Momence

Pros

Extremely easy to use from the administrative side

Cons

Clients occasionally report glitches in payment processing as well as receiving links to class signups at the beginning of their payment cycle - this has been an ongoing issue and has always been resolved, but sometimes it has taken up to 5 days to resolve

Pros

I love the simplicity, the elegance of the app, the richness of features and the pace at which they make changes. I also love the availability of support both chat and phone. I love that the product and dev teams act on feedback quickly. I think its fairly well priced for the feature set and if they keep improving at the pace that they are then I'm looking forward to the future.

Cons

The biggest draw back for me was the data migration. I'm utterly disappointed that
1) they did not disclose how limited there import approach was, in fact it was the opposite
2) it seemed like they let me put a tonne of instructions to gather to placate me, then they promptly ignored a lot of it
3) decision were made on my behalf (e.g. they imported my appointments as events, they showed the appointments payment as taken by the person that imported them on the date of the import rather that the original data)
4) the team didn't think to look at anomalies or confirm anything with me or do any data checks or reviews before committing the data it's been 2 months and my data is still useless. The thing the migration team did really well which I thank them for is consolidating duplicates and importing our gift cards.

Alternatives Considered

Reasons for Choosing Momence

Switched From

Reasons for Switching to Momence

Pros

clean interface is pretty much the only thing that's a pro, and the cons monumentally outweigh any pros. If you're considering momence, please for your time/sanity/wallets sake... DONT SIGN A CONTRACT WITH THEM

Cons

i hate how clunky and non-custmizable the embeddable widget is - momence does not care that their widget isn't mobile friendly. I also HATE they force you to give them a backlink from your website to momence.com improving their SEO - we pay you $300 go buy your own backlinks don't force us to promote your product.

The review generation sucks you can't customize the messaging or sequences sent for reviews so good luck getting your clients to leave reviews from the "automation" momence provides

The CRM is even worse. They allow you to create custom fields for data you collect in your FB ads, but they DO NOT allow you to create custom fields in your email or SMS messaging - imagine how infuriating it is for us for example - we have a massage studio and when people respond to our ads they give us a prefered appt time - we have to MANUALLY reply to each one bc momence doesn't have features CRMS from 5 years ago have.

Yes i've reached out to their team about this numerous times and from the bottom all the way to the co-founders, they have brushed off the suggestion.

Oh - lead management? you're forced to manage leads in small batches - of course they provided a CSV IMPORT feature but no CSV export feature (probably bc they want to make it as difficult as possible for customers to leave)

But bc of the limitations of their CRM today their support suggested the only way i can get to that data is to manually export data (since the lead management panel only shows a limited number of fields the task of exporting a months worth of leads so we can actually contact them the way we want to? that will literally take hours and hours and hours)

Which btw, if you like chat support from overseas by people who are still learning english, you will LOVE momence.

If you expect competent support from people who know and understand their own product? Yeah keep looking, momence aint it.

Alternatives Considered

Reasons for Switching to Momence

Pros

Easy-ish to set up and manage. Easy to embed on website. Basic immediate support for the easier questions. Regular features. Economical compared to most booking systems.

Momence are constantly improving and changing things.

Cons

Customer service are polite but they use a script and it is infuriating. They also have almost no understanding of the app or how it works. The answers they can give are very very limited. After spending a long time going round in circles explaining to them their own app, they then escalate it to the developers/. The developers usually take a week, or more to reply. This is of course of no use if you are running a class that day or have an event which needs marketing. Losing a week is a long time. The developers respond by email and if not resolved will take anything from a day to two weeks to respond.

After a year I am being driven quite mad with this.

The limitations on embedding on a website are problematic, You can only embed one type of class/ event per web page. So I am having to design my site around that.

Momence are constantly improving and changing things, but this can often affect the price - hugely. Especially for smaller businesses like mine. So I have to keep an eye on this and find ways around some of their higher fees.

They are catering less and less for roaming businesses, that don't have a permanent home.

Alternatives Considered

Reasons for Switching to Momence

Pros

They are pro active at keeping the software updated and adding new features that enhance the customer experience and the admin experience.

Cons

Sometimes I have to do a workaround if an instructor wants something that the software just isn't set up for. But I have always been able to find a workaround.