Momence - Avis

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

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.

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.

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.

I like the texting and in app features. That is about all.

We moved to momence because they "SOLD" us on we are so much better than wellness living. That won't happen here. Don't worry you will love this softeware more because its newer. Ever since we became customers it has been Thanks for your business, talk to you later. Billing issues, App issues, Software outages, Clients not being billed properly. Reports not working. Wish we would have stayed with Wellness living! At least the issues would have been the same and we would have been in the boat we are in without paying more for a system and software that we were told was better than WL. Don't recommend them. You get what you pay for and there are far better options than momence.

There isn't much to like. Although they were very responsive when I set up my business nearly two years ago, it was all downhill from there.

There is a lack of support and customer service. There is no easy way to cancel a business account. I've been trying to get someone to cancel my account for two months. In the meantime, I keep getting charged monthly, and I'm no longer using it.

Easy to get a chat agent. It’s a bit less expensive than if you go with one of the more established small business software providers

Chat agents are often very unfamiliar with the software so it takes a long time to get and answer. In the several times that my issue has been upgraded to the Email team. I’ve been told they would be in touch with within the next few hours. To date I’ve never heard from anyone on the email team. I’m not sure if it even exists.

Momence is a rudimentary software for fitness businesses. They present themselves well and is simple to use if you don't have many clients or classes scheduled.

over time there have been multiple issues and glitches in the software. They can take months to respond and with our latest issue, it has been 2 months with no follow up even though they have said it's been escalated and put on high priority. I hate to think how slow low priority is.
With other software we have used, a late cancellation would usually mean a lost credit however, we have noted multiple clients who have been able to rebook with their credit after a late cancellation.
We were also overcharged by over $10000 once which was another mess.
I could go on and on with all the issues we have faced. Any pros are most definitely outweighed by the cons.

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.

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.

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

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.

It used to be good 2+ years ago. Something drastic has changed and it’s very disappointing.

Customer service and support is beyond a joke.

I love the simplicity of Momence. There are no complicated interfaces - everything makes sense and is easy to set up and use. Momence has thought of almost everything you need to run a successful studio and has brought it together in one platform. This means there is no need for complicated 3rd party links to CRM tools or leads management software or a seperate video hosting platform for on-demand classes/courses. Momence puts you in total control of your client journey from prospect to member.

I think Momence can do better in terms of client education. While I can find most of what I am looking for, sometimes the explanations are not overly detailed or don't have a business use case. This could be because they are continually innovating and improving their product. I can envision a "Momence Academy" with step by step guides of all the features and how they can benefit your business. I'm sure it's on the roadmap!

I love all the features and fucntionality! Especially the integrated CRM that includes texting, email and staff reminders. The ability to create automated marketing sequences. The On Demand Video Library and easy livestream Zoom integration. The customized permissions that you can assign to teachers and staff. The review management funtion, leads integration, live chat support, marketing support and their mobile app. Momence was one of the only studio software that had everything we needed!

The on boarding was a bit of a challenge. We had some issues with the transferring of data from our previous software and a couple bumps in the road on transition day. The software takes awhile to learn and is not as intuitive or user friendly as I would like for set-up and ease of use, but now that I'm more familiar and comfortable using it, I am very happy we made the switch.

Service and customer support of real people

Our data transition was a little rough moving from Mindbody to Momence, which I think is to be expected with 5 studios and large membership bases. Momence support team really did do their best and were always contactable through the period.

The employees at Momence are top notch. From the experience from the sales process with [sensitive content hidden] to the onboarding process with [sensitive content hidden] has truly been exceptional. This platform and this team is a 10/10!

Not HIPPA complaint. We are integrating 3 companies into one and the onboarders are busy with other appts so sometimes we could use a longer onboarding meeting, but thats forcing me to make a complaint. i really dont have any - they have been AWESOME!

their chat support, but they do not have screen share option. So when you have an issue you can't just show them in a screen share. Video database, and zoom integration although this is a huge part of my dislike because it is glitching.

cannot setup a class multiple days a week. If you offer the same type of class two or more days a week instead of being able to select M, W, F you have to set that class up three time's instead of once. Setting up a class takes forever! With so many options, that should just be a template... which they are finally coming out with. Duplicating recurring classes i ran into glitch's, we haven't even fully launched.