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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. As a Manager in the Customer Support department at a B2C Healthcare Services company, your team likely faces challenges with managing high volumes of customer inquiries and ensuring timely resolutions.
  2. You may be dealing with the pressure to maintain high levels of customer satisfaction while also balancing the need for efficient case handling and response times.
  3. Tracking and reporting on key performance indicators (KPIs) such as customer resolution times, customer feedback scores, and response times might be a priority for you to monitor and improve.
  4. In a fast-paced industry like healthcare services, where patient satisfaction and trust are critical, maintaining a high level of service quality and consistency can be a challenge for your team.
  5. Collaboration and knowledge sharing among your team members to ensure consistent support and efficient problem-solving for customers could be an area where you are looking to improve processes.
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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 they face in providing customer support within their organization.
  2. Identify areas where the current workflow or processes may be hindering productivity or collaboration within the support team.
  3. Discuss the tools and technology they are currently using for managing customer support and identify any gaps or areas for improvement.
  4. Explore opportunities for increasing visibility into customer interactions and feedback to better inform decision-making within the support team.
  5. Set goals and define key performance indicators (KPIs) to measure the success of implementing new strategies or tools to improve support processes.
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Tactical Considerations

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

  1. Increased ticket volume and support queries due to growing customer base and increasing complexity of issues
  2. Inefficient communication and collaboration within the customer support team resulting in longer resolution times
  3. Lack of visibility into customer interactions and history leading to repetitive queries and disjointed customer experiences
  4. Difficulty in prioritizing and assigning tasks among support team members, impacting response times and customer satisfaction
  5. Challenges in tracking and analyzing key performance metrics to evaluate the efficiency and effectiveness of the customer support operations
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Start by doing some research on the company and their industry to understand their challenges and pain points.
  2. Show genuine interest in their business and ask open-ended questions to better understand their goals and objectives.
  3. Share success stories of how your company has helped similar customers in the past to build credibility and trust.

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