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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. Provide efficient onboarding processes to ensure user adoption
  2. Increase colleague access to information and resources
  3. Streamline internal communication processes
  4. Implement better collaboration tools and procedures
  5. Identify and address critical performance gaps quickly
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Objectives & Key Results

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

  1. Gain a comprehensive understanding of the customer's current product workflow, process, and goals.
  2. Establish KPIs for collaboration, productivity, and visibility.
  3. Identify areas of improvement in current product processes.
  4. Develop customized solutions to help them meet their objectives.
  5. Set schedules to meet for further progress updates.
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Tactical Considerations

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

  1. Reducing manual processes to streamline, automate, and improve customer journey.
  2. Organizing customer data across multiple systems and product lines.
  3. Increasing visibility and scalability to accommodate rapid growth.
  4. Raising customer support quality to establish and maintain excellent customer relationships.
  5. Structuring security support to protect customer data and intellectual property.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Do your research to understand their specific goals and challenges. Additionally, research the customer's company, industry, and product offerings. Being informed on the customer's context will be helpful to focus the call.
  2. Think of creative opportunities to start the call off with conversation topics and loosen the tension in the call. This could be sharing a recent experience or discussing an article that is relevant to their industry.
  3. Ask open-ended questions to understand the customer's experiences, needs, and expectations. Show genuine interest and active listening to build trust.

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