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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. Ensure that customer pain points and concerns are dealt with to the best of the company's ability as quickly and effectively as possible.
  2. Provide reliable customer service and support, through both reactive and proactive measures, to ensure customer's issues are handled with the highest priority.
  3. Proactively build relationships with customers through trust and effective communication.
  4. Continuously search for and implement innovative solutions and strategies to maximize customer success.
  5. Implement contextual customer data to better understand user behavior patterns, and identify opportunities to improve customer experience.
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Objectives & Key Results

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

  1. Discussing the customer's current workflow and required automation to increase efficiency and ensure data accuracy.
  2. Establishing measurable key results to evaluate user outcomes.
  3. Identifying any existing pain points and coming up with a plan to remedy them quickly.
  4. Exploring the customer's goals to determine how our product can help them reach them.
  5. Developing an onboarding plan to ensure users are trained and comfortable with the product.
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Tactical Considerations

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

  1. Understanding their customer base, and ensuring they are meeting the needs of customers.
  2. Identifying and resolving customer issues quickly and efficiently.
  3. Creating meaningful and productive relationships with their customers.
  4. Ensuring product usage and adoption across departments within their organization.
  5. Leveraging available data tools to measure customer success and ROI.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Do your research on the customer and their industry. Learn about their challenges, current environment, and past successes.
  2. Tailor the conversation – ask open-ended questions that allow you to get an understanding of their true needs.
  3. Be friendly and approachable – give them the chance to open up and share their challenges and successes in their own words.

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