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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. Maintaining visibility of customer data internally.
  2. Streamlining communications across departments.
  3. Managing customer service inquiries more efficiently.
  4. Enhancing customer engagement with the organization.
  5. Tracking performance and metrics to assess customer satisfaction.
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Objectives & Key Results

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

  1. Understand their current processes and identify gaps within the system.
  2. Develop a strategic plan to increase efficiency and maximize potential.
  3. Assess the customer's current technology stack to identify areas of improvement.
  4. Set measurable outcome goals to ensure success is being achieved.
  5. Implement a structure process to improve communication and collaboration across teams.
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Tactical Considerations

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

The tags will allow the list to appear as a numbered list to the reader.
  1. Supporting customers with faster resolution times to queries.
  2. Managing customer relations and experience.
  3. Leveraging technology to automate processes and workflows.
  4. Increasing customer participation and engagement.
  5. Improving communication and collaboration between departments.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Do research about the customer to understand the industry, people, company, and the customer's job role and department.
  2. Develop a set of prepared questions that will reveal the customer's goals, challenges, and pain points. These can be tailored to the customer's specific needs.
  3. Strike an informal but professional tone during the call. Let the customer know you are there to listen and make sure they get the most value from the product.

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