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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. Improving overall customer service efficiency and providing customers with accurate, timely information.
  2. Deciding on the best tools for teams to collaborate, communicate, and stay organized.
  3. Enhancing customer experience throughout the support process.
  4. Developing strategies to anticipate customer needs and proactively improve customer service.
  5. Streamlining existing workflows and processes to improve team performance.
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Objectives & Key Results

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

  1. Objective: Improve customer experience by creating efficient and commercially viable processes for customer support teams. Key Result: Increase customer satisfaction score by X%.
  2. Objective: Increase visibility into customer service team processes and workflow. Key Result: Develop an automated/streamlined workflow system to track customer service related metrics.
  3. Objective: Establish an efficient process for customer inquiries. Key Result: Reduce turnaround time on customer inquiries by X%.
  4. Objective: Increase customer service team efficiency and collaboration within the organization. Key Result: Reduce resolution time on customer inquiries by X%.
  5. Objective: Increase utilization of data in customer service management processes. Key Result: Develop reporting capabilities that track customer service related metrics in real time.
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Tactical Considerations

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

  1. Improving customer satisfaction
  2. Enhancing efficiency of technician processes
  3. Providing exceptional customer service
  4. Increasing cost-effectiveness of operations
  5. Growing opportunities for learning and development for frontline staff
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Spend some time understanding the customer's company history, their goals for the future, and any industry trends they are experiencing to establish common ground between our organisations.
  2. Research the customer support landscape they operate in to gain a better understanding of their expectations for the B2B service.
  3. Build rapport by showing a genuine curiosity in how their team works and what they need from a B2B SaaS to make their job easier.

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