A presentation on the importance of goal setting for Support Teams, including relevant goal examples.

1. The BetterWorks OKR Examples
SUPPORT

2. 2BetterWorks | hello@betterworks.com
In today’s fast-paced workplace, having an accurate measure of
progress towards your goals is critical for knowing what you’ve done,
how you’re doing and what you have to do next. Measurable OKRs not
only keep teams aligned and individuals accountable, but also lead to
higher performance within the company.
Think of this through the lens of fitness wearables: Fitbit users take
43% more steps than non-Fitbit users. Why? Turns out that just making
goal data and progress available to an individual and their peers is
motivational for doing more.
Different jobs call for vastly different types of goals, so we’ve created
specific OKR examples for major roles within Support. At BetterWorks,
we believe setting good OKRs is easy if you start with the five Goal
Science™ pillars: connected, supported, adaptable, progress-based and
aspirational. As you’ll see, the OKR examples we provide follow these
pillars to ensure that your team’s goals are on the path to success.
To make these examples even more valuable, we’ve divided them
into two categories: objectives and key results. The examples are
not intended to be complete packages of objectives and key results.
Instead, you can choose which cross section of examples is best for
you, or simply use our examples as a guide as you begin setting OKRs.
Chairman of Kleiner Perkins (and BetterWorks board member), John
Doerr, believes that there are three words that make or break goals:
“as measured by”. So a simple rubric for good OKRs is as follows:
I will ________ as measured by ____________.

3. 3BetterWorks | hello@betterworks.com
Create and enable an industry
leading support team
• Achieve SLA fulfillment greater than 95% by the end of Q1
• Reduce escalations by 15% by the end of Q1
• Increase NPS score from 30 to 40 by end of Q1
• Promote 2 customer support representatives to new
customer support manager positions by the end of Q1
Maintain support expertise and
ensure team has latest tools
• Implement Zendesk Embeddables within product’s
existing help center by end of Q1
• Apply for 5 and secure one speaking position at
UserConf by end of Q1
• Submit an article about ROI of strong customer
communities to HBR by end of Q1
• Initiate live chat pilot programs with LiveChat and
ClickDesk by end of February
Director of Support
ROLE
GOAL AS MEASURED BY
Ensure that CS is giving
our customers an
excellent experience
• Achieve a customer satisfaction score greater than 85% for all
escalated tickets
• Maintain a team customer satisfaction score of greater than 90%
• Get 10 customers champions of our support team by the end of Q1
Enable high-performance
and remove major blockers
• Review current resource allocation strategy with Director of Support
by January 31st
• Implement new resource allocation strategy by the end of February
• Reduce average ticket turnaround time by 30% by end of Q1
Customer Support Manager
ROLE
GOAL AS MEASURED BY

4. 4BetterWorks | hello@betterworks.com
Make our customers’
experience with support
enjoyable and helpful
Grow and acquire necessary
skills to advance through the
support team
• Respond to new tickets in less than 10 hours, on average
• Resolve initial questions in less than 24 hours, on average
• Maintain a personal customer satisfaction score greater than 90%
• Surface 2 pieces of constructive feedback for the team each week
• Find a mentor external to the company and meet with him/her 2
times by the end of Q1
• Hold weekly 1:1s with new support intern to improve managerial skills
Customer Support Representative
ROLE
GOAL AS MEASURED BY
Grow a vibrant customer
community
• Publish 7 training blog posts by the end of the quarter
• Increase forum participation by 50%
• Increase successful customer referral rate to 9%
• Develop strategy to engage company’s leading online evangelists
Community Manager
ROLE
GOAL AS MEASURED BY
Be the company expert on
the competitive landscape
• Attend 5 competitor webinars by the end of January
• Review top 3 competitors’ websites 3 times by the end of January
• Research and publish internal report on competitor premium
package by end of Q1
• Scout 5 candidates for support positions from top 3 competitors

5. 5BetterWorks | hello@betterworks.com
© 2016. BetterWorks. All rights reserved.
999 Main Street, Redwood City CA 94063 | 844.438.2388 | hello@betterworks.com
Goal Science®
Thinking
About BetterWorks
The BetterWorks platform is designed for today’s workforce by applying
five Goal Science pillars, based on proven goal setting practices and
organizational research.
BetterWorks provides enterprise software to easily manage collaborative
goals and lightweight performance conversations. Its platform is built on
Goal Science insights and operational research to help high-performing
companies align and engage their teams, execute more effectively and
ultimately become more successful.
For more information, visit www.betterworks.com.
Connected Supported Progress-based Adaptable Aspirational