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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 visibility and tracking of customer data across the organization.
  2. Increasing collaboration between team members.
  3. Streamlining customer onboarding processes.
  4. Improving the customer experience through automation.
  5. Implementing a system for measuring customer satisfaction and feedback.
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Objectives & Key Results

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

  1. Understand the customer's current pain points and business objectives to identify areas of improvement.
  2. Discuss the goals and timeline for implementation and onboarding for the new software solution.
  3. Discuss customer's expectations and needs around customer service, training, resources and support for the software solutions.
  4. Review the customer's current system infrastructure and discuss strategies to maximize the value of the new software.
  5. Identify relevant stakeholders and communication channels to ensure smooth implementation and successful adaptation of the new software.
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Tactical Considerations

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

  1. Strategic Considerations: Finding ways to maximize profitability, enhancing customer satisfaction and loyalty, and managing risks.
  2. Tactical Considerations: Streamlining operations, integrating software systems, leveraging new technology, and complying with regulations.
  3. Daily Considerations: Resource utilization, data accuracy and security, coordination between departments, and software updates.
  4. Increasing Efficiency Considerations: Automating processes, simplifying time-consuming tasks, eliminating redundancies, and developing reporting tools.
  5. Financial Considerations: Controlling costs, anticipating future expenses, meeting accounting deadlines, and improving financial performance.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Start by introducing myself and my role, thanking them for setting aside time to chat.
  2. Ask them what brought them to our service, helping them talk through the specific objectives they’re trying to achieve.
  3. Ask about the challenges they’re facing and the approaches they take to address those challenges.

Keep this handy!
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