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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. Lack of visibility between departments and roles in their organization, leading to an inability to collaborate and coordinate effectively.
  2. Inefficient communication systems, resulting in high volumes of emails and ineffective utilization of resources.
  3. Difficulty tracking progress against goals and objectives, resulting in difficulties making adjustments.
  4. Lack of effective tools and systems to measure customer satisfaction and engagement.
  5. Ineffective cross-functional training or onboarding processes causing challenges with employee retention and development.
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Objectives & Key Results

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

  1. Analyze current workflows and processes for inefficiencies, and identify ways to streamline and improve them.
  2. Increase team collaboration by onboarding new users with ease and providing tools to facilitate real-time engagement.
  3. Identify areas of the product that can be automated, and offer viable solutions to the customer.
  4. Provide the customer with resources and guidance to help them stay up-to-date on feature updates and announcements.
  5. Encourage customer visibility and feedback, and provide guidance on how to make improvements based on customer feedback.
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Tactical Considerations

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

  1. Understanding their unique competitive landscape in the time of digital transformation
  2. Implementing innovative technology solutions to streamline processes, engage customers, and manage data
  3. Finding ways to improve team collaboration and visibility, which are critical to delivering customer service excellence
  4. Finding opportunities to reduce costs while maintaining operational excellence
  5. Prioritizing security of customer data and networks
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the customer’s industry and business to become more familiar with their goals and challenges.
  2. Review key customer success metrics for similar customers and their current state.
  3. Greet the customer with a warm, enthusiastic introduction to show that you are excited to help them succeed.

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