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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. Increase effectiveness in their daily activities by exploring implementation of streamlined workflows.
  2. Improve team communication by implementing an automated notification system.
  3. Improve business performance with data driven insights and analytics.
  4. Optimize task and project delegation through automation tools.
  5. Improve both internal and external visibility with customer relationship management software.
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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 business offerings and how their usage of the product affects their bottom line.
  2. Gauge their customer success team size, scope, and expectations.
  3. Uncover any gaps in existing processes or access to product features that could be blocking productivity, collaboration, and visibility.
  4. Discuss potential strategies to optimize product usage and adoption across the customer's organization.
  5. Identify tangible objectives and key results that can be monitored to measure success.
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Tactical Considerations

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

  1. Managing customer support tickets and responding to customer queries in a timely manner.
  2. Identifying and analyzing customer pain points to develop customized solutions.
  3. Creating and maintaining positive relationships with customers.
  4. Implementing new strategies to increase customer satisfaction and retention.
  5. Using analytics to identify opportunities for increased cost savings.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Ask them to explain their organization and the industry they're in, so that you can better understand their challenges.
  2. Share information about your business and how your product helps make the customer more successful.
  3. Talk through the customer's objectives and how the company can help them reach those goals.

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