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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. Streamlining product onboarding and adoption processes to ensure that customers are quickly able to make use of the product and realize their ROI.
  2. Creating momentum and visibility within the customer’s organization to show how the product is bringing value.
  3. Strengthening the customer’s understanding of the product to ensure that all features are maximized to their fullest potential.
  4. Help customers create processes and templates to automate everyday tasks.
  5. Anticipating and proactively addressing potential issues the customer may have before they become more serious problems.
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Objectives & Key Results

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

  1. Determine customer goals and objectives, and make sure that they are in-line with our services.
  2. Discuss the importance of enhancing productivity and collaboration within their organization.
  3. Understand the customer's current set up and evaluate any possible areas of improvement.
  4. Ensure the customer has visibility into our product and services.
  5. Identify any potential barriers to customer success and develop a plan for mitigating them.
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Tactical Considerations

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

  1. Adopting reliable digital tools to enable collaboration between people and departments in different office locations or times zones.
  2. Designing effective onboard and offboarding processes to stimulate usage & adoption of new software or system.
  3. Scaling processes to ensure continuity in the immediate team and across the organisation when increasing staff.
  4. Ensuring all employees are able to access the necessary tools and information they require to do their job.
  5. Establishing a clear system for reporting and tracking of metrics to gain valuable insights into the performance of individual teams and the whole organisation.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Ask questions that show you genuinely care and want to understand their unique needs – eg. what challenges are they facing within HR and Staffing? What are some recent successes they have had?
  2. Share some of your experience and successes in Customer Success so they feel reassured that you can help them.
  3. Set clear expectations for the call and provide a timeline for actionable takeaways.

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