There's stiff competition for attention in the tour and activity industry. Customers have far more options than time, so to thrive your company needs to provide a customer experience that inspires repeat visits and positive reviews.Customer experience includes the actual activity, but it’s more than just the hour or two they spend with you. The experience begins the first time the customer encounters your company and continues well after they've gone home.Great customer experience involves providing flexibility, increasing options, and removing obstacles. Here are a few examples of how online booking software can help improve the customer experience at every stage:
1. Customers Can Book on Their Terms
Some business owners still make customers book on the company’s terms. “You must call two weeks in advance between the hours of 10am and 2pm.” “You can only book in person.” “You have to send an email.”With online booking software, the customer is in charge of the experience. They can book online, over the phone, or in person. Booking can be on the day of the activity or weeks in advance. But don't think that means your schedule becomes a free-for-all—admins can set parameters for how soon before an activity a booking can take place and how far out your activities are available.
2. It’s Easy to See the Schedule
Online booking software takes the guesswork out of scheduling for customers. The software can show, in real time, what appointments and equipment are available. Instead of calling the business, or going back-and-forth via email, customers can see their options and pick the perfect time. The process is simple and transparent, helping remove a massive obstacle.
Online booking software shows real time availability so customers can see their options and pick the perfect time
3. Flexible Payment Methods
The days of the “CASH ONLY” sign are numbered. Imagine your customer’s relief at not being confronted with an astronomical ATM fee just to do business with you. Or how delighted they'll be to arrive with the booking already paid, ready to embark on the activity.With the right booking software, customers can pay ahead online, with a card at the moment of sale or even in cash if they really want to. The more flexibility you offer, the better the customer experience.
4. Reminder Emails Keep Enthusiasm Up
One of the advantages of online booking software is that it can automate email delivery before and after the activity. Customers receive a thoughtful reminder of their upcoming trip, with some tips for what to expect and what to bring. These emails keep the customer excited for the activity, set expectations and improve their in-person experience.
5. Customers Can Make Changes
The same flexibility the software brings to booking and payment extends to last-minute changes on the day of the activity. If the customer wants to add a person to their party or reschedule, they may be able to handle the change themselves through the software. But even if they need to speak with you directly, you'll immediately know whether you can accommodate the change, so customers won’t have to wait while you flip through printed (or handwritten) pages or squint at spreadsheets.
6. Follow-up Emails Continue the Positive Experience
Like reminder emails, follow-up emails can be automatically generated and sent after the activity. These emails give you an opportunity to thank the customer, ask for reviews and offer a discount on their next booking. This level of attention makes the customer feel appreciated and assures them that you value both their business and their feedback.
You're in the business of helping people have a good time. The right online booking software supports that mission from the moment a customer decides to book with you to the moment they become a repeat visitor, and that's a win for you both.
Benefits of Online Booking Software
You need booking software to make the booking process faster, easier, and more convenient for both you and your customers. It’s one of the tools that every tour and activity operator should use.
Potential clients no longer need to send an email or call your office during business hours. They can now book a service anytime (and get a confirmation) from their laptops or phones.
From a customer’s point of view, this streamlined process feels effortless. They can easily view available dates and times, select the best option, and receive instant feedback. There are no waiting periods or back-and-forth messages. It’s simple, efficient, and reassuring.
Automation saves businesses time. It frees your staff from tasks like sending confirmations, reminders, and updates. You can process cancellations and rescheduling with just a few clicks, reducing administrative workload and preventing double bookings or missed appointments.
Whether it’s a tour company managing group reservations, a spa offering appointments, or a clinic scheduling patients, online booking software helps businesses run more smoothly. It becomes an essential tool for increasing bookings and creating a better customer experience across any service-based industry.
Read: 9 Benefits of an Online Booking System for Customers
How Do Customer Reviews Play into the Online Booking Process?
People want to know what others experienced before committing to an appointment, tour, or class. That’s why customer reviews can be a deciding factor when it comes to booking services online, especially when they’re detailed and honest.
For instance, a traveler might choose your zipline tour over the competition if reviews mention your staff’s friendliness and adherence to safety measures.
Many online booking platforms make it easier for users to read and leave reviews on booking pages. This is particularly handy for businesses that prefer to keep everything in one place.
Potential customers can now see reviews as they learn more about your services. It also encourages more people to leave reviews right after their experience, helping businesses collect a steady flow of fresh, authentic feedback.
Key Takeaways
- Online booking software removes barriers and keeps the experience stress-free from start to finish. When customers can book anytime, anywhere, they’re more likely to return.
- Automatic confirmations, reminders, and updates reduce administrative work. It allows your team to focus on delivering a great customer experience.
- Real-time availability and instant booking confirmations make the process clear and reliable. These help your customers feel more secure in their choices.
Frequently Asked Questions
What Kind of Businesses Can Benefit from Online Booking Software?
Businesses that depend on appointments, reservations, or event scheduling benefit most from online booking software. Hotels, spas, salons, fitness studios, clinics, schools, and event venues use it to automate bookings, reduce errors, and improve satisfaction. These tools streamline operations and support 24/7 customer access.
Can Online Booking Software Integrate with Your Website?
Yes. Online booking software integrates easily with your website by embedding booking forms, widgets, or APIs. Most platforms support builders like WordPress, Shopify, Squarespace, and Wix. This integration allows customers to book directly without redirection, creating a faster, seamless, and more professional user experience.
Can Online Booking Systems Improve Customer Retention?
Yes. Online booking systems improve customer retention by simplifying scheduling, automating reminders, and offering personalized experiences. Features like saved preferences, loyalty programs, and follow-up messages help build trust and encourage repeat engagement. By reducing friction and maintaining consistent communication, these systems convert first-time users into loyal customers.
Table of contents
There's stiff competition for attention in the tour and activity industry. Customers have far more options than time, so to thrive your company needs to provide a customer experience that inspires repeat visits and positive reviews.Customer experience includes the actual activity, but it’s more than just the hour or two they spend with you. The experience begins the first time the customer encounters your company and continues well after they've gone home.Great customer experience involves providing flexibility, increasing options, and removing obstacles. Here are a few examples of how online booking software can help improve the customer experience at every stage:
1. Customers Can Book on Their Terms
Some business owners still make customers book on the company’s terms. “You must call two weeks in advance between the hours of 10am and 2pm.” “You can only book in person.” “You have to send an email.”With online booking software, the customer is in charge of the experience. They can book online, over the phone, or in person. Booking can be on the day of the activity or weeks in advance. But don't think that means your schedule becomes a free-for-all—admins can set parameters for how soon before an activity a booking can take place and how far out your activities are available.
2. It’s Easy to See the Schedule
Online booking software takes the guesswork out of scheduling for customers. The software can show, in real time, what appointments and equipment are available. Instead of calling the business, or going back-and-forth via email, customers can see their options and pick the perfect time. The process is simple and transparent, helping remove a massive obstacle.
Online booking software shows real time availability so customers can see their options and pick the perfect time
3. Flexible Payment Methods
The days of the “CASH ONLY” sign are numbered. Imagine your customer’s relief at not being confronted with an astronomical ATM fee just to do business with you. Or how delighted they'll be to arrive with the booking already paid, ready to embark on the activity.With the right booking software, customers can pay ahead online, with a card at the moment of sale or even in cash if they really want to. The more flexibility you offer, the better the customer experience.
4. Reminder Emails Keep Enthusiasm Up
One of the advantages of online booking software is that it can automate email delivery before and after the activity. Customers receive a thoughtful reminder of their upcoming trip, with some tips for what to expect and what to bring. These emails keep the customer excited for the activity, set expectations and improve their in-person experience.
5. Customers Can Make Changes
The same flexibility the software brings to booking and payment extends to last-minute changes on the day of the activity. If the customer wants to add a person to their party or reschedule, they may be able to handle the change themselves through the software. But even if they need to speak with you directly, you'll immediately know whether you can accommodate the change, so customers won’t have to wait while you flip through printed (or handwritten) pages or squint at spreadsheets.
6. Follow-up Emails Continue the Positive Experience
Like reminder emails, follow-up emails can be automatically generated and sent after the activity. These emails give you an opportunity to thank the customer, ask for reviews and offer a discount on their next booking. This level of attention makes the customer feel appreciated and assures them that you value both their business and their feedback.
You're in the business of helping people have a good time. The right online booking software supports that mission from the moment a customer decides to book with you to the moment they become a repeat visitor, and that's a win for you both.
Benefits of Online Booking Software
You need booking software to make the booking process faster, easier, and more convenient for both you and your customers. It’s one of the tools that every tour and activity operator should use.
Potential clients no longer need to send an email or call your office during business hours. They can now book a service anytime (and get a confirmation) from their laptops or phones.
From a customer’s point of view, this streamlined process feels effortless. They can easily view available dates and times, select the best option, and receive instant feedback. There are no waiting periods or back-and-forth messages. It’s simple, efficient, and reassuring.
Automation saves businesses time. It frees your staff from tasks like sending confirmations, reminders, and updates. You can process cancellations and rescheduling with just a few clicks, reducing administrative workload and preventing double bookings or missed appointments.
Whether it’s a tour company managing group reservations, a spa offering appointments, or a clinic scheduling patients, online booking software helps businesses run more smoothly. It becomes an essential tool for increasing bookings and creating a better customer experience across any service-based industry.
Read: 9 Benefits of an Online Booking System for Customers
How Do Customer Reviews Play into the Online Booking Process?
People want to know what others experienced before committing to an appointment, tour, or class. That’s why customer reviews can be a deciding factor when it comes to booking services online, especially when they’re detailed and honest.
For instance, a traveler might choose your zipline tour over the competition if reviews mention your staff’s friendliness and adherence to safety measures.
Many online booking platforms make it easier for users to read and leave reviews on booking pages. This is particularly handy for businesses that prefer to keep everything in one place.
Potential customers can now see reviews as they learn more about your services. It also encourages more people to leave reviews right after their experience, helping businesses collect a steady flow of fresh, authentic feedback.
Key Takeaways
- Online booking software removes barriers and keeps the experience stress-free from start to finish. When customers can book anytime, anywhere, they’re more likely to return.
- Automatic confirmations, reminders, and updates reduce administrative work. It allows your team to focus on delivering a great customer experience.
- Real-time availability and instant booking confirmations make the process clear and reliable. These help your customers feel more secure in their choices.
Frequently Asked Questions
What Kind of Businesses Can Benefit from Online Booking Software?
Businesses that depend on appointments, reservations, or event scheduling benefit most from online booking software. Hotels, spas, salons, fitness studios, clinics, schools, and event venues use it to automate bookings, reduce errors, and improve satisfaction. These tools streamline operations and support 24/7 customer access.
Can Online Booking Software Integrate with Your Website?
Yes. Online booking software integrates easily with your website by embedding booking forms, widgets, or APIs. Most platforms support builders like WordPress, Shopify, Squarespace, and Wix. This integration allows customers to book directly without redirection, creating a faster, seamless, and more professional user experience.
Can Online Booking Systems Improve Customer Retention?
Yes. Online booking systems improve customer retention by simplifying scheduling, automating reminders, and offering personalized experiences. Features like saved preferences, loyalty programs, and follow-up messages help build trust and encourage repeat engagement. By reducing friction and maintaining consistent communication, these systems convert first-time users into loyal customers.
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