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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. Documentation for customer onboarding and training. Accurate, up-to-date, and detailed information will help customers understand your product faster and give them confidence in the product.
  2. Campaign optimization for existing customers. Developing a plan to ensure everyone is getting the most out of your product is key in increasing customer success.
  3. Analytics to measure usage, trends, or customer retention. Keeping track of how customers are using your product can help you identify potential opportunities and challenges.
  4. Platform integration and compatibility. Making sure the product works with existing systems and services can save customers time and provide an overall better experience.
  5. Improving customer service and support. Understanding customer concerns and responding in a timely and helpful manner is essential to building customer trust and loyalty.
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Objectives & Key Results

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

  1. Understand their objectives in relation to their company goals and timeline.
  2. Investigate the customer's knowledge of the product, potential challenges and/or technical concerns they have.
  3. Stimulate discussion about current pain points and possible solutions.
  4. Determine desired outcomes and clarify the customer's expectations on how our product can help achieve those outcomes.
  5. Discuss the team's access to and utilization of internal resources required to implement the product effectively.
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Tactical Considerations

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

  1. Maximizing customer satisfaction through effective onboarding.
  2. Identifying and addressing key areas of customer workflows that can be improved through technology implementation.
  3. Advising customer on best practice procedures for managing customer data and creating data-based decision-making criteria.
  4. Developing solutions for improved communication and collaboration between customer departments.
  5. Assisting customer with developing strategies for successful product deployments.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the customer's industry, business, and associated products or services to better understand their business objectives and the challenges they may face.
  2. Gather information about the customer's company, including their recent news, awards, accolades, and industry trends.
  3. Review the customer's team members and familiarize yourself with their roles and responsibilities, as well as their recent successes and interactions with customers.

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