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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. Ensure a smooth and successful onboarding process - facilitate the transition to the new system, taking into account the preferences of the existing users and the capabilities of the new platform.
  2. Maximize user engagement by providing onboarding resources and consulting services that helps customers effectively leverage the full range of the platform features and functionalities.
  3. Create an onboarding roadmap that outlines the necessary steps and aligns customer expectations.
  4. Maintain visibility into customer progress and optimize the onboarding process through tracking and performance analytics.
  5. Provide a long-term vision for successful customer product adoption and consistent user experience.
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Objectives & Key Results

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

  1. Develop processes for tracking customer success metrics such as customer churn, satisfaction, and activation.
  2. Identify strategies to increase user adoption within the organization.
  3. Evaluate the effectiveness of the current collaboration tools and identify potential areas of improvement.
  4. Develop a plan for improving customer visibility into the organization's workflow.
  5. Identify strategies for honing customer engagement and providing ongoing customer support.
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Tactical Considerations

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

  1. Finding complex solutions to implement in order to improve core business process.
  2. Addressing challenges posed by adoption of new technology.
  3. Ensuring seamless integration of different software components to maximize performance and collaboration.
  4. Managing the execution of multiple projects simultaneously.
  5. Improving operational efficiency, cost-effectiveness, and customer experiences.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Do some research into the customer's business needs - analyze their service offering, their customer base, and their current tools & systems. This will help you gain a better understanding of their workflow and needs.
  2. Greet the customer warmly and take time at the begining of the call to get to know each other and build a connection. Establish a friendly tone, and foster an environment of open communication.
  3. Ask the customer how they've been using the product so far, and what they hope to accomplish from the call. This lets you determine the customer's current needs, and what specific areas you can focus on during the call.

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