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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. Establishing key performance indicators around increasing user engagement and adoption of their software platform.
  2. Developing strategies for optimizing collaboration within their organization.
  3. Identifying how to improve the customer experience to drive retention and utilization.
  4. Overseeing the setup and implementation of their software platform.
  5. Creating transparency of their software platform data to enable better decision-making.
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Objectives & Key Results

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

  1. Establish trust and build rapport
  2. Understand the customer's business, its challenges, and goals
  3. Gather data on current productivity levels
  4. Outline potential solutions to increase collaboration and visibility
  5. Set measurable objectives and key results
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Tactical Considerations

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

  1. Tactically, the customer may need to ensure the security of their data by complying with various privacy regulations, such as the Family Educational Rights and Privacy Act (FERPA).
  2. Strategically, the customer may need to assess their use of the software and make adjustments to ensure they remain on track with their goals.
  3. Tactically, the customer may need assistance creating a plan to ensure they remain compliant with the latest industry standards.
  4. Strategically, the customer may need to adopt processes and technologies that will increase automation, collaboration, and scalability.
  5. Tactically, the customer may need to review and revise their onboarding process to ensure new users are quickly and effectively engaging with the software.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Take some time to research the customer's company, background, and needs before the call. Utilize the information provided to get a better understanding of the challenges the customer is facing, and any areas where I could be of assistance.
  2. Share with the customer information about myself, my background, and why I am the best person to help them succeed. Demonstrating knowledge of their industry and providing a detailed explanation of my qualifcations will help to build trust between us.
  3. Present a tailored solution based on the customer's unique needs. Clarify any questions or concerns the customer may have and highlight how my tailored solution will help to meet their specific objectives.

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