Wix | Webinar: Top Requested Booking Features in Action

Let me formally introduce myself. My name is Sami Berger. I am on the user and product Insights team here at wix and my job is to listen to you, listen to what our WIX customers want and need. And I'm fortunate enough to work with wonderful product team like Ramany Dhan on this call today and help make what you want a reality. So very exciting. I'm calling in from Denver and really thrilled to walk you through everything today. And Ram, I will pass the mic to you for an intro.

Thank you, Sami. I'm so excited to be presenting the latest to you all. There are so many people in the chat and it's very exciting to be here. I am live from Tel Aviv. My name is Rom Lampel and as Sami mentioned, I am a product manager for the Bookings team here at wix. I have been with the company for two years and I can say that the features that we are going to see today are truly game changers for the product. Idan, you're up.

Thank you, Rome. And hello, everyone. I'm super excited to be with you. My name is Idan Haddad. I'm a product manager for WIX Bookings. My main goal is to focus on two key aspects of the user journey. One is to improving the onboarding and setup experience as well as assisting with the growth of your business. I've been working at WIX for almost three years and today in this webinar, I'm going to show you two great features that my colleagues and I have developed in the past few months. So I will see you soon. Over to you, Sami.

Thanks, guys. Excited to have you on the call today. All right, so let's dive in a little bit further. What is on the agenda today? Well, we're going to take you through three main sections. Now, the first section, of course, what we love and hold dear to our hearts, how do I make our customers and clients happy? And we're going to make happier clients through an enhanced checkout and that's going to include cart, charging tools, gift cards, you know, some of those really keywords that we love and want to be able to offer our clients. We're going to touch on that. Then we're going to take a little bit of a step back. And in the second section, we're going to dive a little deeper into one feature and do a feature highlight, which Idan will take us through. And specifically this one is about pricing options. And third, the last section today we're going to go into better scheduling. What I mean by better scheduling is Better scheduling for your business, better scheduling for your staff and your staff availability. And also then RAM and Idan will finish it off and show a couple cool new tricks on how to get your customers on your schedule a little bit easier. And like I mentioned before, not only is this session recorded and you'll be able to go back and watch all these live demos, you're also going to have about 10 to 15 minutes at the end of today's session to really tackle in some Q and A. So keep that Q and A. I see it climbing already in the Q and A section. Keep the questions coming. So we appreciate it. All right, no more delaying. Let's dive into the first section. And while I know, I know that we are very excited to share this today, I can personally guarantee you that no one is more excited to share these features with you than ram. Ram. I'll let you take it away. What are we talking about in this first section?

So in the first session, we're going to talk about how to make our user, our clients, and clients of the clients more happier. So we're going to talk about some of some things. We're going to talk about mixed card. For the first time, we'll be able to book multiple services and products at the same time. We'll see how to add tax on services, how to charge clients with two new amazing tools to streamline the flow of collecting payments. We'll see how to manage orders and issue refunds. And lastly, who doesn't like gift cards? We're going to see how to sell and use gift cards with bookings.

Honestly, that whole list sounds quite amazing. And I have to ask, from the first item, cart. Is cart what I think it is?

It sure is. If you ever purchase something online, you know how essential it is to have a cart experience. And as a business owner, you, we know that having a cart can boost your sales and increase the average order value on your website. That's why we created mixed cart. With mixed cart, clients can book multiple services or multiple sessions of the same service or services and products combined. Sami, do you want to see how to add it to your site?

Yeah, how do I add it?

Let's see. So on the business manager, we can go to settings. In Settings, we have booking settings. And here we can find the new option cart checkout. Now, at this point we are checking if the site already has a cart page installed because if you have stores, you have cart already. In this example, we don't have cart. So first we need to install it. Let's Click on Install. This will take us to the editor when the installation will start immediately. It's a matter of few seconds until it's ready. We see that it's happening right now and when it ready, we will see the success message. And we have it. Yay. We have Cart. Now what can we do with that cart? So first of all we can customize it. We now have a new cart page on our site. Let's find it under Booking pages. Cart page. In this cart page we have the cart component. Currently the cart is empty, but we can still customize it. Let's double click and hit settings. From here we can decide which elements will be presented on the cart page. We can customize the design, the look and feel to make it suitable with our site. And we can change the default text as we wish. Once we are ready, we can click Publish. So the changes will be available for our clients on the live site. Now before we will jump and see how it looks like, let's go back to the booking settings in the business manager and go to cart checkout again. Now since we already have the cart page installed, we see this toggle and from here we can turn on and turn off the cart experience on our website. Let's keep it on. Click save and go to the website to see how the experience looks like. So this is our site for today at La Gel. As Sami mentioned, we are the owners of this beauty salon. And now on our site we have this cart icon at the header. And now let's book some services. So I'll go to the services page and let's book a manico. So we are selecting the date, the time, the staff member. We can select the price option and remember this one because Idan will talk about it soon. We hit next on the booking form we can add the client details and see that we have here the tax line. This is another new feature that I'm going to show you in few minutes. You see that the pricing for this service is divided between the deposit amount that should be paid right now in order to book and the pay later amount. This is the remaining that should be paid later. Later on let's edit the cart. So now we have two options. We can go and view the cart, continue to check out from there. Or we can add more sessions. Let's add more sessions. This will take us back to the many course screen. From here we can choose to switch to a different service. We now have this speaker on the site and we can choose a different pick a different service. So I'M jumping to pedicure. Now. I'll choose the date, the time hit next. And on the booking form here, you see that the personal information is already pre filled with the details that I added before. We did it to save time for clients so they won't be needed to type in again. If they're booking more than one service, they can still type in a custom message that will be attached to this specific service. Like, let's add this session also to the cart. And let's go and see what we have in cart so far. So you see we have two services, the main core and the pedico. And we have the total divided into what we should pay. Now this is the deposit amount and the second service and pay later, it's the remaining of the deposit. Now let's go to the shop and add the product. So here in the shop, let's buy this gel. It looks nice. I want to have it. So I'm going to add it to my cart. And now we have on the cart two services and one product. From here we can check out and pay and pay for this order. So here on the checkout screen, we are asked to fill out the shipping details.

We.

We are asked to fill up shipping details because we have a product in the cart. The product needs to be shipped. Then we can select the delivery method, the payment method. Now my card is already saved on this side, so to use it I just need to type in the CVP code. Then we hit continue. Now we can review the order, make sure that everything is okay. And when we are ready, we can place the order. Now Sami and Idan and all the people, the magic is happening. We are creating the order behind the scenes. Once it's ready, we will get the confirmation screen with the order number. So you see, this is the thank you, the thank you page. And we have the order number and all the details are here.

That's amazing. And I love to be able to see not only can you have services, you can now have products all kind of in that mixed cart, all in one. And you can book a few sessions in one checkout. I know that's very highly requested. Now I know not everyone has access to this yet, right? Is that correct? When is it going to be rolled out and available for everyone?

So rollout will start in a couple of weeks. But big features like cart are rolled out gradually. So it can take a few weeks until it become available for all the users. We know how many people are waiting for this one. So we are making the best Effort to get it out to all the users as soon as possible.

Awesome. Appreciate that. And the time the team's taking to make sure it's rolled out to everyone too. Now, I do want to ask, and we've gotten this question a little bit. So if you're doing a mixed cart so you have services and products in one checkout, what is getting communicated then to the customer? What do the comms look like for that? Do you mind walking us through that?

Yeah, I can show you. We have this order confirmation email. So when enabling cart, businesses and their client will start getting another email in addition to the booking confirmation email. The booking email contain information about the session and the order email is essential to see all the items that were purchased together, the customer address and the payment details. So if you have stores on your site, you are already getting those emails. You will start getting also for bookings. And if you don't have stores when enabling cart on your site, you will start getting those emails for orders with bookings. Now, needless to say, it's possible to customize this email from the settings. We can also disable it completely if we don't want it. We can go to settings, e commerce settings and uncheck this checkbox or click Edit if we want to customize it. Awesome.

That looks great.

Great. So let's keep it moving. Sami, I have a question for you. Do you like taxes?

I mean, of course. Who doesn't like taxes?

Yeah. Right. So let me show you how you can now set up and collect taxes on booking services on the business manager. We can go to settings then tax. Here we see all the different regions where we want to collect tax in. Let's choose one of them and see what's going on inside. So you see now we have two columns here. One for the products. This is the tax rate that will apply on store products. And we have the tax rate for services. This will apply on booking services. We can have a different tax rate for each type of an item. Now, if so, if we are using a balara to automate our tax, we can also use the manual tax rate for the booking services. It will still work.

That's awesome and really good to know. And honestly, I know that being able to define different tax rates and having something different for your store's products and different for your booking services is huge. And it needed to be customizable because of course, like we have on this, on this webinar, we have people from all around the world who might need to set something a little bit different for their business. So. So that flexibility is really great. And also appreciate you showing us in the mixcart demo where that lives on the customer checkout flow. That seems, you know, being able to see that and view that, that seems like it's one of the tools that you mentioned for the third item that you're going to talk about today, which is seems more of like charging tools and being able to accurately charge a little bit differently. Is that right?

Yeah. We are expanding our abilities to charge our clients. So let's see two new amazing tools to streamline the flow of collecting payments. First one is Moto. Moto is a mail order telephone order and it's a type of transaction that is issued by the business using the car details of the client. It's great if you want to take payments over the phone to charge a client when meeting him in person. And if you're using deposit, you can use Moto to charge the remaining amount online. Another great tool we are launching is auto payment request. Sami, do you know the payment request? Yeah.

This one I definitely know. I've seen it. I've seen a few users actually use this one too. It's been very helpful. I really like this one.

Yeah, right. It's a great tool. So you'll be amazed to see what we did to it to make it even better for our users. We combined it with the WIX Automations engineering to create a tool to automate the process of sending out payment requests. Now let's go and see these two tools in action. So we are on the calendar. Let's choose this booking and you see that the status is not paid. We have the collect payment button. From here we can charge for this session. So we have the ability to charge with a credit card. This is Moto. We can charge with invoice. This is payment request and you can also mark it as paid. If we collected the money in another way, let's choose charge with credit card and we'll get this screen. This is the motor input screen. We can charge the entire amount or we can charge a custom amount. Then we need to type in the card details of our client. We must get his approval for that. Otherwise we might get chargebacks. Adding the zip code and recharge. Now you see the payment is processed and the order status was changed to paid. Now let's see how to use the payment request. So we have here the pedicure session. It is partially paid because we have a deposit that was paid online and we can use the invoice to charge for the remaining. So let's choose charge with invoice. This will create a new invoice for us. You see that the invoice contains the three items that were ordered together. And you see that it was already paid most of the amount. But we have a balance due of $25. Now it will hit send via email and this will be sent to our users. We can customize the content and the client will be able to pay for it. Now let's see how we can automate this process because we don't want to do it manually. One by one we can go to automations, hit new automation, choose bookings. Here we have different triggers that we can choose from. We can decide that we want to send bookings, the payment request automatically when the session is booked or when the session is start, or when a client checks into the session. In this example, let's choose a session ends. Now we can decide if it will be on all of our services or specific services. So let's choose the many happy hour. And basically what we are doing right now is setting up an automation that will send payment request for any participant of the many happy hour that didn't pay at the moment that the session is end. Now on the action part, we need to choose request payment. We can configure the content, set up the timing and that's it. To make it work, we just need to type in a name for it and it's activated. From that moment, all the users will. All the clients that will not pay for this session will get this payment request. And we can have more multiple rules like that. So far we saw how to order how to order multiple items with cart, right? And we added tax to it and we saw how we can charge for it with Moto and automated payment request. Now let's dive a little deeper and see what else we can do with orders. So in the business manager we have this order section. It's a list of all the orders we have on our site. Some of them may be created by the clients, some may be created by the owner or the staff member. Everything is here. So to make life easier, we added a view and we can filter and see only orders with booking services. We can also customize the view and create a filter based on various criteria and also by the item type. So right now it's booking services. We can also filter and see only store items. Now let's go to the calendar and look for the appointment that we charge with Moto. Previously you see that it is paid, the status is Paid. And now let's say that the client called us and asked to cancel the appointment. We hit cancel and we can now issue a refund. We can check this box, hit cancel, confirm that we want to issue the refund and it's done. Now issuing a refund is only possible with payment providers that support refunds like WIX Payments. If we go back to the order screen and hit reload, we'll be able to see that order and to see that the payment status for it is now refunded. And if we go inside, we'll see that the booking appear as canceled and we see the refund amount here. This is a great, great tool and very easy to use. Straight from the calendar, you can issue the refund. Now let's see what else we can do with orders. This is the order we created through CART on our Legel website. So if you remember, we have two services and one product and we paid part of it on the site. We still have $25 to pay with the deposit. This is the remaining of the deposit amount. We can now collect the payment for it from here. Also from the calendar we can use Moto, we can use invoice and we can also mark it as paid. So let's mark it as paid and you see that the status is now changed from partially paid to paid. One last thing I want to show you regarding Order is a very cool capability that's now available for the users. We can create a new order and customize it so we can add a product from our store and we can also add a custom item. Custom item can be whatever we want it to be. We can type in a free text, for example, let's call it extra charge. We can type in the amount and hit save. Now to make it a fully operating order, we need to add the customer because the tax will be calculated based on the address of the customer. Now we have the order ready, we can click Create Order and once the order is created, guess what? We can collect payment for it. So now we can use Motor or Invoice to charge for this custom extra charge item that we created. This is a great tool to charge for unexpected charges, gratuities, add ons and things that are not currently available on the site. Lastly, let's talk about gift cards. Because gift cards is a great way to have additional revenue stream and to give and give clients the ability to gift others. Thanks to the upgrade we did to the booking platform, gift cards can now be used to pay for services. Let's see how to add that capability to our site on the business manager. We need to go to the gift card tab. From here we need to click add gift card to site and that will install a a new page on our site called gift card. You see, now we have it on the menu. It's the gift card page. Now let's go back to the business manager and customize our gift card. We can go and type in the name, the description. We can define the default amounts that will be offered to our clients. We can also set custom amount with the minimum and maximum custom values and we can set the expiration. Once we're ready, we hit save. And now let's see how it looks like on the side. So we have the default options here. We can also type custom amount. We can choose the quantity and we can decide if you want to buy the gift card for ourselves or for someone else. Let's choose ourselves and hit buy now. Now on checkout, we need to pay for the gift card. So I put on my CVV and hit place order and now I have a gift card. What can I do with that? First of all, I need to get it. So the gift card is sent via mail. Let's hop to my gmail account and you'll see that we have here the gift card and on that mail there is the gift card code. Let's copy it and go back to the site. Now let's book a pedicle session. I'll add the, select the time, hit next, fill out my details, add to cart. And now we'll get to checkout and we'll see if we can use the gift card to pay for this session. So there we go. This is the checkout and we have a new checkbox here. Redeem a gift card. We can paste the code from the email to the checkbox, hit apply, and you see that the total is now zero and the entire amount displayed by the gift card. Now the gift card still has balance and we can use it again and again until the balance is over. So this is a great thank you.

Yeah, that looks really, really good. And you know, I know we have a lot of questions funneling in. We'll answer as many as we can at the end. One question I do want to bring up now and specifically just on gift cards, kind of connecting the dots too. So obviously you showed us at the very beginning mixed cart. So if I have products and services in one cart in one checkout and I want to also use a gift card for that, does that gift card work for the whole cart? Or will it only work for products or only work for services?

Gift cards applies to everything that goes through cart and full checkout. You can use it as any other payment method. Okay, awesome.

That makes a lot of sense and thank you so much for walking us through that. I know it is quite a lot to get through. We have a lot of different topics and I mean safe to say we named this webinar correctly. These are game changing bookings features. There's a lot coming your way this year. Of course, not the only thing coming your way this year. But Rahm, thanks for walking us through. You saw mixed cart, we saw charging tools which was modo. We saw the ability to manage your orders, go through refunds, and then of course to cap it all off, digital gift cards.

So.

So really appreciate you giving us the rundown of all of that. It is a lot. As a reminder for anyone who might have joined a little bit later, we do have this session recorded and you will receive an email recording of this. So go back and rewatch the demos. You know, mixcart, certain things are beginning to roll out. So as it becomes live for you, we want to make sure you can hit the ground running with some of these features. So be sure to always refer back to this recording and watch the demo. Ram, great job. Appreciate you walking us through it. And now for this second section for part two, we're going to go ahead and just take a little bit of a step back and we're just going to dive into one particular feature and this particular feature, Idan will take us through is called Pricing Options. So Idan, I will let you take it away.

Thank you Sami and welcome again everyone. Yeah, I'm so excited to be here. In the past six months, price Options become a top feature request from our users and we listen to you. And I'm so happy to announce that this feature is now live to all users. So with this cool new feature, you can basically set different pricing for your services based on different factors. So I will give you a couple of examples. Let's assume I am a spa owner and I want to price my massage service based on the type of massage, such as hair massage, full body massage or Thai massage. Or I'm a fitness business owner who want to set different prices based on the seniority of my staff member or a tourist business owner wants to set different ticket prices for adults, children or students. That's just a few examples of how this feature can be very useful and I can assure you that it could be beneficial to any type of Business owner. Now I want to show you a demo of this feature. I will take you step by step how to set up this price option feature to your services and how the clients can easily booked for this feature. So let's start. So first you can find the price option feature in the service form. Under the pricing and payment section. You can click on the price type field and choose variant prices in this demo. In this specific manicure service I already set two option choices. Regular many and kids many. And price them with different prices. I want to show you how I did it. Let's click on the manage button, save it and here you can get this pop up. I will explain you a little bit about it. So in the top left of this pop up you can choose which option do you want to create. Right to it you can create a label that will be visible to your clients on the site and type

any

option choices that you want and give it a price. If you want to add more option choices, just click the add button here. So let's save it and let's go to the website and see how the clients can book it. So I'm going to the website and I book now for my manicure service. Here you can see a form $45 indication. This indication means that the minimum option choice price that you set in the back office will be visible. So let's click on book now and move on to the calendar. Let's pick a time and a slot. And here you can see under the preferences tab my label. Choose your many and my option choices with the prices. Let's pick regular menu and click the next button. On the booking form. You can scroll down and switch your selection before checkout and proceed to checkout. I want to take you back and show you one more cool option that available only for appointment meetings is to price appointment meetings based on different staff members. So I switch to staff option and here I can see a list of all the staff available for this service. I just want to remind you that you can set the staff that available to every service. From the availability section inside the service form you can set which staff and at which time. If you want to add or remove staff members, you should do it from that section as well. Now let's switch the amount for luiz to be $100. Let's click save. Don't forget to save the service and let's go back to my website. Great. So let's again let's pick a time and here I want to show you something. As you can see the price is $100. The reason is that in this specific slot I set only Luiz to be available at this time. I want to show you how I want to show you. Let's go back to see a different slot that I can pick. Let's choose 10am and here you can see a situation that there are three staff members that available. They have different prices and the client just need to pick one. Yeah Louise, let's pick one. Click on the next button and move on to the booking form. So I want to show you one last cool feature for class services I will choose many API class service and in this scenario I would like to create price options that defer based on the client's age. So in order to do it I go to the pricing and payment session, click on create and write the label that I want. In that case client's age I will write the option choices like 0 to 18, 19 to 26, I will add another option 27 to 50 and one last option above 51 will give them different prices. $100, 125 and $90. As you can see I can add more if I want up until seven options and I can delete them before I go with it and click on save. Save the service again. Now let's go back to the website. Click on the many happy hours service, Click on book. Now move on to the calendar, pick a time. And here can you see under the preferences tab this is a group session so I can book multiple participants. In that case I can select up to three participants. I want to show you how I set this. So let's go back again to the service form. Choose your service, scroll down to the advanced settings and under the group bookings preferences you can switch the number or select the number of participants that you want. Let's apply the selection, click on next. And in the booking form you can see that in the payment details the subtotal is divided by the option choices and their prices and the user also can switch the selection before checkout. So that's all I want to note one more thing. After you create a service from desktop set with dynamic price with price options you can edit it from your owner app and your clients can book right from your members app. So I hope it was helpful for you and I open here for any other questions regarding this topic. Semi or over you.

Awesome. Thanks Udon. I love that walkthrough. Honestly, pricing options is a huge feature to be able to happen. Being able to set different prices for your services for your same service. For your staff. That's great. I did want to touch on one question we actually got during when people registered that I thought was a really good question that I wanted to bring up. So in this example, this customer of wix, they owned a summer camp and I think it's applicable if you have any sort of camp clinic where you want to offer extras like a T shirt, a ball cap, whatever it might be for an extra amount of money. Is that something that pricing options could help with?

So yeah, absolutely. Stemi, let's take an example. Let's create a price option with three option choices. The first one could be a ticket for $30. The second one could be like a ticket plus a cup for $40 and a ticket plus a T shirts for $50. So price option is a great tool to increase your revenue and until we'll have a dedicated add on feature, it can be useful for this kind of use cases as a walk around. I'll just keep in mind that in order to manage the inventory of the T shirts or the cup in that example, you should do it manually by it. But yes, you can definitely use it as a walk around.

Awesome. Thanks Idan. That makes a lot of sense. So great questions. I see additional questions coming in the Q and A and also the chat. Keep them in the Q and A and we will get to as many as we can at the end. But that was a stellar second part of the session. So now we've made our clients happier. We have gone through pricing options and really done a deep dive there. So let's get into the third and final section of today. And the third and final section is better scheduling features. And what I mean by better scheduling features is how to set up your business's default hours, how to manage your staff availability and your staff schedule, doing that a little bit more efficiently and also managing it on a day to day basis and even a weekly view which I'm excited to dive into and show you today. And like I mentioned a little bit earlier, but to wrap it up we have Ramany done that will show us two final features about getting users on your schedule a little bit easier. So let's go ahead and dive into this first one. Now I will preface, I'm going to walk through how to set up your business's default hours. This is nothing new. You have all seen this before but it is a best practice. We just wanted to highlight one of the first things you might have done when setting up your business or setting up a client site is setting those business default hours. So to do that you go ahead and you click into Settings and it exists under booking, the booking settings button here. And when you go in, it's right here at the top that default hours. So you click in and this is when you can set when you're open to receiving appointments. So maybe I want to work Saturdays or maybe my company doesn't work Mondays, or maybe we work Mondays, but only from 9am to 4pm so different hours than the rest of them. This is when I'm open to take appointments. It does trigger here as well. But you'll see you'll have to customize your individual staff, their working hours and of course you hit save. And as a reminder, this is just for appointments. That's because when you're setting up a class or a course, you're determining the date, you determine the time of that session. This is just when you or your site is open to receiving appointments. So let's go into that next section. As you saw on the default hours, it kind of triggered to set up your staff hours. Fingers crossed you're not having your staff work every day for 12 hours. But let's go into what that probes how to set up that staff availability. And there is something new in here that we're really excited to show you. So to do that, you go into bookings calendar under staff great named menu title. And here's where the overview of your staff exists. You can see I'm the I'm Alex Foster. It's my account and all my staff. Now there's also a button here to give calendar access. This will send an invite to your staff member.