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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. Improving customer service & customer experience through a better understanding of user & customer data.
  2. Collaborative solutions to share documents, data, and insights with internal stakeholders.
  3. Implementing process automation solutions to increase operational efficiency.
  4. Developing and optimizing reporting capabilities to ensure visibility and accountability of all organizational activities.
  5. Building integrations between existing and emerging technologies for seamless workflows.
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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 customer's current workflow and identify any operational inefficiencies that can be improved upon.
  2. Increase visibility within the organization by helping the customer understand usage and activity analytics.
  3. Identify key stakeholders and decision makers who will influence the customer's adoption of our services.
  4. Understand the customer's desired objectives and timeline for completing said objectives.
  5. Develop a plan with the customer that will ensure successful onboarding and adoption.
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Tactical Considerations

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

  1. Adaptability: They need to be able to quickly adjust to changing internal and external variables, like a shift in market demand or a change in target audience.
  2. Compliance: Ensuring that their processes and systems meet all relevant regulatory and financial compliance standards is a daily challenge.
  3. Efficiency: Finding ways to optimize operations while also reaching their desired goals
  4. Scale: Ensuring scalability of their products and services to meet expected growth in customer demand.
  5. Digital Transformation: The ongoing transition from legacy software and services to technology-driven, cloud-based solutions.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the company and the products they offer. This will help you understand their typical workflow and customers, their current success and where there may be opportunity for improvement.
  2. Get to know my customer’s role and responsibilities, so I can cater my message and advice to their needs.
  3. Start the call off with a personal touch. Ask how the customer’s day/week has been and address any concerns that they may have. Showing an interest in them as an individual will make them feel comfortable throughout the call.

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