Vitally Labs logo
Close icon

First Call Custom Brief

Here are some prompts to help you better understand your customer before jumping on that first call.

Illustration of a report and a phone surrounded by chat bubbles

Keep this handy!
Save your report now.

Print & Save
Icon of a key

Pain Points & Priorities

Based on your inputs, these are pain points your customer may be experiencing:

  1. Ensuring quick and reliable customer service by saving time in delivering replies and solutions.
  2. Reducing customer complaints and reducing the rate of customer churn by providing quality customer experience.
  3. Increasing customer satisfaction through reliable product delivery and product quality assurance.
  4. Increasing efficiency and productivity of customer support agents by providing an organized and advantageous platform.
  5. Monitoring the success of customer interactions and making adjustments accordingly to ensure success.
Icon of a key

Objectives & Key Results

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

  1. Understand the customer's current support infrastructure, such as how many agents they employ, the number and type of systems they use, and their preferred contact channel.
  2. Understand customer’s current customer experience goals: Are they looking to expand their customer service scope or change the ways they interact with their customers? 
  3. Understand which tools the customer is using to measure performance and customer satisfaction.
  4. Gain an understanding of the customer's budget for customer service software, operations, and other needs. 
  5. Identify the customer’s highest priority struggles, and focus on how to develop a plan of action to fix them. Develop key results that would define success to overcome those struggles.
Icon of a board with tactical drawings

Tactical Considerations

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

  1. Ensuring seamless integration of internal and external systems, automating processes, and optimizing deployment times
  2. Maximizing customer satisfaction by enabling customers to seamlessly navigate the customer service platform
  3. Incorporating customer feedback to develop solutions that improve support operations, customer experience, and increase retention
  4. Monitoring and optimizing customer support operations and resources strategically
  5. Developing strategies to reduce customer turn-around times while improving response quality
Icon of 2 chat bubbles

Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research their industry and company to understand the challenges they may be facing and any current trends impacting their business.
  2. Develop a message that reflects an understanding of their industry and references specific problems that they may be trying to tackle.
  3. Make sure to come prepared with any documentation, resources, and product demos that could be helpful in understanding the value of our product.

Keep this handy!
Save your report now.

Print & Save
Powered by ChatGPT Badge