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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. Develop a user-friendly system that enables customer success within the organization while optimizing collaborations and visibility.
  2. Provide high quality customer service that keeps track of customer feedback & satisfaction.
  3. Create a platform that offers customization and flexibility for customers' individual needs.
  4. Develop/implement a comprehensive program designed to maximize customer experience.
  5. Analyze and monitor customer data in order to stay up-to-date on customer trends.
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Objectives & Key Results

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

  1. Identify key challenges and pain points in terms of productivity, collaboration, and visibility in the Marketing department.
  2. Assess current workflow resources and processes to identify opportunities for improvement.
  3. Define objectives and key results such as cost savings, process efficiencies, improved decision making, and improved customer satisfaction.
  4. Establish performance metrics and reporting tools to accurately measure success.
  5. Analyze current business strategy and goals to recommend software solutions that will increase performance and value.
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Tactical Considerations

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

  1. Tactical Consideration 1: Combining multiple individual software applications into a single platform.
  2. Tactical Consideration 2: Streamlining processes and automating tasks to maximize efficiency and increase transparency.
  3. Tactical Consideration 3: Educating staff on how to use and navigate the software interface.
  4. Strategic Consideration 1: Refining customer engagement processes by evaluating customer feedback and data.
  5. Strategic Consideration 2: Leveraging the software’s data insights to better understand customer needs and trends.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the company – Taking the time to research the company and its mission will help to better understand the needs of the company, create a solid foundation for the call and build rapport.
  2. Ask open-ended questions – Asking open-ended questions on the call will help deepen the understanding of the customer’s expectations and possibly uncover hidden software deficiencies or needs that can be addressed.
  3. Be friendly and confident – Staying friendly and confident during the call helps to set the tone and can go a long way in building rapport and trust with customers.

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