Overview
The Problem Resolution Journey maps the communication experience when issues occur during the customer lifecycle. This journey covers payment problems, scheduling conflicts, service issues, and recovery communications to maintain customer relationships.
Issue Resolution Communication Timeline
Journey Scenarios
Scenario 1: Payment Issues
Pre-Authorisation Failure
Trigger: Pre-authorisation fails 72 hours before appointment
Message Type: SMS - Pre-Auth Payment Issue
Business Notification:
Payment Declined During Service
Trigger: Payment fails during or after service
Message Type: SMS - Payment Declined
Business Notification:
Payment Resolution
Trigger: Payment issue resolved
Message Type: Email - Payment Resolution
Scenario 2: Scheduling Conflicts
Appointment Rescheduling Required
Trigger: Business needs to reschedule appointment
Message Type: SMS + Email - Appointment Rescheduled
SMS Content:
Email Content:
Customer Rescheduling
Trigger: Customer requests appointment change
Message Type: Email - Appointment Rescheduled
Business Communications During Problem Resolution
Issue Alert Notifications
When: Problems are detected
Recipient: Business team
Resolution Status Updates
When: Issues are being resolved
Recipient: Business team
Customer Relationship Recovery
When: Issues are resolved
Recipient: Business team
Communication Triggers
Automatic Triggers
Payment Issues:
Pre-authorisation failure: Immediate SMS alert
Payment declined: Immediate SMS alert
Payment resolved: Confirmation email
Scheduling Issues:
Appointment rescheduled: SMS + Email notification
Service Issues:
Service problem detected: Business alert
Issue resolved: Customer notification
Follow-up required: Business reminder
Conditional Triggers
Customer Behaviour:
Issue resolution: Follow-up communication
Business Rules:
Issue severity: Escalation procedures
Resolution timeline: Status updates
Message Customisation
Template Variables
Issue Information:
#{{IssueType}}- Type of issue#{{IssueDescription}}- Detailed issue description#{{ResolutionStatus}}- Current resolution status#{{ExpectedResolution}}- Expected resolution timeline
Customer Information:
#{{CustomerName}}- Customer's name#{{PetName}}- Pet's name#{{ServiceName}}- Service name#{{AppointmentDate}}- Appointment date
Business Information:
#{{BusinessName}}- Your business name#{{BusinessPhone}}- Contact number#{{ResolutionContact}}- Specific contact for resolution
Timing Configuration
Issue Response Timing:
Immediate: Critical payment issues
Within 24 hours: General issues
Within 48 hours: Resolution updates
Follow-up Timing:
24 hours after resolution: Status confirmation
1 week after resolution: Service quality check
Customer Experience Benefits
Proactive Communication
Benefits:
Issues are communicated immediately
Customers are kept informed of progress
Resolution timeline is clear
Customer anxiety is reduced
Professional Service Recovery
Benefits:
Issues are handled professionally
Compensation is offered appropriately
Future service quality is assured
Customer relationship is maintained
Trust Building
Benefits:
Transparent communication builds trust
Quick resolution shows commitment
Follow-up demonstrates care
Customer loyalty is maintained
Business Value
Customer Retention
Benefits:
Quick issue resolution prevents customer loss
Professional handling builds loyalty
Compensation shows commitment
Follow-up communications maintain relationships
Operational Improvement
Benefits:
Issue tracking improves processes
Customer feedback drives improvements
Team training addresses problems
Systems are enhanced based on issues
Reputation Management
Benefits:
Professional issue handling protects reputation
Quick resolution prevents negative reviews
Customer satisfaction is maintained
Business credibility is preserved
Troubleshooting
Common Issues
Payment Problems:
Verify payment method is valid
Check pre-authorisation settings
Ensure payment processing is configured
Contact support for technical issues
Communication Delays:
Check notification settings
Verify contact information
Ensure business alerts are enabled
Contact support for delivery issues
Best Practices
Issue Resolution:
Respond to issues immediately
Keep customers informed of progress
Offer appropriate compensation
Follow up after resolution
Communication Strategy:
Use clear, empathetic language
Provide specific resolution timelines
Offer multiple contact methods
Maintain professional tone
Related Documentation
For additional journey information:
Customer Journey Overview - Complete communication system overview
First-Time Customer Journey - New customer experience
Returning Customer Journey - Loyal customer communications
Settings → Notifications - Configure message timing and content
Settings → Pro Automations - Set up automated workflows