Customer Reviews (100)

Dolly Paredes • 2025-03-22T23:31:02.657Z

I love this booking app

Kenny Jones • 2025-03-22T13:58:22.359Z

after having an issue I took to social media and they finally were able to make right on the situation. Chat support and the call center were far from empathetic but their social media team was able to get me a fair resolution to my problem, excited to continue using them moving forward.

Fernando Rivera • 2025-03-22T13:49:27.740Z

The best

Summary of Key Insights

Booksy Biz appears to be a generally well-received app for business management, particularly within the beauty and salon services industry. Its strengths lie in its ease of use, client self-service booking capabilities, and business management features. However, significant pain points exist around customer service responsiveness, issues with the "Boost" feature, and recurring login and functionality bugs. The overall sentiment is positive, but the negative reviews highlight critical areas needing immediate attention.

  • Overall Rating: Positive, but with notable negative feedback.
  • Score Distribution: 5-star (59%), 4-star (12%), 3-star (2%), 2-star (7%), 1-star (20%)
  • Key Strengths: Ease of use, client booking, business management features.
  • Key Weaknesses: Customer service, "Boost" feature issues, app bugs/glitches, login problems, billing discrepancies.

Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: Not explicitly stated, but assumed to be recent based on the version number and review content.
  • Analysis Methods: Sentiment analysis (qualitative assessment of positive, negative, and neutral feedback), keyword extraction (identification of frequently mentioned terms and issues), and thematic analysis (grouping of reviews based on recurring themes).

Key User Pain Points

  • Customer Service Issues: A significant number of users report negative experiences with Booksy's customer service, citing unresponsiveness, unhelpful support, and difficulty resolving issues. This is a recurring and impactful problem.
  • "Boost" Feature Problems: Many users complain about the "Boost" feature, claiming they are charged for existing clients or clients who found them through other means (e.g., referrals, social media). This leads to frustration and accusations of fraudulent billing.
  • App Bugs and Glitches: Several users report technical issues, including login problems, inability to modify appointments, and incorrect appointment slot durations. These bugs negatively impact the app's usability and reliability.
  • Billing Discrepancies and Refund Issues: Users report issues with unexpected charges, difficulty obtaining refunds, and concerns about payment processing.
  • No-Show Protection Issues: Some users claim the no-show protection is ineffective, as clients can request chargebacks, and Booksy allegedly does not adequately support the business owner in these situations.
  • Google Bookings Integration Issues: Some users experienced problems with the integration and linking with Google Bookings, including unwanted linking and difficulty removing the integration.

Frequently Requested Features

  • Improved Client Data Export: Users want the ability to easily export client data.
  • Referral/Rewards Program: A referral and rewards program for clients booking through Booksy is desired.
  • More Flexible Payment Options: Users want smoother payment processing, especially for packages and alternative payment methods.
  • More Control over Google Bookings Integration: Users want easier and more transparent control over how Booksy integrates with Google Bookings.

Strengths and Positive Aspects

  • Ease of Use: Many users praise the app's intuitive interface and ease of navigation.
  • Client Self-Booking: The ability for clients to book appointments online 24/7 is highly valued.
  • Business Management Tools: Users appreciate the app's features for managing appointments, clients, staff, and documentation.
  • Payment Processing: The ability to process payments directly through the app is seen as a positive.
  • Marketing Tools: The built-in marketing features are appreciated for helping businesses grow and engage with clients.
  • Convenience and Organization: Many users find the app convenient and helpful for staying organized.

Prioritized Action Recommendations

High Priority:

  • Improve Customer Service: Address the widespread complaints about customer service by increasing responsiveness, providing better training to support staff, and streamlining the issue resolution process.
  • Fix "Boost" Feature Issues: Investigate and resolve the issues with the "Boost" feature, ensuring accurate attribution of new clients and fair billing practices. Implement clearer communication and transparency around how the feature works.
  • Address App Bugs and Glitches: Prioritize fixing the reported bugs and glitches, particularly those affecting login, appointment modification, and appointment slot durations. Implement thorough testing before releasing updates.

Medium Priority:

  • Enhance Payment Processing: Streamline the payment process, especially for packages and alternative payment methods. Address the reported issues with payout functionality.
  • Improve No-Show Protection: Strengthen the no-show protection policy to better support business owners in chargeback disputes.
  • Google Bookings Integration Control: Give users more control and transparency over the Google Bookings integration. Make it easier to remove Booksy from Google Bookings if desired.
  • Client Data Export: Implement a feature to allow users to easily export client data.

Low Priority:

  • Implement Referral/Rewards Program: Consider adding a referral and rewards program for clients booking through Booksy.
  • Tipping Option Placement: Improve the placement of the tipping option to make it more intuitive for users.

Opportunities for Startup Ideas

  • Customer Service Focused Booking App: A booking app that prioritizes exceptional and responsive customer service, addressing the significant pain point identified in the Booksy reviews.
  • Transparent and Fair "Boost" Alternative: A marketing feature within a booking app that offers complete transparency on client attribution and avoids charging for existing or non-attributable clients.
  • Highly Reliable Booking App Platform: A booking platform that focuses on stability and reliability, with rigorous testing to minimize bugs and glitches, particularly after updates.

Trends and Observations

  • Language Preference: The majority of reviews are in English, but there are also reviews in Spanish, indicating a need for multilingual support and localized features.
  • Focus on Beauty/Salon Services: The reviews heavily skew towards users in the beauty and salon services industry, suggesting that Booksy is particularly popular in this sector.
  • Negative Sentiment Around Updates: Some users express frustration with frequent updates that introduce new problems or change existing functionality.

Conclusion

Booksy Biz is a valuable tool for many businesses, particularly in the beauty and salon industry. However, the negative feedback regarding customer service, the "Boost" feature, and app bugs highlights critical areas that need immediate attention. Addressing these issues will significantly improve user satisfaction and reduce churn. The development team should prioritize fixing existing problems over adding new features until the core functionality is stable and reliable.

Overall Recommendation: While Booksy Biz offers a robust set of features, its long-term success depends on improving customer service and resolving the reported bugs and billing issues.

Original App Link

https://play.google.com/store/apps/details?id=net.booksy.business