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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. Training employees on the legal software system and staying up-to-date on changes and new features.
  2. Ensuring compliance with industry-specific regulations and laws.
  3. Increasing customer engagement and retention.
  4. Implementing efficient methods to monitor and track customer data.
  5. Reducing costs of customer support operations.
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Objectives & Key Results

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

  1. Understand the customer's goals and make sure they are aligned with their desired outcome from our product.
  2. Gather feedback to help understand the customer's pain points and opportunities for improvement.
  3. Review lessons learned and best practices from similar projects and customers.
  4. Outline the customer's top 3 objectives, and quantitative key results for each.
  5. Identify the customer's desired timeline for implementation and rollout planning.
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Tactical Considerations

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

  1. Tactically understanding the customer's organizational structure and internal processes to identify opportunities where our solution can improve existing processes and workflows.
  2. Strategically assessing the customer’s current legal software needs and product gaps to identify areas where our solution can fill product gaps.
  3. Tactically understanding the customer’s IT infrastructure to determine which systems and networks our solution can integrate with.
  4. Strategically evaluating the customer’s KPI’s and metrics to ascertain which performance markers our solution can help meet or exceed.
  5. Tactically discussing the customer’s existing customer service strategy to ensure our solution aligns with their expectations for client support and satisfaction.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Be sure to research the company, its people, and competitive landscape prior to our call.
  2. Be prepared to address value-adds from the get-go by familiarizing yourself with the customer’s business goals. Ask open-ended questions to gain insights about how I can help.
  3. Focus on building a relationship instead of jumping into a deep technical discussion. Listen attentively and build trust with the customer.

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