Optimize your customer journey

Streamlined customer journey

A streamlined customer journey not only ensures satisfied visitors but also reduces the number of phone calls and emails with questions. The better your information provision is, the smoother the process will run, for both your customers and your team.

1. Clear booking button on the website

Make sure your website is both inviting and clear. Show immediately what you offer, what it costs, and how it works. Use photos, short texts, and a clear structure. Avoid a maze of pages and guide visitors quickly to the booking button. They should not have to search but instinctively find their way.

Tip: Test your website with someone who is unfamiliar with your offer. If they can book at a glance, you are on the right track.

2. A booking process that works well

Avoid confusion by asking for and providing all necessary information during the booking process. This will save you many follow-up questions later.

Tip: You can include text fields in the booking process. This allows you to first provide an explanation before asking the customer to fill something in.

Tip: Are children not allowed to enter without an adult? You can solve this in the booking process by setting it up so that a child ticket must always be combined with an adult ticket. This way you prevent children from entering without supervision.

Tip: Add your own logo or background in your brand’s look and feel to the Mollie checkout page so that customers immediately recognize your brand.

3. Clear quotation

Send a clear and well-structured quotation as a PDF. You can have it designed by a professional or create it yourself using existing templates. Make sure the PDF clearly reflects the atmosphere of your company and the activity. Mention what is included in the price, the start time, and the duration of the activity. Also clearly state the total costs and when the deposit and final payment are due.

Tip: Consider adding a link to additional information on your website, such as the FAQ page.

4. Clear confirmation email

A good confirmation helps prevent questions later on. By using tags in the email, you can automatically add relevant details. Confirm the booking and proactively answer common questions such as location, start time, payment, and contact information.

5. Correct invoice

Make sure the costs are always accurate. Nothing is more frustrating for a customer than discovering they have overpaid. Also, use the same branding for the quotation, confirmation, and invoice. This creates a professional appearance and strengthens brand recognition.

Tip: Keep the number of invoicing moments as low as possible to maintain clarity. For example, let customers pay immediately via iDeal when booking online. In case of quotation processes, it is important to communicate clearly in advance when and how invoicing will take place. This helps prevent surprises and questions later on.

6. Email with final checks

Send an extra email a few days before the activity. Confirm what is scheduled in your agenda and remind your visitors of important details: what they need to bring, how to get there, and where they can park. A small effort, but it makes a big difference. Do not forget to include practical tips like clothing advice. You can also ask the customer to confirm the final number of participants.

Tip: A link to Google Maps is useful, but providing a parking link or public transport tips makes it even better. Show that you are thinking along with them.

7. Do not forget the aftersales

Send a thank-you email after the outing. Include a link to your review page to collect feedback and boost your online visibility.

Tip: Automate a reminder for the following year (perfect for children’s parties).

Tip: Include a discount code to encourage repeat bookings.

With Recras, you can automate a large part of these steps. This allows you to work with more peace of mind and better overview. That means fewer loose emails, fewer phone calls, and more time for your visitors.