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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. Gain adoption of new software tools/technologies and ensure they are utilized to the fullest extent.
  2. Assist in onboarding and training new staff on the use of the software tools and technologies.
  3. Manage stays engaged with the customer to ensure swift resolution to issues, questions or requests.
  4. Provide customer feedback to software development teams to further develop the product.
  5. Assist with customer reporting and analytics to track ROI and success metrics.
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Objectives & Key Results

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

  1. Gather an understanding of their current workflow processes and potential bottlenecks.
  2. Identify what challenges they are facing within their organization.
  3. Analyze their data and uncover key insights to help drive growth.
  4. Provide recommendations on how they can improve their process & productivity.
  5. Set key results for the next 90-days to measure success.
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Tactical Considerations

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

  1. Strategic Consideration #1: Ensuring the software meets regulatory compliance standards.
  2. Strategic Consideration #2: Making sure the software has the features and functionality needed for customer's use cases.
  3. Strategic Consideration #3: Developing training opportunities to further understand and use the software.
  4. Tactical Consideration #1: Keeping users up-to-date on new software features and changes.
  5. Tactical Consideration #2: Maintaining usage and adoption of the software.
  6. Tactical Consideration #3: Managing customer inquiries in a timely and effective manner.
  7. Tactical Consideration #4: Helping to troubleshoot any issues related to software usage.
  8. Tactical Consideration #5: Following up with customers to ensure satisfaction and usage.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Do your research ahead of time so that you may be better prepared for the customer's needs.
  2. Start the conversation with an open-ended question about their goals and objectives with your product.
  3. Engage in active listening and demonstrate that you have heard their needs and are actively working on finding solutions.

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