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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. Streamline meeting preparation - Research suggests that many organizations are spending countless hours before each meeting, developing an agenda, choosing relevant resources and tasks, collecting information, and more. Help your customer understand that efficient meeting preparation is essential to collaboration and progress.
  2. Manage and prioritize tasks - Organizations are often juggling multiple tasks and competing priorities. Give your customer access to real-time task tracking and prioritization tools so they can focus their efforts on the right tasks.
  3. Access reliable communication - Many organizations are in need of reliable communication channels for members and teams, so they can exchange documents, assign tasks, manage projects, and more. Help them understand the importance of a secure, integrated communication platform to get the job done.
  4. Maximize visibility - Organizations need resources to monitor the progress of tasks and projects. Offer your customer access to project and task tracking tools to help them get clear visibility into their work.
  5. Leverage collaboration - Many organizations struggle to coordinate tasks and access the resources they need to move forward. Help them find ways to streamline collaboration and improve efficiency.
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Objectives & Key Results

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

  1. Discuss product goals and how our product can help them meet those objectives
  2. Identify any blockers or challenges the customer might experience while using our product
  3. Develop customer and product success plans based on their goals and objectives
  4. Discuss processes by which we can improve productivity and collaboration within their organization
  5. Develop strategies to increase visibility of successes to all stakeholders
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Tactical Considerations

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

  1. Helping the customer to communicate ideas and goals clearly within the organization.
  2. Providing the customer with a unified system for measures, reviews, and progress.
  3. Showing the customer how to maximize the visibility of content for better collaboration.
  4. Improving customer's customer service by leveraging the system better.
  5. Reducing complexity in the customer's workflow and processes.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Start off the call by introducing yourself, giving a brief overview of your role and background. Additionally, providing a summary of the purpose of the call helps to set expectations and helps kick off the meeting on the right foot.
  2. Lead into the conversation by asking the customer questions. This helps to show that you are interested in learning about them and their business; and conveying a genuine interest in helping them reach their goals.
  3. Develop a rapport by sharing something about yourself. This strengthens trust between yourself and the customer and allows for a more meaningful dialogue.

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