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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. Adapting to new CRM software: The customer might be struggling to fully adopt and utilize the features of their new CRM software. They may need assistance in training their team and integrating the software into their existing processes.
  2. Data management and organization: Managing customer data effectively can be a challenge. The customer might need help with data cleansing, data entry, and setting up automated processes to ensure data integrity.
  3. Improving customer support efficiency: The customer might be looking to streamline their customer support processes to increase efficiency and responsiveness. They may need guidance on setting up ticketing systems or implementing chatbots.
  4. Reporting and analytics: The customer might struggle with generating meaningful reports and analyzing data from their CRM software. They may need support in creating custom reports, dashboards, and understanding key performance indicators.
  5. Integration with other tools: The customer might face difficulties in integrating their CRM software with other tools or systems they use, such as marketing automation platforms or help desk software. They may require assistance in ensuring seamless data flow between the different systems.
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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 or challenges they are facing in regards to productivity, collaboration, and visibility within their organization.
  2. Identify their current processes and tools in place for customer support and determine areas that can be optimized or automated to increase efficiency.
  3. Assess the level of adoption and engagement with the current software solution within the customer support team and identify any barriers to adoption.
  4. Discuss specific KPIs that the customer support team is tracking and determine how the new software solution can help improve these metrics, such as response time, resolution time, customer satisfaction scores, etc.
  5. Establish clear expectations and goals for the implementation and utilization of the software solution within the customer support department, including timelines for onboarding, training, and go-live.
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Tactical Considerations

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

  1. Your customer support team may be dealing with a high volume of inquiries from customers regarding technical issues, feature requests, or general questions about the CRM software.
  2. There may be challenges in maintaining consistent communication and knowledge sharing among the customer support team members, leading to potential inefficiencies and gaps in information.
  3. Ensuring that the customer support team has access to the latest updates, training materials, and product information to stay informed about any changes or enhancements to the CRM software.
  4. Tracking and analyzing key metrics such as response times, resolution rates, customer satisfaction scores, and ticket volume to continuously improve the quality of support provided to customers.
  5. Managing escalations and prioritizing urgent issues within the customer support workflow to address critical customer concerns promptly and maintain customer satisfaction.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the customer's existing CRM software and understand how they are currently using it. This will show that you have taken the time to understand their business and will allow you to provide more tailored recommendations.
  2. Ask open-ended questions to get a sense of their current pain points and goals. This will help you better understand their needs and how your product can help address them.
  3. Share relevant success stories or case studies of similar customers who have achieved positive results using your product. This can help build credibility and show the customer that you understand their industry.

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