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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. Increasing efficiency and speed of service delivery. Customers are demanding faster response times, so it is important to find ways that technology can help the Customer Support team streamline their operations.
  2. Addressing customer pain points. It is important to understand what customer complaints, issues, or problems exist so that the team can take proactive measures to address them.
  3. Improving customer experience. Utilize feedback, technology, and engagement strategies to ensure customers are satisfied with their interactions with the support team.
  4. Providing actionable insights. Leverage insights gained from customer interactions to better understand their needs and improve service offerings.
  5. Updating and maintaining customer profiles. Gather an accurate understanding of customer details and automatically update records to ensure contact information and preferences are up to date.
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Objectives & Key Results

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

  1. Identify how the customer currently measures success and customer satisfaction and map out key performance indicators.
  2. Gather data on how the customer currently enters and records customer information and data, and what processes are used.
  3. Determine the customer's long-term goals and objectives related to using the product.
  4. Identify any gaps in users’ current ability to collaborate and visibility within the organization.
  5. Outline any applications or features that have been used by the customer or that they’ve requested in the past but were unable to utilize fully.
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Tactical Considerations

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

  1. Managing customer service inquiries in an effective and timely manner.
  2. Workflow automation and streamlining for improved efficiency.
  3. Data-driven decision making for deeper customer insight.
  4. More effective collaboration within and across departments.
  5. Optimizing departmental processes to ensure customer satisfaction.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Take some time to research their company, industry and competition to understand context for the call.
  2. Show that you have an understanding of their current challenges or struggles within their business.
  3. Spend more time listening than talking, to gain a better understanding their needs and how your product can help meet those needs.

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