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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. Provide relevant training and technical resources to increase user adoption of the software.
  2. Develop a strong communication and feedback loop between users, stakeholders, and departments to ensure organizational visibility and alignment.
  3. Identify and prioritize key use cases and projects to enable increased efficiency and productivity.
  4. Mitigate and respond to customer inquiries, complaints, and technical issues.
  5. Monitor key performance metrics to drive adoption, customer engagement, and satisfaction.
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Objectives & Key Results

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

  1. Increase engagement of users with the product through training on product features and usage.
  2. Achieve a high rate of user onboarding to increase new user adoption.
  3. Increase customer retention by identifying new user requirements.
  4. Achieve a high customer satisfaction rate with customer service inquiries.
  5. Optimize user experience by increasing product usability and stability.
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Tactical Considerations

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

  1. Understanding data privacy laws for customer retention and compliance.
  2. Developing strategies to grow customer base and generate revenue.
  3. Addressing customer feedback on the product and service offerings.
  4. Improving the product offering to keep up with industry trends and meet customer requirements.
  5. Identifying and resolving customer pain points in a timely manner.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Gather an understanding of the customer's current workflows. Get a clear picture of their day-to-day operations, their challenges, and goals for improvement.
  2. When on the call, build rapport through active listening. Ask open-ended questions and thoroughly listen to the customer's responses.
  3. Make sure to demonstrate your expertise on the subject and your understanding of the customer's specific needs. Show credentials and relevant experiences that are both beneficial to the customer and can help find the best solutions.

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