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Which online scheduling works better for your clients--Schedulicity or GenBook?

I am curious to see how many therapists are utilizing online booking companies to enhance their businesses! Have you used these companies or another one? Have you had a good or bad experience? Most importantly, how do your clients like the "convenience" of booking appointments themselves?

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Permalink Reply by Don Aldrich on June 9, 2014 at 1:02pm

Philip,

Genbook customer service what is that.

 

Philip Whitmore said:

I have a small clinic with 8 massage therapists and we have used Genbooks for about a year and a half. The pros are that our customers do not have to have passwords, etc. They do not need to log in to set an appointment. I have never heard a negative remark about our online scheduling and I hear over and over how easy it is. I also like the collection of reviews that are posted on the web and that we can use in our marketing. That's a wonderful feature. For the most part I am very happy with Genbook. However, they have terrible customer service. There is no way to call them or chat online. In order to comment or ask a question you have to go through the Q&A page, navigate around until you find a place to make a comment and then hope that someone sees it, understands it, and responds in a helpful way. This does not always happen and has caused me much frustration. I would switch just for this reason if I found another site as easy to use but I haven't found that yet.

 

-Philip Whitmore

Director, Siskiyou Massage Clinic

Ashland, Oregon

Permalink Reply by Ryan Baker on June 9, 2014 at 2:47pm

Hi chaps

I can guarantee that my support team at Timely (www.gettimely.com) will give you fantastic support. We're becoming famous for it and we also have a relentless dedication to implementing changes in the Timely scheduling software based on the feedback we receive.

You'll never look back :-)

Cheers,
Ryan

CEO

Timely


Don Aldrich said:

Philip,

Genbook customer service what is that.

 

Philip Whitmore said:However, they have terrible customer service. There is no way to call them or chat online. In order to comment or ask a question you have to go through the Q&A page, navigate around until you find a place to make a comment and then hope that someone sees it, understands it, and responds in a helpful way. This does not always happen and has caused me much frustration. I would switch just for this reason if I found another site as easy to use but I haven't found that yet.

 

-Philip Whitmore

Director, Siskiyou Massage Clinic

Ashland, Oregon

Permalink Reply by Cathy Griffin on November 8, 2014 at 3:31pm

I seldom write negative reviews, but having been a Genbook customer for over six years, I feel it's time to alert potential customers of a few of their downfalls. We use their services for a wellness center mainly offering massage and skin care. In general, I have been unhappy with their interest in fixing known bugs, such as sending clients confirmation and email reminders when they are set up as recurrent appointments. I have repeatedly brought up my concerns and been told they do not have any idea when they will fix the problem. They have known about the bug for well over a year.

Our clients love the simplicity of Genbook. Generally speaking, their customer service is outstanding and the simple features they offer usually work well. If it were not for the fact that exporting important data collected after six years was impossible, I would change software.

If you're considering using them, I would ask them for a list of known bugs and whichever ones are important to you, ask when they plan on fixing them.

Permalink Reply by Philip Whitmore on November 10, 2014 at 2:47am

It's been a few years since I replied to this and I thought I would put my two cents in again. I finally became too frustrated with Genbooks customer care and exported as much of our customer information as I could. I have been using Mindbody now for almost 3 years and I highly recommend them. It was pretty easy to import the information into Mindbody that I exported from Genbooks. They have 24 hour customer service 7 days a week. You can literally call them anytime. They are knowledgeable and friendly. They have a great POS system and incredible features that have taken a great deal of my work load from me. It's a more complicated online scheduling system for our clients. Everyone needs to have a secure login because, as a client, you can access information such as your past appointments, your future schedule, any documents that you may have uploaded, insurance information, and you can pay for appointments individually or automatically. We don't have the same percentage of clients using our online scheduling now as we did with the simpler service of Genbook but it's worth what we gain. Scheduling over the phone is still a great option...

Permalink Reply by Marc Woodward on November 11, 2014 at 9:21pm

Hi Cathy,

Thanks for your honest and balanced feedback – we certainly appreciate your comments. And thank you for being such a loyal Genbook user. It’s clear that you care very much, and we are sorry to hear that we've let you down regarding this particular bug. You are correct that we are aware of it and you should know that we do plan to fix it as part of a larger improvement to the way we handle recurring appointments. As you may have seen, we have recently made significant improvements to the Genbook platform, and there is much more to come!

I’ll have one of our Customer Support reps reach out to you to address any other concerns you may have.

Regards,

Marc

Marc Woodward | VP Business Development | Genbook


Cathy Griffin said:

I seldom write negative reviews, but having been a Genbook customer for over six years, I feel it's time to alert potential customers of a few of their downfalls. We use their services for a wellness center mainly offering massage and skin care. In general, I have been unhappy with their interest in fixing known bugs, such as sending clients confirmation and email reminders when they are set up as recurrent appointments. I have repeatedly brought up my concerns and been told they do not have any idea when they will fix the problem. They have known about the bug for well over a year.

Our clients love the simplicity of Genbook. Generally speaking, their customer service is outstanding and the simple features they offer usually work well. If it were not for the fact that exporting important data collected after six years was impossible, I would change software.

If you're considering using them, I would ask them for a list of known bugs and whichever ones are important to you, ask when they plan on fixing them.

Permalink Reply by Cathy Griffin on November 12, 2014 at 1:11am
Marc,

Thanks for your response. Cornelia, one of your many outstanding Customer Support Representatives (probably a manager after all of her excellent years of helping customers like myself) is likely very familiar with my name because of the number of times she has helped me. She has even gone way out of her way to call me to discuss issues.

At this point, I am EXHAUSTED from the bugs I've reported over the years, some fixed and some not. As intelligent as your software is, I ask that before anyone "reaches out to me," they search your support logs to identify which issues I've called about and which issues have been resolved, which have not, and time frames for when issues are scheduled to be resolved. The other significant problem that I recall reporting is that the appointment confirmations and reminders do not contain the year.

If the Customer Support Representative's response is similar to Cornelia's response (below) - nothing personal against her - she's just doing her job - I'll be unhappy.

While I do not think this is the best forum to discuss this level of detail, and I have no intention to continue it here, I think it is an honest representation for potential customers to see both sides of the story.

Thanks again Marc.

Cathy Griffin

Cornelia's 10/3/14 response:
Hi Cathy,

I understand your frustration regarding the confusion some of your customers are experiencing. I'm afraid, however, that the product team has alerted us that change you are requesting is not one we can expect to see in the next couple of months or so. They haven't given a time frame on it. I'm very sorry about that.

Sincerely,


Cornelia
Genbook Customer Care


Marc Woodward said:

Hi Cathy,

Thanks for your honest and balanced feedback – we certainly appreciate your comments. And thank you for being such a loyal Genbook user. It’s clear that you care very much, and we are sorry to hear that we've let you down regarding this particular bug. You are correct that we are aware of it and you should know that we do plan to fix it as part of a larger improvement to the way we handle recurring appointments. As you may have seen, we have recently made significant improvements to the Genbook platform, and there is much more to come!

I’ll have one of our Customer Support reps reach out to you to address any other concerns you may have.

Regards,

Marc

Marc Woodward | VP Business Development | Genbook


Cathy Griffin said:

I seldom write negative reviews, but having been a Genbook customer for over six years, I feel it's time to alert potential customers of a few of their downfalls. We use their services for a wellness center mainly offering massage and skin care. In general, I have been unhappy with their interest in fixing known bugs, such as sending clients confirmation and email reminders when they are set up as recurrent appointments. I have repeatedly brought up my concerns and been told they do not have any idea when they will fix the problem. They have known about the bug for well over a year.

Our clients love the simplicity of Genbook. Generally speaking, their customer service is outstanding and the simple features they offer usually work well. If it were not for the fact that exporting important data collected after six years was impossible, I would change software.

If you're considering using them, I would ask them for a list of known bugs and whichever ones are important to you, ask when they plan on fixing them.

Permalink Reply by Mystro | Massage Software on May 27, 2015 at 6:29am

You may want to also check out Mystro. Mystro is specific to health, wellness and fitness professionals looking to use online business management and scheduling software in their business. 

Head to www.mystro.co to find out more about Mystro. Mystro also has Free and Paid plans

Here is a few screen shots to give you an idea about what the software looks like and some of the features.

Mystro's CRM


Mystro's Automated Invoicing


Online Booking Widget - Coming Soon

Permalink Reply by Jenae Jeffers on June 2, 2015 at 3:28am

I use FullSlate.  I've tried some of the others and while this one is not perfect (it doesn't do couples massages) it's the best I've found. I have it on Facebook and I've integrated it into my website.  If you check out how it looks on my website (www.StellarMassage.com/Scheduling.asp) it doesn't look the way it looks simply using the regular widget, I've customized it using other widgets in order to shorten my services menu.  It's easy to set up so clients can pay when they book (I use PayPal).  Their customer service is very good about helping you customize your site and find options you didn't even know they had.  It provides templates for emails that you can easily customize and you can add your own.  It's also been purchased by Intuit so it syncs with Quickbooks.  There are a lot more features, but those are some of the things most important to me.

Some of the major things I didn't like about others were that you could not customize emails easily or at all, they forced you to use their merchant service (accepting credit cards), or they didn't show enough info on the schedule.

Permalink Reply by Jennifer Branch on May 2, 2017 at 10:09am

I'm new to massage therapy and I'm looking to automate my scheduling procedure.
I found this scheduling form: https://www.elbowspace.com/FRHformexample155
that seems to fit the bill. Before I pull the trigger, I would like to get some
opinions on other software that might be better.
Anyone have experience with this or any other massage software?

Thanks Jen

Permalink Reply by Gary W Addis, LMT on May 2, 2017 at 10:10pm

Massagebook hasn't been mentioned by anyone yet. You should check it out also before committing. Massagebook contains modules for everything a massage business needs--

Free Business Website Listing
Scheduling Software
SOAP Notes
Client Intake Forms
Online Scheduler
Appointment Reminders
Client Database
Email Marketing
Credit Card Payments
Facebook Integration
Phones & Tablets
SEO Optimization
Gift Certificates
Outcall Booking
For the Therapist
Features to help every Massage Therapist.
Free Individual Website Listing
Reviews
Manage Your Availability
Community
Jobs-------

....and its cost is only $29 per month for everything for unlimited number of staff.
https://www.massagebook.com/marketing/features/

Permalink Reply by Jennifer Branch on May 3, 2017 at 8:43am

Thanks Gary I'll look into it.

Permalink Reply by Mattias Crispién on May 8, 2017 at 8:30am

Im just about to ask this one. glad i found this. looking forward for some postive replies to help me too...

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