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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. Identify the organizational challenges that need to be addressed, and align customer goals with the overall company in order to recommend the best features and solutions to increase productivity and collaboration.
  2. Gather feedback from the customer to identify areas of improvement for the software UI/UX and recommend changes that would make the product easier to use and enhance the customer’s experience.
  3. Develop data-driven initiatives that will allow for improved customization and visibility into the customer’s analytics.
  4. Provide quick and effective answers to customer questions and troubleshoot customer issues.
  5. Track customer interactions and engagement to generate better insights into the customer’s usage of the HR software.
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Objectives & Key Results

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

  1. Objective: Identify ways our software will eliminate manual processes and increase automation.
  2. Key Result: Increase the speed of delivering services to customers by 15% within three months.
  3. Objective: Improve collaboration between teams and visibility into project progress.
  4. Key Result: Increase team collaboration by 25% over the next 6 months.
  5. Objective: Drive adoption of new features and processes.
  6. Key Result: Increase the rate of adoption of new features and processes by 10% within the first quarter.
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Tactical Considerations

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

  1. Retaining customers and mitigating churn through efficient customer onboarding.
  2. Optimizing customer experience and encouraging customer loyalty.
  3. Increasing efficiency by equipping employees with the right tools and training.
  4. Improving user adoption and increasing usage rates.
  5. Enhancing customer value through product integration and customization.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the company. What challenges are they currently facing? What conferences or events have they attended? How have they been mentioned in the press? Knowing their mission and successes will be helpful in understanding their needs.
  2. Develop an understanding of their customer base. What do their customers need and want from the software? What do they like and dislike about the software? Gaining an understanding of customer feedback will help create and refine the product’s value proposition.
  3. Reach out to other members of the customer’s team. Who else should be on the call? Are there any other stakeholders who need to be involved? Should anyone else be aware of our call or be looped in afterwards? Connecting with all necessary members of the team will help ensure that all questions and needs are addressed.

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