In the crowded flexible workspace market, the biggest mistake an operator can make is believing their software is just for billing. While back-end operations are important, they are not what your members buy. Members join for the community and stay for the experience.
Your software is the primary, daily touchpoint you have with your members. Is it a cold, clunky portal they’re forced to use for payments? Or is it a vibrant, branded app they want to open?
The shift from “operational efficiency” to “member satisfaction” is no longer an option—it’s the only way to ensure retention. This guide focuses on the member-facing features that turn a simple tenancy into a loyal, engaged community.
The 5 Core Features That Define Member Experience
When evaluating software, your first question should be, “What’s in it for the member?” If the platform doesn’t empower them, it’s failing. Look for these five features as your benchmark.
1. A Branded, Self-Service App
The modern member experience is mobile-first. A clunky web portal doesn’t cut it. Members expect a fast, intuitive mobile app—branded with your logo—that puts the entire space in their pocket.
This is the foundation of member empowerment. A high-quality app is what allows for a true self-service environment. Leading platforms like Spacebring coworking space management software, for example, are built on this “member-first” principle, resulting in a 4.9/5 average app store rating and a 95% member self-service rate for bookings. When the app is that easy to use, members are happier, and your staff is freed from endless manual booking requests.
2. A Central Community Feed (The Digital “Water Cooler”)
A community feed is the digital heart of your space. It’s the “water cooler” where a member in office #101 can connect with a hot-desker they’ve never met. This feed is where members post job opportunities, ask for recommendations, and share wins. It transforms your space from a collection of siloed individuals into a tangible, interactive network, all within your branded ecosystem.
3. Frictionless Event & Meeting Room Booking
Your events and meeting rooms are key value propositions. If a member has to email a community manager to book a room, your system is broken.
The software must provide a seamless, visual booking system that members can use 2F/7 from their phone. They should be able to see availability, book a slot, and have it paid for with credits or an invoice in seconds. This frictionless process is the difference between an empty event calendar and a thriving, engaged community.
4. Instant, Trackable Support Ticketing
Nothing sours a member’s day faster than a jammed printer or a Wi-Fi outage, especially when they don’t know who to tell. An email to a generic “hello@” address feels like a black hole.
A built-in support ticketing feature gives members a direct, trackable line to your team. They can submit a ticket (and even attach a photo) directly from the app. This makes them feel heard and makes your team look professional and responsive, turning a potential complaint into a positive service interaction.
5. A Dynamic Member Directory
Networking is a primary reason people join a coworking space. A dynamic, searchable member directory is your most powerful tool to facilitate this. A member shouldn’t have to wait for the next happy hour to find a “graphic designer” or “financial consultant.” The app should allow them to search by name, company, or skill, and send a direct message, instantly delivering on the networking promise of your space.
FAQs
What’s the main difference between operational and member-facing software?
What’s the main difference between operational and member-facing software?
Operational software focuses on the back-end for the operator (e.g., billing, access control). Member experience software focuses on the front-end for the member (e.g., community, events, support). The best platforms, like Spacebring, are built to be excellent at the member experience first, which in turn automates and simplifies the back-end operations for your team.
Can’t I just use separate tools like Slack and Google Calendar?
You can, but it creates a fragmented and confusing experience. Members have to juggle multiple apps, which kills adoption. A single, unified app keeps them in your branded ecosystem, reinforces your brand, and makes it infinitely easier for them to access the full value of their membership.
How does a community app directly improve retention?
A member who has built a professional network or made friends within your space is far less likely to leave over a small price increase or a new competitor. A community app facilitates these “sticky” connections, turning a simple tenant into a loyal community member.
Conclusion:
Stop thinking of your software as an operational cost. Start seeing it as your single most important member-facing amenity.
When you provide a seamless, branded app that empowers members to book rooms, connect, and get help instantly, you are not just managing a space—you are curating an experience. This is the new front line of member retention, and choosing a platform designed for the member is how you win.
