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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. Maintaining a high customer adoption of new tools and features.
  2. Improving customer satisfaction and driving product usage.
  3. Identifying issues that cause customer pain or dissatisfaction.
  4. Facilitating onboarding of new customers.
  5. Generating reports to provide visibility into customer usage and service levels.
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Objectives & Key Results

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

  1. Understand the current business process my customer utilizes. What needs does it address and what inefficiencies exist? Can my solution help them address any of those inefficiencies and better address their current needs?
  2. Discuss the customer’s current collaboration tools and understand how my product can help them increase collaboration. Identify any gaps or weaknesses in the current communication workflow.
  3. Help the customer understand how our product can help them increase visibility and transparency into their internal processes. Explain the reports and metrics our product offers and how they can help them evaluate and improve the company’s performance.
  4. Engage my customer on how our product can help them to increase their productivity as a team and organization. Understand both their short-term and long-term goals in the context of productivity.
  5. Discuss use cases of our product and explain how my customer can implement our product to benefit their organization to help meet their objectives.
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Tactical Considerations

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

  1. Ensuring quality assurance on customer deliveries & high revenue customer retention.
  2. Streamlining customer onboarding processes & training resources.
  3. Increasing efficiency in customer identification & contact processes.
  4. Developing customer/vendor relationships to increase sales & profitability.
  5. Optimizing customer feedback loop & ensuring customer satisfaction.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research my customer's industry and familiarize myself with the lingo and company names. This will help me understand the customer's environment better and help with building more meaningful conversations.
  2. Ask open ended questions about why the customer engaged with my company and what goals they are trying to reach. A better understanding of their goals will enable me to tailor the solutions to meet their needs.
  3. Be curious and ask questions to help unearth pain points and challenges the customer is facing. This will help me understand the customer’s needs and focus on how my company’s solutions can solve the customer’s goals.

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