Do You Own Your Customer Base? Digital Platform Insights
Today, various businesses are already well-versed in using online booking and automation tools. Yet a notable concern has surfaced among entrepreneurs: these platforms often lure clients to their own portals, pushing services from rival companies.
We decided to conduct an analysis covering the 5 most globally prominent booking platforms: Mindbody, Vagaro, Altegio, Treatwell, and Booksy. In this article, we’re going to take a look at which of them tend to “encroach” on customer bases.
The majority of services provide essential features for small business management, including:
- Scheduling and Appointment. Tools to help organize and modify appointments efficiently, along with enhanced client profiles that support segmentation, historical data (such as visit dates), and comments about the visit.
- Multi-location Management. The ability for businesses with multiple outlets to manage operations centrally. Altegio, Mindbody, and Vagaro are the only platforms that allow for that.
- Customer Base Management. Tools to re-engage past customers and maintain relationships with regular ones.
- Analytics and Reporting. Insights into such metrics as customer retention, employee performance, resource utilization, and more.
- Notifications. Automated reminders and confirmations for appointments via various channels such as messengers, SMS, or email, along with mechanisms to gather client feedback.
- Loyalty Programs. Opportunities to develop and manage loyalty schemes and memberships.
Need a boost for your email templates?
Need a boost for your email templates?
Altegio
Website: https://alteg.io/
Established: 2022
HQ Location: Budapest, Hungary
Starting Price: $11 / month
Number of Clients: 10,000+ clients from 84+ countries
Business Model: software subscription with no hidden fees
A fresh but standout solution, Altegio distinguished itself in the market as the sole booking and scheduling app that avoids “encroaching” on the customer base. While the company does market its own mobile app to your clients, they won’t encounter your competitors or any unbooked businesses. This contrasts with other platforms that aggressively promote their apps showcasing unlimited deals from numerous, and sometimes competing, businesses.
Altegio primary features:
1. Fast, highly adaptable booking widget that integrates directly with your brand:
- Effortlessly adapts to your brand style to make it look like a first-party solution and seamlessly integrates with your company’s primary online platforms such as Google Maps, Instagram, and Facebook.
- Streamlined booking interfaces offer fast response and reduce wait times, while direct service payments through the widget enhance convenience and simplify transactions.
- Can be used to advertise special deals and promotions, aiding in both customer acquisition and retention.
- Multiple language support makes it an excellent choice for international clients.
2. Aunio, a free mobile app created to streamline customer interactions with the business:
- With Aunio, customers can easily rebook for previously visited places and buy or renew memberships and gift cards directly through the app.
- Businesses can set up and display cashback balances for customers, fostering loyalty with flexible bonus programs.
- Send an unlimited number of free notifications to your customers via the app.
- Add promotional stories to company profiles, complete with images and booking buttons.
3. A number of opportunities for chain management, taking into account that the core audience of the product is larger clients:
- Altegio offers a centralized platform to manage all branches or service points, from scheduling and staff management to inventory tracking. Store all customer data in one place to easily track visit history and preferences, and manage loyalty programs.
- Large networks with branches located in different cities can use one online booking link, allowing customers to choose the most convenient location without hassle.
- Access to robust data analysis and reporting tools for each branch and the entire network, providing valuable insights for strategic decision-making.
4. Customer support:
- Effective customer support, with guidance on every stage of connection and implementation: from sign-up to full launch.
- Multi-channel support is available via phone, social media, email, and WhatsApp. The average response time is around 3 minutes.
- Initial training for staff and ongoing training for new hires are provided free of charge.
Booksy
Website: https://booksy.com
Established: 2014
HQ Location: Warsaw, Poland
Starting Price: €34.99 / month
Number of Clients: N/A
Business Model: software subscription + commission for bookings from the marketplace + payments commission
Next on our list is Booksy, based in Poland. The platform emphasizes the sharing of customer networks among its clients as a central aspect of its business strategy. We observed that the platform does not levy a fee on bookings from returning customers; rather, it concentrates on distributing its app for free through customer networks and promoting competitive deals.
Booksy primary features:
- Easy Booking. Customers can effortlessly find open appointment times and book services online via the mobile app or website.
- Map Search. Users can explore salons on a map and choose a location that suits them best. This feature helps to locate venues in the most accessible area and schedule services accordingly.
- Reviews and Ratings. Users can submit reviews and rate various professionals to assist other customers in making the best choice.
- Commission Structure. The commission Booksy charges might differ based on the geographical area and the specifics of the partnership.
Treatwell
Website: https://www.treatwell.co.uk/
Established: 2008
HQ Location: London, UK
Starting Price: €30 / month
Number of Clients: 25,000+ businesses across Europe
Business Model: booking commission (up to 20%) + advanced accounting functionality subscription
Treatwell is an online platform that allows users to search for and book various spas, beauty parlors, and wellness centers. Our analysis revealed that business users expressed concerns over high booking commissions (even for repeat customers) and the necessity to offer substantial discounts in order to attract new clients.
Treatwell primary features:
- Extensive Service Range. Treatwell provides a vast number of services from different venues, including pedicures and manicures, hairdressing, spas and massages, and more.
- Promotions and Discounts. A wide range of special deals and price cuts are offered frequently, enabling customers to spend less on services.
- Paid Listings. The platform provides paid promotion opportunities, such as priority placement in search results and platform advertising. This, in turn, allows businesses to gain significantly higher visibility.
- Payment Processing. Online payments are processed through Treatwell, with funds transferred to the business after commission deductions.
- Ratings and Reviews. Clients can rate and leave reviews for salons and services, aiding recently registered users in selecting the best possible options.
Need a boost for your email templates?
Need a boost for your email templates?
Mindbody
Website: https://www.mindbodyonline.com
Established: 2000
HQ Location: California, USA
Starting Price: $120 / month
Number of Clients: 60,000+ businesses
Business Model: software subscription + commission for bookings from the marketplace + payments commission
A renowned business management platform specializing in the fitness and wellness sectors, Mindbody actively markets its solution for the beauty industry and ClassPass for fitness.
Mindbody primary features:
- Selection of Services. The Mindbody marketplace provides a diverse selection of services: from yoga studios to gyms, beauty parlors, and numerous other establishments.
- Flexible Fees. The fee Mindbody imposes on businesses for reservations and appointments via the marketplace can fluctuate based on factors like location, business type, and partnership conditions. Generally, this commission varies from 2% to 10% of the service price.
Vagaro
Website: https://www.vagaro.com
Established: 2009
HQ Location: California, USA
Starting Price: $30 / month
Number of Clients: 50,000+ businesses
Business Model: software subscription + commission for bookings from the marketplace + payments commission
Vagaro offers a reservation and scheduling system for different enterprises, such as beauty salons, wellness centers, and fitness studios. The primary focus is placed on marketing Vagaro’s mobile app to consumers and ensuring an easy booking experience. We’ve discovered that Vagaro’s self-advertising is subtler compared to other players in the industry.
Vagaro primary features:
- Promotion of Services. Companies can use the platform to advertise their services and gain new clientele. Vagaro offers resources to enhance service visibility on the platform and attract more customers as a result.
- Customer Management. The platform includes various features for maintaining customer relationships and managing the user base, such as tracking appointment histories, preferences, and feedback.
- Reporting and Analytics. Vagaro delivers detailed analytics and reports covering different facets of the business, aiding owners in making balanced decisions.
Payment Processing. Vagaro supports integration with various payment solutions, enabling businesses to process payments online (a fee is applied for online transactions).
Bottom Line
Most platforms tend to charge fees and serve as a marketplace to lure a broad audience. Yet sometimes, this method can lead to your customers being drawn to competitors (for example, through banner advertisements).
While we’ve analyzed various parameters and indicators, a key factor to consider here is the platform’s respect for customer bases. In this regard, Altegio stands out as a clear leader. It guarantees that you can preserve customer loyalty and concentrate on expanding your business rather than worrying about client defection to rival services.
And, of course, if you want to enhance customer interactions even further, try other effective solutions as well. For example, you may try call tracking for your business to boost the quality of your services and, as a result, increase profits and customer satisfaction.
Need a boost for your email templates?