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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 the onboarding process for new employees and customers to ensure training is successful.
  2. Identifying suitable customer experience strategies and initiatives to improve customer retention.
  3. Implementing automated processes to track customer usage data and initiate upsell and cross-sell activity.
  4. Developing personalized onboarding scenarios that are tailored to the individual user’s experience.
  5. Providing product support and advice to customers in a timely and efficient manner.
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Objectives & Key Results

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

  1. Find out what challenges the customer is facing within their organization, and how their current workflow affects efficiency and efficacy
  2. Understand how the customer's team currently communicates and collaborates; identify potential areas of improvement
  3. Identify the customer's desired outcomes and specific objectives for our collaboration
  4. Define key results to measure the success of our collaboration
  5. Review the customer's existing usage of our tools to understand how our product can best serve their needs
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Tactical Considerations

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

  1. Finding ways to increase efficiency of current workflows and processes.
  2. Helping to reduce manual communication and document sharing.
  3. Improving customer visibility and communication across teams.
  4. Solving data visibility and resource utilization challenges.
  5. Providing solutions to enable scalability and collaboration.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Spend time getting to know more about my customer, their business and what challenges they're facing. Ask probing questions to identify which areas of our platform can help them achieve their goals and meet their needs.
  2. Genuinely express enthusiasm about being given the opportunity to work with them. Additionally, take a “mobile first” approach. Show them the platform’s capabilities on a mobile device in order to demonstrate our commitment to the customer's success with a modern product.
  3. Ask my customer how they would like to measure success and have them tell me how I can help achieve those measurements -- this will build trust and create a sense of collaboration between us.

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