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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. Streamlining customer onboarding processes to ensure a smooth transition from product trial or purchase to full usage.
  2. Improving customer service process efficiency to reduce manual labor and improve customer satisfaction.
  3. Creating an intuitive and integrated platform that supports current and future needs.
  4. Enabling digital self-service capabilities to prioritize customer needs and reduce wait-times.
  5. Integrating or automating available data sources such as customer feedback, field service, and sales data.
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Objectives & Key Results

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

  1. Identify and document the customer’s goals, objectives, and requirements related to the use of the Saas.
  2. Review the existing process, workflow, and tools currently being used by the customer, and discuss any potential areas for improvement.
  3. Proactively suggest and recommend tools, products, and processes to increase customer collaboration, productivity, and visibility.
  4. Assess customers’ predicted usage in order to set realistic and attainable goals, objectives, and KPIs.
  5. Track and review customer progress on achieving KPIs, and offer additional support and advice where possible.
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Tactical Considerations

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

  1. Strategically, the customer needs to improve their customer satisfaction and retention.
  2. Tactically, the customer needs to reduce turn-around times on customer queries and requests.
  3. Strategically, the customer needs to increase the marketing share of their consumer car rental services.
  4. Tactically, the customer needs to streamline the operations and processes in their car and truck rental business.
  5. Strategically, the customer needs to drive more revenue by enhancing their understanding of customer needs and how to better serve them.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the company and industry to better understand the customer's needs.
  2. Ask questions during our call to better understand how the customer uses our product in their daily operations.
  3. Make small talk by asking how the customer is doing and how their company is currently navigating the pandemic.

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