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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. Dashboards outlining customer data trends and performance metrics to monitor success of campaigns.
  3. Dedicated resources for customer feedback and input into new product development.
  5. Automated customer service functions and customer service staff training.
  7. Flexible technology solutions that can adapt to changes in customer preferences.
  9. Detailed reports and visualizations of customer service performance goals.
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Objectives & Key Results

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

  1. Increase team productivity and efficiency through streamlining communications, projects, and tasks.
  2. Create an organized, easy to follow system for tracking and managing customer relationships.
  3. Improve visibility into customer feedback & satisfaction survey results.
  4. Identify factors contributing to successful customer engagement.
  5. Gather insights on customer needs and pain points.
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Tactical Considerations

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

  1. Understanding what specific software and technology is necessary to track targeted customer segments and their purchases.
  2. Conducting timely market analysis to stay up-to-date in the consumer services industry.
  3. Developing strategies to appeal to a larger consumer base and increase their customer relations.
  4. Maintaining a cohesive organizational structure to ensure effective product delivery.
  5. Generating tangible ROI though innovative marketing and product development initiatives.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Gather some background information on your point of contact, understand their career journey, and familiarize yourself with their organization’s objectives and goals.
  2. Demonstrate your knowledge of the Consumer Services Consumer Products industry. This could include industry specific terminology and an understanding of their target audience.
  3. Focus on connecting with your point of contact on a personal level – this could include sharing a bit about yourself and your experience, allowing for some friendly conversation, and find common ground.

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