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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. Increasing efficiency - helping to streamline processes, communication, and customer support.
  2. Improving visibility into customer needs and trends.
  3. Streamlining customer onboarding.
  4. Simplifying customer self-service options.
  5. Enhancing collaboration across departments.
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Objectives & Key Results

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

  1. Work with the customer team to understand current customer service workflows and processes, and identify opportunities to increase efficiency and reduce manual effort.
  2. Identify gaps in existing visibility between customer support teams and customer knowledge that could be addressed through data-driven collaboration.
  3. Build strategies for managing customer data to increase visibility, identify trends, and predict future customer needs.
  4. Provide guidance on best practices for using the B2B SaaS product to optimize customer support performance.
  5. Define and measure objectives and KPIs to track customer success improvements.
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Tactical Considerations

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

  1. An efficient customer support system that can drive engagement & satisfaction.
  2. A system for tracking customer feedback & complaints.
  3. Tools to help manage customer relationships.
  4. Enhanced visibility into customer conversations & analytics.
  5. Improved process for managing customer service inquiries.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the business industry, customer goals, and unique challenges that they face to understand what matters most to them.
  2. Start the conversation by learning more about their current processes, any pain points or areas they are looking for help.
  3. Share a success story or customer testimonial that is similar to their business to demonstrate the results they can expect.

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