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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.

Right arrow iconPriorities & Pain Points
Right arrow iconObjective & Key Results
Right arrow iconTactical Considerations
Right arrow iconBuilding Rapport
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Pain Points & Priorities

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

  1. Handling high volumes of customer inquiries and tickets efficiently and effectively.
  2. Ensuring consistent and high-quality customer support across all channels.
  3. Tracking and analyzing customer support metrics to improve service levels.
  4. Implementing self-service options to reduce the workload on the support team.
  5. Integrating customer support tools and platforms to streamline workflows and enhance visibility.
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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 that the customer is facing in their Customer Support processes and workflows.
  2. Identify the key areas where the customer is looking to improve productivity and collaboration within their support team.
  3. Discuss the current tools and systems the customer is using for customer support and identify any gaps or inefficiencies.
  4. Determine the customer's goals and objectives for implementing a new solution and how they measure success in improving productivity and visibility.
  5. Establish a timeline for the implementation of the new solution and outline key milestones and deliverables.
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Tactical Considerations

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

  1. Managing a high volume of student inquiries and requests, leading to potential bottlenecks in the support process.
  2. Ensuring consistent and timely communication across support agents, as well as tracking the status of ongoing issues to provide accurate updates to students.
  3. Coordinating and collaborating with various departments within the institution to address complex support issues that require cross-functional input.
  4. Measuring and reporting on key support metrics such as response times, resolution rates, and customer satisfaction to identify areas for improvement and maintain service quality.
  5. Implementing scalable solutions to streamline support operations, minimize manual processes, and enhance overall efficiency in handling student requests.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Understand their current pain points and challenges: Before the call, research their industry, specifically the challenges faced by customer support departments in colleges and universities. Having a good understanding of their pain points will show them that you are proactive and insightful.
  2. Ask open-ended questions to show interest: During the call, ask open-ended questions to allow them to share their experiences and challenges. This will demonstrate your genuine interest in understanding their unique situation and will help you tailor your solutions to their specific needs.
  3. Share success stories from similar clients: Provide examples of how your solutions have helped other customer support departments in similar organizations. This will reassure them that you understand their industry and have the expertise to help them achieve their goals.

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