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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. The customer may find it difficult to keep track of data across multiple systems and software applications, so consolidating their data into a centralized, secure location should be a top priority.
  2. Additionally, they may need help in creating visibility and secure access across departments within the company.
  3. Helping them understand the benefit of integrating automation into regular processes can also help save time and resources.
  4. Streamlining their communication channels across departments and stakeholders can also help leverage collaboration.
  5. Implementing scalability into their existing processes could help them better handle fluctuations in customer demand.
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Objectives & Key Results

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

  1. Understand what challenges (pain-points) the customer currently faces in terms of productivity, collaboration, and visibility. Develop a strategy to overcome these.
  2. Create onboarding goals for the customer, such as identifying key stakeholders or developing a set timeline to complete the onboarding.
  3. Set clear objectives and key results that align with the customer’s success. This could include overall ROI, increase in system usage, or feedback from users.
  4. Identify and track key metrics such as adoption rate, product feature usage, and customer support efficiency.
  5. Set up regular customer success meetings and leveraging customer success technology such as customer success software.
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Tactical Considerations

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

  1. Customizing the product's features to meet the unique needs of their company and industry
  2. Ensuring all users are able to access the software in a secure way
  3. Developing ways to maximize existing users' potential and attract new users
  4. Increasing visibility of the software's capabilities within the organization
  5. Constantly making improvements to the product to ensure it remains competitive with solutions in the industry
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Show an interest in their businesses' mission and values. Ask questions to understand the company's current goals and challenges.
  2. Share information about yourself, your company, your team, and how you can help the customer achieve success.
  3. Be personable. Smile and be open to the conversation.

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