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Customer journey

From first enquiry to repeat customer.

Fifteen stages, one record. Most journeys move through quietly. When one stops, Clinqly acts, hands over, and the journey resumes.

  1. 01EnquiryWebsite, WhatsApp, Instagram or Messenger. Answered from approved information.
  2. 02QualificationIntent, service, urgency and anything to note for the team.
  3. QUIET ENQUIRYClinqly follows up where allowed, counts the silence, then hands to a person.
  4. 03AvailabilityReal calendar times offered on the same channel.
  5. 04Slot selected / heldHeld for up to 60 minutes while the customer pays any required deposit online.
  6. 05Deposit if requiredPaid through a secure Stripe link into the business's own account, or confirmed by the business when it uses its own payment link.
  7. DEPOSIT INCOMPLETEIf the deposit is not paid in time, the held slot is released at the deadline.
  8. 06Booking confirmedOnly once any required deposit is confirmed.
  9. 07ConfirmationConfirmed to the customer, with a secure link to reschedule or cancel.
  10. 08ReminderScheduled automatically where reminders are on.
  11. CANCELLATIONFor appointments Clinqly booked, the time reopens and Clinqly shortlists the people who asked to come sooner, ready to offer.
  12. 09AppointmentThe visit, lesson or session itself. Your existing software keeps its own record.
  13. NO-SHOWClinqly prepares a message; the front desk starts the recovery.
  14. 10OutcomeAttended, did not attend, or cancelled.
  15. 11Decision“Yes”, “no”, or “I'll think about it” on a quote, plan or proposal, with a follow-up date and owner.
  16. DECISION PENDINGFollow-up on the due date. Silence is counted from the day you asked. Then its owner.
  17. 12Follow-up where neededAutomated where configured. Otherwise prepared for a named person.
  18. 13AcceptedRecorded as acceptance. Booked is a separate fact.
  19. 14Service deliveredDelivered across one or more appointments.
  20. DUE-DATE RETURNRuns only from a return date your team recorded. Clinqly never guesses when someone is due.
  21. 15Return / reactivationThe journey begins again, with history attached.
Priya MistryNew customer · enquiry to booked in 11 minutes
  1. WhatsApp · 22:47 · “Are you taking new bookings?”Clinqly
  2. Qualified · first appointment · a question noted for the teamClinqly
  3. Thu 10:15 chosen · slot heldClinqly
  4. £30 deposit · Stripe confirmedStripe
  5. Booking confirmed · reminders scheduledDone
Example business · fictional data
Sarah OkonjoKitchen refit · quoted, quiet, recovered
  1. Survey visit attended · quote sentTeam
  2. Follow-up day 3 · day 8Clinqly
  3. 12 days quiet · call prepared→ Emma
  4. Emma calls · quote acceptedEmma
  5. Accepted · not yet booked · availability offeredClinqly
  6. Booked · Tue 09:00Done
Example business · fictional data

Bring one real customer journey. We'll show you where Clinqly would pick it up.

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