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First Call Custom Brief

Here are some prompts to help you better understand your customer before jumping on that first call.

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Pain Points & Priorities

Based on your inputs, these are pain points your customer may be experiencing:

  1. Understanding the escalation process for customer complaints and how to improve response times.
  2. Managing high volume of incoming support tickets efficiently while ensuring quality responses.
  3. Identifying trends in customer inquiries to proactively address common issues and reduce overall ticket volume.
  4. Measuring and improving customer satisfaction metrics to ensure a positive support experience.
  5. Collaborating with other departments to provide insights on customer feedback and drive product improvements.
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Objectives & Key Results

Use these OKRs (objectives and key results) to help your customer find success:

  1. Understand the current pain points and challenges the customer is facing in their Customer Support department.
  2. Identify areas where the customer's team could benefit from increased productivity through streamlined processes or automation.
  3. Discuss strategies to improve collaboration among Customer Support team members and other departments within the organization.
  4. Explore how increasing visibility into key metrics and data within the Customer Support department could lead to better decision-making and performance improvements.
  5. Work on creating a plan for measuring the success of the initiatives and improvements that will be implemented based on our discussion.
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Tactical Considerations

Consider these tactics and strategic initiatives your customer may be planning:

  1. Managing a high volume of customer inquiries and support tickets efficiently and effectively.
  2. Ensuring consistent and timely communication with customers to provide updates and resolutions.
  3. Tracking key performance metrics related to customer support, such as response times, resolution rates, and customer satisfaction scores.
  4. Coordinating with other departments within the organization to escalate and resolve complex customer issues.
  5. Implementing process improvements and training programs to enhance the overall customer support experience.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the customer's company and industry to understand their pain points and challenges in the healthcare services sector.
  2. Ask open-ended questions to gather insights on their current workflows, pain points, and opportunities for improvement.
  3. Share success stories or case studies of similar companies in the healthcare industry to showcase how your product has helped others.

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