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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. Organizational Change Management – Success in the implementation of new technology often depends on how quickly and easily users embrace the new technology. It is important to proactively design change management strategies to ensure that users are comfortable with the product, understand how to use it, and achieve the desired results.
  2. Data Security – In cases where the product will be handling customer data, it is important to prioritize data security. Ensuring that the platform meets or exceeds applicable data security regulations is important in protecting customer data and customer satisfaction.
  3. Technical Support – As with any new product, there is always the potential for technical issues. It is important to provide a reliable solution by ensuring that appropriate customer support and technical help is readily available for users and stakeholders to troubleshoot and address potential concerns.
  4. Training – Providing users with guided and structured training can help them become efficient and confident users of the product. This can be accomplished through both online and in-person sessions.
  5. Product Integration – Many products require integration or synchronization with other platforms that are used throughout the organization. It is necessary to identify what integration is needed and the participation of the stakeholders in the process.
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Objectives & Key Results

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

  1. Establishing a robust customer support system - agree on objectives and key results such as a decrease in customer wait times, an increase in customer satisfaction scores, and an increase in customer retention.
  2. Decreasing customer onboarding time - agree on objectives and key results like decrease the number of onboarding resources, streamlining the steps in the onboarding process, and reducing onboarding time to X minutes.
  3. Analyzing customer feedback - agree on objectives and key results such as an increase in customer feedback collected, a decrease in customer churn rate, and an increase in customer satisfaction scores.
  4. Improving customer responsiveness - agree on objectives and key results such as a decrease in customer response time, an increase in customer engagement levels, and an increase in customer loyalty.
  5. Increasing customer visibility - agree on objectives and key results such as an increase in customer engagement levels, a decrease in customer complaints, and a decrease in customer support costs.
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Tactical Considerations

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

  1. Developing effective customer support protocols to ensure consistently high customer satisfaction.
  2. Managing customer inquiries and resolving complaints in a timely manner.
  3. Developing processes and timetables to ensure smooth delivery and logistics of products.
  4. Accessing customer feedback to improve customer experience and ensure customer loyalty.
  5. Developing tactics and strategies to manage the sales process and increase revenue.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the business and the product they offer inside and out. This allows me to better understand their goals and objectives, and create a more tailored customer success plan.
  2. Understand the customer goals and objectives that have been prioritized by management. Pay attention to what is discussed during the call and identify any current challenges or pain points. Show that I fully understand their needs, by verbalizing the challenges, and working to identify creative solutions.
  3. Start the call off with a friendly introduction. Get to know each other on a personal level. Showing warmth and interest will help build trust and make it easier to establish a productive working relationship.

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