Selling Classes (Appointments) & Customer Support

[artery-classes]

Feedback on the ability to sell "Classes" through Appointments

What I want to do:

I want to be able to sell art workshops, one-time and multi-part series,  through the Square platform, rather than through my Wix site. I want to do this so my income is streamlined to one platform and so I can sign up people for classes through the POS in person as well as online.

Why I can't do that:

The only way I can display multiple classes/workshops is through the Appointments > Online Booking > Channels > Class booking site which has no customization, no photos, and is only displayed via calendar view or list that prioritizes the teacher over the class content. If I want to link to a specific class, I have to follow the same steps and then click on the individual class from the Class Booking Site; there's no actual class management system in the Square Dashboard. And I can't sell classes as a Service because Services aren't tied to specific dates and don't limit/track the number of class participants.

The Feedback:

The idea to sell classes via Appointments make sense, but is executed as if no one building the product has ever booked a workshop before. These are basic functions of offering classes/courses/workshops/series. The process to offer a class is so convoluted. I shouldn't have to go 6 levels deep to add a class or even access the link to share it. It feels like this function was thrown together by developers to meet the demands of a creative director or VP, but no one consulted any designers, anyone with UI experience, or even thought through a single use case. Honestly, I often feel like each feature in the Square platform was designed & built by a different company the way things end up being so counterintuitive and disconnected.

The Customer Support Experience Feedback:

It took about 3 hours on chat with Support before getting to someone who finally had access to the right Dashboard functions and could understand what I wanted to do. The main reason it took so long is because I kept getting transferred to a different department because (I guess) support reps don't have access to each of the different parts of the platform. I was transferred 5-6 times in total (already annoying), and then I had to re-confirm my identity with every rep (infuriating). The reps themselves were fine and did their best, but whoever is in charge of information/knowledge management and what reps have access to... are they trying to make everyone miserable??? Why is customer support knowledge so siloed????

[nika]

Hey @artery-classes -- Welcome to the Community, and thank you for making your first post.

I’m really sorry for the experience you described. Being transferred several times and having to re‑confirm your identity with each rep is exhausting. Your point about support feeling siloed and the impact that has on customers is completely understandable, and we appreciate you calling it out plainly.

We’ve shared your feedback with the internal teams that handle advocate training and knowledge management so it can be reviewed. While we can’t promise specific changes here, please know it’s being taken seriously. 🙏

Thanks again for taking the time to write this up and for sticking with us. We're glad you're here.