customer Feedback by training the customer support team
Key Result 1
Implement 2 changes as per customer reviews online to make the consumers feel heard and seen.
Key Result 2
Implement a 3-hour training period for the customer support team per month and provide a script for phone calls
Key Result 3
Gain a 40% increase in the average resolution time for support staff with a minimum of 5 months of training
Customer success OKRs are backed by well-equipped employees. In order to implement a customer-based OKR, it is crucial to have an understanding of the main customer retention metrics along with the problem-solving metrics. Businesses with better customer service will have a long-term loyal clientele. Moreover, since customer retention is much cheaper than customer acquisition, companies must have a good customer support team to boost the company’s work culture and increase revenue.