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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. Transparency & visibilty with trackable data: Helping the customer support team have visibility into customer trends and patterns will help their teams prioritize resources and drive decision making.
  2. Streamlining the customer support process to reduce customer wait times: Improving the customer support process to reduce wait times and customer service inquiries can help build customer trust and loyalty.
  3. Creating automated responses & efficient troubleshooting: Automating customer support processes will help teams be more efficient and effective in their responses to customers.
  4. Improving customer experience: Improving customer experience by providing timely and accurate support will be key to providing a superior level of service—a key factor in customer retention.
  5. Consistency & timely communication: Helping the support teams ensure consistent, timely and accurate communication with their customers, both internal and external, will help drive customer success.
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Objectives & Key Results

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

  1. Understand the current pain points of the customer and identify ways to improve collaboration, visibility, and scalability.
  2. Understand the customer's industry and the use cases that they experience.
  3. Construct an overall roadmap to help the customer to increase productivity throughout the organization.
  4. Establish avenues to share feedback and identify relevant trends within the customer's industry.
  5. Suggest solutions and discuss best practices to help the customer build repeatable customer journey and processes.
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Tactical Considerations

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

  1. Maximizing operational efficiency and reliability.
  2. Ensuring a satisfactory customer service experience.
  3. Developing a robust infrastructure to evolving needs.
  4. Identifying and addressing customer pain points.
  5. Maintaining data security and privacy compliance.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Prepare a short introduction about myself and my company to help establish a foundation of trust.
  2. Put some time aside to understand the customer's business and learn more about their current processes, and the challenges they are facing.
  3. Initiate the conversation with an open ended question so that the customer feels heard and can speak freely about what's important to them. This will give me more insight into their specific needs and how to address them.

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