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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. Supporting a user base composed of all ages and experience levels.
  2. Facilitating more efficient collaboration and communication between teams, institutions, and partners.
  3. Integrating multiple systems and platforms into a cohesive, functional whole.
  4. Providing easier access to key documents and files.
  5. Modernizing outdated systems and processes to improve scalability.
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Objectives & Key Results

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

  1. Identify the customer’s current areas of pain point and unmet needs
  2. Gather insights on ways to improve the customer experience within the organization
  3. Analyze customer’s current utilization to identify areas of improvement
  4. Create measurable objectives and key results for efficiency improvements
  5. Provide personalized guidance and resources to support customer success
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Tactical Considerations

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

  1. Decrease cost and increase efficiency during operation.
  2. Implement a secure system for sensitive data.
  3. Investigate new services and technologies that will create a modern user engagement experience.
  4. Develop learning pathways and training to help students, teachers, and staff to efficiently use the systems.
  5. Find ways to streamline communication processes within the customer organization for faster decision making.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Begin by thanking the contact for taking the time to schedule the call and get to know more about their needs. Acknowledge that the customer has chosen your company and product as a partner in their success.
  2. Be an active listener. Ask questions that show you understand the customer's current situation and objectives with the product. Showing an interest in their goals allows them to open up and share more.
  3. Be clear and concise about actions that your product can take for them to help them reach their goal faster. Demonstrate your product expertise and its capability to make their working lives easier.

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