Overview
The First-Time Customer Journey maps the complete communication experience for new customers discovering and booking services with your pet business. This journey covers discovery, booking, service delivery, and follow-up communications.
Complete Communication Timeline
Journey Timeline
Phase 1: Discovery & Booking (Day 1)
Customer Discovers Business Online
Customer Action: Visits website or finds business through search
Business Context: Customer is researching pet services
Communication: None (customer-initiated research)
Customer Books Appointment Online
Customer Action: Completes online booking form
Business Context: Customer provides pet and contact information
Communication: None (customer is in booking process)
Immediate Confirmation (0 minutes after booking)
Trigger: Customer completes online booking
Message Type: Email - Appointment Created by Pet Owner
Business Notification: New appointment alert sent to business team
Phase 2: Pre-Appointment Communications (Days 2-6)
72 Hours Before Appointment (if pre-authorisation enabled)
Trigger: 72 hours before appointment time
Message Type: Email - Pre-Auth Heads Up
24-48 Hours Before Appointment
Trigger: Configurable timing (typically 24-48 hours before)
Message Type: SMS + Email - Appointment Reminder
SMS Content:
Email Content:
Friday Reminder (if applicable)
Trigger: Every Friday for upcoming appointments
Message Type: SMS - Appointment Friday Reminder
Phase 3: Appointment Day
Morning of Appointment (if configured)
Trigger: Morning of appointment (if early reminder enabled)
Message Type: SMS - Final Reminder
During Appointment
Business Notifications:
Appointment started notification
Progress updates (if configured)
Payment processing alerts
Customer Communications:
None (customer is with pet during service)
Phase 4: Post-Appointment Communications
Immediately After Service Completion
Trigger: Appointment marked as completed
Message Type: Email - Appointment Finalised
Payment Confirmation (if auto-payment enabled)
Trigger: Payment successfully processed
Message Type: Email - Appointment Payment Succeeded
Business Communications During Journey
New Appointment Notification
When: Customer completes online booking
Recipient: Business team
Payment Processing Updates
When: Payment events occur
Recipient: Business team
Service Completion Notification
When: Appointment marked as completed
Recipient: Business team
Communication Triggers
Automatic Triggers
Time-Based:
72 hours before: Pre-authorisation notification
24-48 hours before: Appointment reminder
Friday: Weekly reminder (if applicable)
Morning of: Final reminder (if enabled)
Immediately after: Service completion notification
Event-Based:
Booking completion: Confirmation email
Payment processing: Payment confirmation
Service completion: Finalisation notification
Business actions: Team notifications
Conditional Triggers
Customer Behaviour:
First-time booking: Welcome messaging
Service preferences: Customised preparation instructions
Communication preferences: Channel selection
Business Rules:
Service-specific requirements: Custom preparation instructions
Team member assignments: Personalised service details
Payment processing: Pre-authorisation based on service type
Message Customisation
Template Variables
Pet Information:
#{{PetFirstName}}- Pet's first name#{{PetFullName}}- Pet's complete name#{{PetAnimalTypeEmoji}}- Pet type emoji (🐕, 🐱, etc.)
Appointment Details:
#{{ServiceLabel}}- Service name#{{StartTime}}- Appointment time#{{StartDate}}- Appointment date#{{TeamMemberName}}- Assigned team member#{{TotalPrice}}- Service cost
Business Information:
#{{BusinessName}}- Your business name#{{BusinessPhone}}- Contact number#{{AppointmentLink}}- Direct booking link
Timing Configuration
Reminder Timing Options:
Weeks: 0-4 weeks before
Days: 0-7 days before
Hours: 0-23 hours before
Minutes: 0, 15, 30, 45 minutes before
Recommended Settings for First-Time Customers:
48 hours before: Detailed preparation instructions
24 hours before: Standard reminder
Morning of: Final reminder (optional)
Customer Experience Benefits
Reduced Anxiety
Benefits:
Clear communication reduces uncertainty
Preparation instructions help customers prepare
Team member introduction builds familiarity
Contact information provides reassurance
Professional Service
Benefits:
Automated communications feel professional
Consistent messaging builds trust
Detailed information shows attention to detail
Follow-up communications demonstrate care
Convenience
Benefits:
Self-service booking saves time
Automated reminders prevent forgotten appointments
Digital receipts for easy record-keeping
Online booking for future appointments
Business Value
Customer Acquisition
Benefits:
Professional first impression
Clear communication builds trust
Automated follow-up increases retention
Review requests generate social proof
Operational Efficiency
Benefits:
Automated communications reduce manual work
Clear preparation instructions reduce confusion
Payment automation reduces administrative tasks
Follow-up communications increase rebooking rates
Customer Retention
Benefits:
Positive first experience encourages return visits
Automated follow-up maintains engagement
Review requests generate testimonials
Special offers encourage future bookings
Troubleshooting
Common Issues
Customer Not Receiving Messages:
Verify email and phone number are correct
Check spam/junk folders for emails
Ensure customer hasn't opted out of notifications
Verify business notification settings
Payment Issues:
Check payment method is valid
Verify pre-authorisation settings
Ensure payment processing is configured
Contact support for technical issues
Best Practices
Message Content:
Keep messages clear and helpful
Include all necessary information
Use friendly, professional tone
Test messages before publishing
Timing Strategy:
Send reminders at appropriate intervals
Avoid overwhelming new customers
Provide adequate preparation time
Follow up promptly after service
Related Documentation
For additional journey information:
Customer Journey Overview - Complete communication system overview
Returning Customer Journey - Loyal customer communications
Problem Resolution Journey - Issue handling process
Settings → Notifications - Configure message timing and content
Settings → Pro Automations - Set up automated workflows