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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 response times to deliver a better customer experience.
  2. Implementing a system to ensure that customer inquiries are properly handled in a timely fashion.
  3. Establishing a self-service portal to enable customers to manage their own accounts.
  4. Incorporating a streamlined customer data management system to ensure customer data integrity and security.
  5. Designing a reporting system to increase visibility within the customer's organization.
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Objectives & Key Results

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

Use complete sentences.
  1. Understand the roles of each department impacted by the SaaS tool. Identify any gaps in knowledge or abilities to help define custom onboarding and training needs.
  2. Discover what kind of collaboration and visibility the customer would like to experience within their organization. Outline the desired areas of growth in the customer's environment.
  3. Understand the challenges that the customer may experience when onboarding and implementing SaaS tools. Develop strategies to help alleviate and avoid any possible setbacks.
  4. Identify the customer's current processes that can integrate the SaaS tool. Describe the ways the customer's team can increase productivity and efficiency.
  5. Establish key results in alignment with the customer's goals. Identify how success will be measured in terms of adoption and product usage.
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Tactical Considerations

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

  1. Managing employees and their roles in order to maximize scalability and efficiency.
  2. Maximizing visibility across the organization for improved collaboration.
  3. Ensuring data security and compliance within the organization.
  4. Streamlining processes to reduce manual intervention and improve user experience.
  5. Identifying new opportunities for business expansion and growth.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Take some time before the call to learn more about the customer’s business and industry. This will ensure that you're prepared to discuss topics that are tailored to their specific needs.
  2. Develop an agenda beforehand so that there is a clear line-of-thought for the call and you remain focused on the customer’s needs.
  3. During the call, actively listen to what the customer is saying and ask plenty of open-ended questions to get a better understanding of their unique situation.

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