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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.

Right arrow iconPriorities & Pain Points
Right arrow iconObjective & Key Results
Right arrow iconTactical Considerations
Right arrow iconBuilding Rapport
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Pain Points & Priorities

Based on your inputs, these are pain points your customer may be experiencing:

  1. Lack of visibility into customer data across the organization.
  2. Inefficiency in workflows and operations.
  3. Limited resources or personnel, resulting in poor customer service.
  4. Inability to quickly respond to customer concerns.
  5. Lack of collaboration among departments and teams within the organization.
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Objectives & Key Results

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

  1. Identifying pain points where our product can bring the most support.
  2. Determining the features most relevant to their team
  3. Establishing key performance metrics so they can measure their progress with our product.
  4. Developing an implementation plan tailored to their specific needs.
  5. Providing onboarding materials and resources they can use to onboard their teams quickly.
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Tactical Considerations

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

  1. Decreasing Customer Support Response Time. Customers expect timely responses to meet their needs.
  2. Increasing Efficiency. Find ways to streamline processes in order to reduce the amount of time and effort required to service customers.
  3. Enhancing Quality Assurance. Ensure that customer service meets a high standard.
  4. Ensuring Data Security. Safeguard customer information and data.
  5. Staying Relevant. Keep up with industry trends to continuously improve customer experience.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Understand my customer's background – Research the company, the organizational structure within Customer Support, and the specific responsibilities of the Manager.
  2. Learn about their challenges – Talk to other customer support reps within their company to understand where they are struggling, what tasks are taking the longest to complete, and what changes would reduce overall time spent.
  3. Identify use cases – Ask questions related to their process to identify actions that could benefit from increased productivity, collaboration, and visibility.

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