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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. Aid in customer onboarding and training - establish a clear onboarding process for customers and ensure that customer staff is trained properly on how to use the software.
  2. Increase operational efficiency by identifying potential opportunities for automation and developing processes to streamline existing operations.
  3. Provide a high level of customer service by continually monitoring customer feedback to ensure quality standards and customer satisfaction levels.
  4. Identification of any areas in which customer can improve the effectiveness of their existing processes, operations, and workflow.
  5. Guide the customer in selecting, customizing and integrating the software to support their current and future business operations.
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Objectives & Key Results

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

  1. Identifying areas of improvement in the current process, such as how to speed up process flow or eliminate manual steps.
  2. Increasing collaboration between departments to ensure everyone is on the same page.
  3. Delivering visibility into the progress of the projects to streamline communication.
  4. Providing better customer service by responding quickly to inquiries and feedback.
  5. Equipping employees with the resources and knowledge they need to increase productivity.
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Tactical Considerations

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

  1. Implementing new processes and technology to create efficiencies in their workflow.
  2. Managing and facilitating training sessions for employees and new hires.
  3. Ensuring compliance with the appropriate regulations.
  4. Optimizing the employee and instructor experience.
  5. Generating meaningful data insights and analysis about their customer base.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the company to get to know their product/service offering, customer-base, and unique needs- this may include looking into their website, blog, press releases, social media accounts, etc.
  2. Understand the customer's team and their roles- consider looking into employee bios, or LinkedIn profiles if available.
  3. Learn about the company's industry trends and challenge- consider researching the competitor landscape and industry challenges.
Once I have gathered data, I suggest discussion focused on building rapport and discussing solutions:
  1. Acknowledging our differences in experience and perspective by discussing both the company's long-term vision and our individual micro-goals.
  2. Asking specific questions about previous implementations and implementations of similar products/services.
  3. Discussing ways we can anticipate customer needs to exceed their expectations.

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