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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. Time management & Meeting Scheduling: Helping them identify efficiencies in their workflow and enabling them to better plan and schedule meetings.
  2. Data management & Analytics: Assisting them with setting up meaningful KPIs for their customer support team and enabling them to easily analyze customer support performance.
  3. Resource Utilization: Helping them to optimize their customer support resources and reduce customer wait times.
  4. Collaboration & Communication: Setting up systems of communication and collaboration between support staff to ensure optimal service to customers.
  5. Reporting & Visibility: Assisting them with setting up actionable reports to gain visibility into customer support performance and improve customer support services.
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Objectives & Key Results

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

  1. Asset the current challenges that the customer is facing in terms of productivity, collaboration, and visibility within their organization.
  2. Identify resources, processes, and software requirements to improve the customer's workflow.
  3. Understand where the Customer Support team's current challenges and successes are located and how this can be improved.
  4. Develop a plan to guide the customer's implementation process, prioritize objectives, and track the results.
  5. Recommend strategies to increase customer engagement and utilization of the current B2B & B2C software.
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Tactical Considerations

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

  1. Integrating software with existing systems in order to increase productivity
  2. Attracting and retaining customers by providing excellent customer service
  3. Maintaining high customer satisfaction levels
  4. Developing long-term relationships with customers to increase repeat business
  5. Implementing feedback systems to quickly address customer needs
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Take a few minutes ahead of the meeting to research the organization and software they specialize in. This will help you better understand their current environment, what goals they are trying to achieve with the software, and if any of the goals have already been met.
  2. Come prepared with questions to get an understanding of the customer's key objectives. Ask questions that encourage discussion of their unique needs, the challenges they are facing, and their expectations of the software.
  3. A great start to building rapport with the customer is to introduce yourself, establish a positive tone, and show genuine interest in helping the customer understand how the software can enhance their productivity, collaboration, and visibility within their organization.

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