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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. Supporting customer onboarding and adoption: As the customer success representative, you should be prepared to support onboarding and adoption, clarifying any questions they have.
  2. Maintaining customer engagement: Making sure customers stay actively engaged with your product is essential. Educate them on new features, improvements, and integrations.
  3. Decreasing customer effort: Customers want to know exactly how to use the products they’ve invested in, so minimize their effort by addressing their questions, troubleshooting issues, pointing out helpful resources and providing examples.
  4. Training and onboarding: Helping them become self-sufficient in their use of the product or service is key for improving customer satisfaction. Provide thorough training and onboarding materials.
  5. Account Management: Manage accounts by proactively understanding the customer needs, building relationships, and addressing any issues they may be facing.
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Objectives & Key Results

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

  1. Gather an understanding of how the customer is currently utilizing the platform and identify how they could maximize their returns.
  2. Discuss with the customer what their desired use cases are, and provide an understanding of the potential advantages of utilizing the platform to meet objectives.
  3. Develop a plan to leverage the platform capabilities to help the customer reach key goals such as increased collaboration, visibility, and productivity.
  4. Develop a plan for onboarding support for the customer and their team, such as training materials and best practices.
  5. Discuss ways to measure customer success utilizing appropriate metrics and Key Performance Indicators.
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Tactical Considerations

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

  1. Staying ahead of customer demands, and being proactive in anticipating their needs before they arise.
  2. Maintaining close relationships with customers, ensuring that all teams working with the customer are properly aligned and engaged.
  3. Driving adoption of the product, understanding the customer's use case and adapting the product accordingly.
  4. Being the single point of contact for any issues, ensuring that they are addressed quickly, and that customer satisfaction remains a priority.
  5. Continual optimization of the customer journey through marketing campaigns and customer segmentation.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Discuss company goals, objectives, and priorities – Understanding where the customer is positioned and what their needs are will help inform our conversation on the call.
  2. Ask open-ended questions – This is an opportunity to gain a more complete understanding of the current state of the organization and where I might be able to support them.
  3. Highlight success stories and experiences – Showing them examples of successful implementations of our system and how other similar organizations have been able to increase their productivity, collaboration, and visibility will help illustrate the value they can experience.

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