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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. Empowering their current teams with more mobility and better automation tools that can reduce errors and improve efficiency.
  2. Develop an easy-to-use interface that allows them to quickly access data while streamlining redundant processes.
  3. Enhance their ability to communicate and collaborate effectively using a modern collaboration platform.
  4. Enhance their organizational visibility with automated reporting mechanisms, dashboards for user analytics, and trend recognition.
  5. Improve the customer journey through mapping, data-driven insights, and customer engagement optimization.
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Objectives & Key Results

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

  1. Introduce myself and explain the purpose of the call and the role and objectives of my position
  2. Understand the customer’s current strategies for achieving productivity, collaboration, and visibility
  3. Identify customer needs and pain points
  4. Highlight ways my team and I can help the customer address their issues and reach their goals
  5. Collaborate with the customer to define objectives and key results
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Tactical Considerations

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

  1. Staying on top of customer demands while meeting their budget constraints.
  2. Improving customer onboarding, communication and technical support processes.
  3. Creating a system to track progress and measure results.
  4. Finding the right balance between automation and manual labour.
  5. Managing a complex system of products, services and integrations.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Do your research on the customer's organization and their unique needs, challenges and goals. Demonstrate an understanding of their business needs through your approach.
  2. Show the customer that you value their time. Plan to be prepared for the call and cut to the chase when referencing topics.
  3. Be friendly, flexible and patient, set an open and supportive tone for the rest of the discussion. Let the customer know that you’re there to listen and help.

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