Managing Your Clients From the Glofox Pro App

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This article will take you through;

  1. What is the Client tab in Glofox Pro?
  2. Understanding your clients' metrics on the Clients tab
  3. Adding a new client from the Client tab
  4. Editing a clients' profile
  5. Contacting your clients from their profile
  6. View, purchase and edit 'Memberships' and Credit Packs
  7. Pausing a membership from your clients' profile
  8. Canceling a membership from your clients' profile
  9. View and add interactions to your clients' profile
  10. Change a clients payment information 
  11. Next steps and additional support

What is the Client tab in Glofox Pro?

Within the Glofox Pro admin app you can view, edit and manage your clients. The 'Client' tab allows you to; 

  • View a snapshot of your clients' metrics
  • View a list of your current clients
  • Add a new client
  • Edit and existing clients profile
  • Call or email a client
  • View, purchase and edit memberships and credit packs on your client's profiles
  • Cancel and pause memberships for your clients
  • View a list of 'Active', 'Future' and 'Past' memberships for a client
  • View and add interactions to your client's profile
  • Change a clients payment information 

Understanding your clients' metrics on the Clients tab

On the 'Client' tab of your Glofox Pro app, you will see a snapshot of your clients' metrics. 

  • Newest leads - a breakdown of new leads from the last 7 days
  • Trialers - a breakdown of leads that have now been placed on a 'Trial' membership from the last 7 days
  • Active members - a breakdown of 'Active' members using your facility today
  • Expiring - a breakdown of clients set to expire within the next 7 days
  • First bookings - a breakdown of clients that have their first booking coming up within the next 7 days

Adding a new client from the Client tab

Adding a new client is easy with 'Glofox Pro', from the 'Client' tab, follow these steps; 

  1. From the 'Client' tab, click the '+' symbol on the top right-hand corner of your screen
  2. From here, fill in your client's information
  3. Once your client's profile has been filled in, click 'Create Profile' 

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You can add a photo to your client's profile from your phone image gallery, or take a photo and upload it directly. To do this, click the '+' symbol beside the empty profile icon on the top of the screen 

Editing a clients' profile

There may be times when you need to edit a client's profile on the go. To do that, follow these steps; 

  1. From the 'Client' tab, scroll down or search to find the client you want to edit and then click to select
  2. Once on your clients' profile, scroll down to the end of the page
  3. Here you will see a button that says 'Edit Profile', click this
  4. Now edit the details you need to change by clicking on them
  5. Once complete, click 'Update Profile' 

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Contacting your clients from their profile

Glofox Pro has made engaging with your clients easy. Now you are just one click away from getting in touch, whether that's to make a sale, offer support, relay class changes, etc. To do this, follow these steps;

  1. From the 'Client' tab, scroll down or search to find the client you want to engage with
  2. On their profile you will see; 
    1. Your client's phone number - which will allow you to open your 'Phone App' to call or 'Message' to text
    2. Your client's email address - which will allow you to open your phone's email app to send an email
  3. Simply click the one you want to use and you will be taken to the appropriate app to finish the process. If your client doesn't have a phone number or email on file, then you will not see it as an option

Please note;

This text, call, and email service is not connected to the Glofox in-app messages or the Glofox SMS add-on. This is simply a way for you to get in touch with your clients from your phone without needing to add them to your contacts and search for them within your personal phone contacts. If you want to use the built-in Glofox messaging features, you will need to be logged into your dashboard. More information can be found on this here; 

  • An Overview of the Glofox SMS add-on
  • Using Glofox in-app messages 

View, purchase and edit Memberships and Credit packs

From the 'Client' tab on your Glofox Pro app, you can view, edit and purchase memberships and credits packs. To do this, follow these steps;

  1. From the 'Client' tab, scroll down or search to find the client you want to add, purchase or edit for
  2. On their profile, you will see a quick snapshot of their current memberships and credit packs
  3. Click on 'Membership' to view a full breakdown of 'Active', 'Future' and 'Past' memberships
    • From here you can also add a membership by clicking the 'Add' button on the top-right or 'Add Membership' from the center screen (If no membership currently exists) 
    • Once clicked, you will see a full list of available memberships, select the one you want to add
    • From here you can edit the memberships details, price and payment method before clicking 'Purchase' to buy for your client 

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Or - Click on 'Buy Credits' on the 'Credit' tab to purchase credits for your client

  • From here you can edit the credit pack details, price, and payment method before clicking 'Purchase' to buy for your client

Please note;

Glofox Pro is set up to book 'Consecutive Memberships', however, you must be registered for the 'Consecutive Membership' beta. If you want to be added to the beta, please contact your Glofox Onboarding Manager or email us at support@glofox.com

A 'Consecutive Membership' is a membership that is purchased by a client who is already on an existing plan. This newly purchased consecutive membership will start immediately after the client's current membership ends. There are some requirements for these memberships, read more about those here; 

Pausing a membership from your client's profile

You can easily pause a client's membership from the 'Glofox Pro' app. To do this, follow these steps; 

  1. From the 'Client' tab, scroll down or search to find the client you want to pause a membership for
  2. Click on 'Membership' within their profile, here you will see a button for 'Pause' or 'Cancel' 
  3. To pause click the 'Pause' button, here you will see a 'Pause from' and Reactivate membership' field - click the calendar icon on the right of those to select dates
  4. Then click 'Save dates' 

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To reactivate a paused membership early, simply click 'Edit Pause' and then 'Reactivate membership now;

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Please note;

By editing the re-activation date, this will not change the next payment date. If you are trying to edit the next payment date of a membership, the best method is to cancel the current active membership and subscription. Then re-add the membership, with a future start date of when you want the payment date to be.

What happens to the client's next payment after a pause?

When pausing, the next payment date will be extended by the number of days the membership is paused for.

So, if I had 7 days until my next payment and then went away for 2 days, my next payment date will be moved out the two further days.

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Cancelling a membership from your client's profile

To cancel/delete a membership on a clients profile, follow these steps; 

  1. From the 'Client' tab, scroll down or search to find the client you want to cancel a membership for
  2. Click on 'Membership' within their profile, here you will see a button for 'Pause' or 'Cancel' 
  3. To cancel click the 'Cancel' button
  4. You will be given three options;
    • Not now - goes back to your clients profile without taking any further action
    • Cancel Membership and Subscription - If your client is on recurring payment, this will disable auto-renew for your client if they no longer want their membership after the current payment period ends
    • Cancel Subscription - This won't cancel the membership and will only cancel the payment subscription

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Please note;

If you delete a client and that client is on recurring membership you must ensure that you cancel their subscription before deleting them. If you do not cancel the client's subscription, it will continue to charge them even after they have been deleted.

View and add 'Interactions' to your client's profile

You may have received a phone call from a client on the go, or maybe a client came to class with an injury and you wanted it noted. Now you can add interactions to your clients' profile with Glofox Pro. To do that, follow these steps; 

  1. From the 'Client' tab, scroll down or search to find the client you want to add an 'Interaction' for
  2. On their profile, scroll down to 'Interactions' and click it
  3. From here, click 'Add interaction'
  4. You will be given four prompts to choose from to help you categorize your interaction
    • Note
    • Called, no answer
    • Called, connected
    • Email
  5. You can choose one of these and add more details in the comment box
  6. Once you are satisfied, click 'Save this interaction'

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Change a clients payment information 

  1. From the 'Client' tab, scroll down or search to find the client you want to change payment details for
  2. On their profile, scroll down to 'Payments' and click either 'Card details' or 'Direct debit'
  3. Click on the one you want to change
    1. If you select 'Card details' you will be given an option to 'Cancel' or 'Replace'. If you click 'Replace' you will be given prompted to fill in the new card details
    2. If you select 'Direct Debit', you will be taken to 'GoCardlesss' to enter new payment information for your client.

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Read more about Direct Debits and GoCardless below; 

Next steps and additional support

'Glofox Pro' isn't available on all Glofox packages, for more information or to upgrade please contact us at support@glofox.com or get in touch with your Glofox Onboarding Manager.

To learn more about Glofox Pro, read the following article;

For additional support, reach out to support@glofox.com, and we will be happy to assist you.

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