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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. Poor collaboration among remote teams, lack of visibility of project status, KPIs and scattered workflows.
  2. Lack of a single-view of client information and customer relationship data.
  3. Inefficiency in organizing customer records, task management, and working across different services.
  4. Ineffective tools for communication across teams, departments, and customers.
  5. Difficulty in forecasting, accuracy of reporting, and ability to respond to customer needs in a timely manner.
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Objectives & Key Results

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

  1. Collaborate with the customer to identify the current state of their organization with regards to productivity, collaboration, and visibility.
  2. Consult on different workflows and processes that the customer could implement in order to increase their performance.
  3. Identify ways to streamline communication among their teams and departments.
  4. Suggest any modifications or adjustments to their current systems that could improve knowledge sharing.
  5. Provide tactical recommendations on how to improve visibility and decision-making.
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Tactical Considerations

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

  1. Gaining more insight into their customer base, their process for customer onboarding, and their funnel for customer conversion.
  2. Making sure their internal collaboration processes, such as meetings and task organization, are efficient enough for their team to use.
  3. Optimizing their Sales team’s performance by increasing their visibility into customer behaviors and metrics.
  4. Improving their ability to accurately track customer usage data and trends.
  5. Boosting customer retention by ensuring the customer experience is seamless and efficient.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the company in advance to become familiar with their needs and objectives. This may involve reading customer feedback, reviewing their website, or observing their social media activity.
  2. Ask questions about their current processes, the formatting of their data, or any existing software/solutions they are already using.
  3. Repeat key points back to them so they know you are listening and familiarize yourself with their language/terminology.

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