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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 cross-team collaboration among internal or external stakeholders.
  2. Enhancing customer experience by deploying intuitive customer support tools.
  3. Optimizing operational efficiency for faster time-to-market.
  4. Providing visibility into product development initiatives.
  5. Monitoring customer trends to identify potential market opportunities.
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Objectives & Key Results

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

  1. Understand the current processes and areas of improvement within the organization - setting objectives and key results to increase productivity and visibility within the organization.
  2. Identifying specific pain points and areas of hesitancy within the process, as well as gathering feedback and opinions from all departments and levels of the organization.
  3. Improving information sharing within the organization and facilitating better communication and collaboration between departments.
  4. Assessing the customer's familiarity and understanding of the telecom industry and our services to ensure they are able to use our platform efficiently and to its full potential.
  5. Defining clear goals and objectives for the customer to address any issues or concerns and measure success based on tangible results.
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Tactical Considerations

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

  1. Maintaining and optimizing the customer’s existing processes and technology to increase productivity.
  2. Developing and implementing strategies to reduce customer churn and increase customer lifetime value.
  3. Establishing a collaborative culture among internal teams and departments.
  4. Identifying potential automation and customization opportunities to improve the user experience.
  5. Implementing data-driven strategies to maximize visibility, operational efficiency, and customer value.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the customer's industry, organization, and goals to have a better understanding of their expectations and challenges.
  2. Be flexible when it comes to scheduling and demonstrate a willingness to accommodate the customer's needs.
  3. Listen attentively and build off of what the customer shares about their experiences, both good and bad.

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