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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. Help customers navigate the User Interface and leverage the platform’s features.
  2. Reduce as much friction as possible when onboarding new customers and troubleshoot any potential issues that might arise during the process.
  3. Assist customers in creating custom analytics dashboards in order to gain better insights into their customers’ behavior and engagement.
  4. Aid customers in creation of effective user access controls to better protect their data and system integrity.
  5. Provide tips and advice on best practices to ensure high-quality customer service.
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Objectives & Key Results

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

  1. Survey the customer on current productivity and collaboration processes. This should include questions on the current tools, techniques, and the level of collaboration.
  2. Develop a better understanding of the customer’s business and current scope of operations. Analyzing the competitive landscape can also provide useful insights.
  3. Understand the customer's exact needs and objectives, and map them to the core capabilities of the software.
  4. Help the customer identify opportunities for cost savings and increased team performance.
  5. Guide the customer through the process of implementation and adoption of the software.
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Tactical Considerations

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

  1. Ensuring that their customer support team has access to the latest version of their software
  2. Making sure customer service inquiries and tickets are managed in a timely manner
  3. Gauging customer satisfaction and engaging customers for feedback
  4. Consistently improving processes for customer service resolutions
  5. Making sure customer service teams have adequate access to internal and external resources
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. To build rapport with my customer, I should start by making sure that I know their name and position in the company and personalizing the call accordingly.
  2. I should also do some research on their industry beforehand so that I can relate to their particular needs and challenges.
  3. Finally, I should ask them about their goals and objectives for the product and their experience with our product so far.

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