In our experience, the integrated credit card processor breaks far too often which halts our ability as a business to schedule appointments (because they require a deposit) and accept client payments for services. Other functionality “breaks” or outages happen far too often for us to consider ClinicHQ reliable software.
I think any business can benefit from Acuity Scheduling. In my experience, however, and maybe I just haven’t found the correct settings yet, it’s been difficult to manage 4 business schedules with multiple employees and varying hours that change day-to-day and week-to-week. So I definitely would recommend it to more simple business models with set hours, as it seems like it would have all the functions one might need. I still would recommend to more complex businesses like mine as well, but also include discussion of some of the potential drawbacks.
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Clicking on the link opens up my calendar, which has an uncluttered look, making it easy for my prospects and clients to review their options and make their choice.
I am able to customize my schedule, the types of appointments I want to offer, and even decide how many appointments I want in a day. There are so many details that I can customize.
I can customize how my calendar and emails look for my prospects and clients so that I come across professional and coordinated. I want the look of my business, website, etc. to have a polished, cohesive, and interesting presence.
I love that there is a workshop/class/series option for my workshops. My attendees reserve their place and pay upfront. I can duplicate these events or add future dates. It's wonderful. This saves us a lot of time and is so convenient.
I haven't had any trouble with my scheduler. It works flawlessly, so I don't have to take time out of my day to fix, troubleshoot or call customer service.
I love that I can add questions for my prospects to answer right away before booking a call. This means 3 fewer steps for me. 1. They answer these questions without an email from me. 2. They make their reservation and get a follow-up email, right away. 3. I customized the follow-up email with more details and actions to take to prepare for our call.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
In our experience, some basic functionality requires multiple steps to complete. Would like to see more efficiencies in the core functionality.
ClincHQ provides minimal support to clients. During our service period with ClinicHQ, there were only two employees available to all clients for support. There was no implementation management and support tickets lacked meaningful information and was usually not resolved to our satisfaction. We got most of our support/help with issues from other users in a Facebook group. Clinic HQ stated recently that they have nearly 500 clients. Hiring more employees to provide quality support to clients would be a plus.
Customer Service - Clinic HQ is privately owned. The owner is involved with support and is unprofessional, rude, and openly insulting to clients. In my experience, questions and feedback are taken as personal attacks and the owner attacks back. This has no place in business and is something we could not waste our time on since we have such a busy clinic. The messaging from the owner seems to be take it or leave it. I’ve never worked with a software company that operates this way. Listening to client feedback without taking offense and working with clients as partners would be a much better approach.
ClinicHQ has a dated user interface and could be upgraded to include more efficiencies in the core functionality. However, it is privately owned and it appears unlikely that they can do a major product overhaul/upgrade due to lack of funds.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Acuity Scheduling has been very reliable. If you don't believe me, check out their status page here. They do a pretty decent job maintaining their app. To be fair, it's a pretty simple tool so they shouldn't run into too many hiccups given it doesn't feature near as many options as other applications on the market run.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
It is very easy to use once you get to know the program but with years of working with the program I am still finding new things that I had wished I knew about earlier. I feel like aspects of the website become hidden that would help productivity a lot if I knew they existed beforehand.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Every time I had a question on how to do something or had any issues with Acuity Scheduling, mainly in the very beginning, when I was learning the platform, customer service was excellent. They were prompt to respond, friendly, and very helpful until I had the right solution.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We selected Clinic HQ as a brand new clinic because to us on paper they had everything we needed to run the business. In actuality, some of the software functionality did not work as advertised, and they lack quality support and support staff. They also seems to be loose with their software development methodology or lack it completely.
In the case of Schedulicity, the system was awesome (very easy to set up and had some nice features) but did not offer the functionality and flexibility that AcuityScheduling does. In the case of SimplyBook.me, they offer lots of functionality but the interface is extremely complex and you pay a la carte for features so you're going to pay exponentially more for the same set of features as compared to AcuityScheduling. Their customer service was also lacking, in my opinion.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The monthly fee is $199 but, in our experience, the costs for the labor/time to resolve issues ourselves or work with support added about $200-$400 more in admin costs per month.
When there was a credit card processor outage, functionality in ClinicHQ was impacted so our clients could not schedule appointments because a deposit was required resulting in lost clients and lost revenue, appointment reminder emails and notifications could not be sent so we had a 10-20% no show rate on those days resulting in lost income, and clients could not pay online prior to check-out and instead had to wait in long lines for a staff member to manually key in their credit card data resulting in a very poor and frustrating client experience.
In our experience, the poor technical support and customer service was stressful and time consuming for our staff. Clinic HQ seems to value their time and costs over their clients’ time and costs. Because software is key to our high volume business and daily operations, we could not continue working with this software provider. Having only 3 U.S. employees to support U.S. clients, having outages of key functionality, and having no funding for major upgrades and new functionality were big drawbacks for us.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
