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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. They may face challenges in managing the high volume of incoming calls efficiently and effectively.
  2. Visibility into call center metrics and performance may be lacking, making it difficult to identify areas for improvement.
  3. Collaboration among team members may be a pain point, leading to miscommunication and inefficiencies in customer interactions.
  4. They could struggle with integrating their call center technology with other systems or tools, hindering data flow and productivity.
  5. Adapting to changing customer needs and expectations in the dynamic Hospitality industry could be a priority for them.
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Objectives & Key Results

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

  1. Establish a clear understanding of the current pain points and challenges that the customer is facing in their department. This will help identify areas where your solutions can make the most impact.
  2. Discuss the specific goals and objectives that the customer is looking to achieve in terms of productivity, collaboration, and visibility. This will provide a roadmap for how you can help them reach their desired outcomes.
  3. Gain insights into the current tools and systems that the customer is using to manage their operations. This will help assess how your solutions can integrate or replace existing systems to streamline processes and improve efficiency.
  4. Identify key stakeholders within the organization who will be involved in the implementation and adoption of your solutions. This will help ensure buy-in and alignment across the team for successful deployment.
  5. Discuss potential metrics and KPIs that can be used to measure the success of the implementation. This will enable you to track progress, identify areas for improvement, and demonstrate the value of your solutions to the customer.
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Tactical Considerations

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

  1. Handling high call volumes efficiently and effectively
  2. Ensuring seamless collaboration between different departments
  3. Tracking and analyzing key KPIs related to call handling and business performance
  4. Providing timely support and resolutions to customer inquiries or issues
  5. Optimizing workflows and processes to improve overall efficiency and customer satisfaction
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the company's challenges and pain points in the hospitality industry to understand how your product can specifically address their needs.
  2. Prepare success stories and case studies of how your product has benefited similar companies in the hospitality sector to demonstrate credibility and build trust.
  3. Personalize your approach by showing genuine interest in their goals, asking open-ended questions about their current processes, and actively listening to their responses.

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