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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. Improving visibility into customer activity and insights. 
  2. Streamlining communication between marketing and customer service teams. 
  3. Ensuring customer data is secure and privacy protocols are followed. 
  4. Utilizing automation to make marketing processes more efficient. 
  5. Increasing responsiveness to customer inquiries and feedback. 
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Objectives & Key Results

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

  1. Identify ways to increase productivity that are tailored to the customer's needs and goals.
  2. Evaluate the customer's existing collaboration tools to identify how to improve their effectiveness.
  3. Get feedback from the customer on existing visibility strategies and identify new opportunities for improvement.
  4. Develop strategies to effectively communicate the progress and results of customer initiatives and success.
  5. Determine the customer's level of satisfaction and how customer success initiatives can be best implemented.
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Tactical Considerations

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

  1. Investing in digital marketing strategies to reach their target demographics faster.
  2. Increasing customer engagement and feedback by leveraging tools and technologies such as customer relationship management (CRM), analytics, and reporting solutions.
  3. Managing customer data privacy, security, and providing the best customer service possible.
  4. Ensuring product accuracy by keeping up to date with the latest regulations and industry standards.
  5. Cost optimization by leveraging automation, analytics, and analytics-driven decision-making.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Begin by asking open-ended questions to get to know them better both on a professional and personal level, such as how long they have been in their current role, what their job entails and what motivated them to sign up as a customer.
  2. Explore any past positive experiences they have with similar products or services and how you can help them obtain a better outcome.
  3. Listen actively and ask follow-up questions to ensure that your conversation is focused and encourages them to share their needs and goals.

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