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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. Ease of scalability - as the company grows, look for opportunities to make their operations more efficient with software automation and intelligent algorithms.
  2. Data-driven decisions - make sure that they can get comprehensive visibility into their performance, so they can make informed decisions quickly and accurately.
  3. Security and privacy - understand their data security needs and provide solutions to ensure data is stored and transmitted securely.
  4. Integrations - look for ways to link existing systems for a more streamlined workflow experience.
  5. Engagement and usability - prioritize ensuring a customer-facing interface that enables businesses to interact and engage with their customers across all channels.
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Objectives & Key Results

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

  1. Gain an understanding of the current implementation process and identify areas of improvement.
  2. Find out what existing internal systems the customer is currently using.
  3. Understand the customer’s goals and objectives for the product.
  4. Determine accuracy of customer data entry and identify potential sources of errors.
  5. Set measurable key results for customer success, such as increased collaboration among departments, improved customer visibility, and higher productivity.
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Tactical Considerations

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

  1. Developing a strategy to align the customer's objectives with their available software solutions.
  2. Developing processes and procedures to increase efficiency, visibility, and collaboration.
  3. Ensuring that the customer is able to access and understand the data they need to make informed decisions.
  4. Creating accurate and reliable reports on usage and analytics data.
  5. Providing ongoing technical support and customer service to facilitate a positive customer experience.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Do research on the customer and their industry. Identify trends, technologies, challenges they might be facing, and any other relevant insights. This will help you have an informed conversation.
  2. Prepare a short (5-10 minute) overview before the call to showcase how your product/service can best help your customer's needs.
  3. Set a customer-centric agenda before the call. Ask open-ended, non-leading questions to better understand their priorities and goals.

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