With Glofox, we still get to run the business despite the pandemic.

What are the best aspects of this product?

When COVID 19 came in a few months ago, things started to become shaky in our business. I thought that the company would not make it due to some significant changes that we and other industries had to go through. I am pleased that GloFox gave us unwavering support in transitioning our business into the online world so we could continue to keep our clients and gain a handful of new ones. They never ceased to provide us with updates on how to go about specific protocols that would involve our clients and make sure that we are comfortable with this current set up. I want to give a special shout out to their help desk team who stood by our side through thick and thin. I appreciate all of the help, tips, videos, and meetings that you guys organized for our company. We would remain operational without your constant help and support.

What aspects are problematic or could work better?

The administrators of Glofox informed us that we are supposed to see significant changes and upgrades on the product specs stating early to mid-2020. We were too excited to see these features that we started informing our clients about it, but it's been four months, and nothing came. I guess that as a client, we should learn to adjust our expectations, especially if there is a pandemic going on. But as a service provider, I think that Glofox should hold on to its promise to keep their clients satisfied. It isn't very pleasant because our customers have been asking us about the new features. Up to this date, we could not give them a definite timeline for these things. I have been addressing Glofox's online booking system, wherein it doesn't allow club members to book multiple sessions successfully. Many clients prefer to book classes 1-2 weeks in advance to manage their schedules efficiently. The problem is that this doesn't apply to all customers, which causes chaos and multiple complaints. I wish that Glofox can develop a standard booking process that involves "ALL ACTIVE and PAYING CLIENTS" to be fair to everyone. If everyone is in the same place, my staff would have to deal with angry clients and repeatedly explain things. As a business owner, I would like Glofox to fix their booking issues because I would like to retain my current headcount for the online classes. If they don't do something about this, there is a possibility that my company would lose more clients. This is due to not giving the option to book classes a month in advance.

What specific problems in your company were solved by this product?

When I first subscribed to Glofox about two years ago, I was disappointed with the product. I am always struggling to get in touch with their customer service team. I would call in the morning, wait for close to an hour before someone would pick up, and take note of my issues. However, when I repeatedly raised this concern by giving them DSAT scores, the situation improved. I now like how they speak to their clients and take ownership of the issue from start to finish. A few months ago, COVID 19 came, and we started having more challenges because we were forced to close down our business for some time. I hope that Glofox can continue to find ways to strengthen communication lines with our existing clients. The system is supposed to send them automated reminders via e-mail, SMS, or social media accounts. But there are instances wherein we failed to communicate these updates successfully due to system glitches. Anyway, they are getting better when resolving our issues, so I guess that I have to give them extra credit for that.

Are you a current user of this product?

No