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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. Increase collaboration within and between teams, departments and customers.
  2. Improve visibility and control for users and team admins.
  3. Streamline processes and approval workflows.
  4. Provide better analytics and reporting on team performance.
  5. Obtain better support in resolving complex issues.
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Objectives & Key Results

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

  1. Understand the customer’s current workflow and pain points in order identify opportunities for improvement.
  2. Gather information regarding the customer's current success goals and collaborate to create a plan for achieving those goals.
  3. Identify the customer’s idea of success and potential challenges that may arise.
  4. Develop a plan to ensure customer retention and maximize satisfaction.
  5. Determine the customer's technical proficiency level with the product and provide appropriate training support.
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Tactical Considerations

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

  1. Tactically, they need to ensure adoption of their software platform within their organization, continuously monitor user activities, and identify potential blockers to usage and maximize usage.
  2. Strategically, they need to measure the impact of their software on the organization’s KPIs, identify opportunities to improve the user experience and optimize the product roadmap to ensure alignment with future goals.
  3. Tactically, they need to understand the current usage of their product within their customer’s organization, track user engagement with the product, and identify issues that may be hindering customer satisfaction.
  4. Strategically, they need to anticipate trends in the industry, stay up-to-date with relevant market developments, and adjust their programs and services to meet customer needs.
  5. Tactically, they need to work with key stakeholders to identify and prioritize potential use cases for their software platform, provide relevant training and onboarding, and ensure customer support and maintenance of high customer satisfaction.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Listen and understand the customer’s challenges, concerns, and goals. Show that you are willing to take the time to understand their needs.
  2. Ask open-ended and probing questions to assess the current state of the customer’s technology, their usage, and the workflow processes.
  3. Outline onboarding and training milestones and explain how success will be measured throughout the journey.

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