Venue Platform Training
What is ‘Welcome’?
Venue platform login
prepare for visits
What is Welcome?
The ‘Welcome’ App is part of a new Customer Service Platform which has been designed to support customer service teams in the delivery of service for disabled visitors, whilst at the same time providing this customer with the confidence that their needs will be met on their arrival at a given location.
The immense challenge for Service Teams is to know exactly what is required of them when a person with additional requirements arrives. With disabled people travelling and living more independently than ever before it is imperative that customer service teams are comfortable offering services specific to the requirements of their customer.
‘Welcome’ alerts the Service Team of the customer’s arrival and provides both general and specific information pertinent to the visitors needs.
The system sends notifications at three points:
At the moment the visitor books a trip to your location
As the visitor comes within a certain distance of the venue utilising a GPS signal or GeoFence.
As the visitor arrives at your entrance utilising beacon installations.
Venue Platform Login
This guide will help you log in to the retail facing aspect of the ‘Welcome’ platform and prepare you for your first visitor.
Step 1: Open browser and search https://welcome.neatebox.com .
Step 2: Enter “Email” and “Password” for venue login.
To edit the venue profile
Step 3: Click “Venue” tab and edit venue details with the pencil icon .
The Neatebox team will support you to create the initial profile, however, in this tab, you can update/change the address, contact details for your venue, opening hours, general information, accessibility features and assistance provided.
Step 4: Fill in all General Information fields.
Tips for specific fields:
Logo: 500x500 px, max 2 MB, png or jpeg file format
Email: Where notification emails will be sent to
Venue Type: Category of the venue.
Unplanned Visits: This means that users can visit your venue without booking ahead of time. You will be notified when the users arrive at the entrance and you will be able to review their profile before greeting them.
General Information: 200-character limit, General overview and details about venue, or important operations information for visitors.
Accessibility Features: 200-character limit, Examples: Wheelchair access, Accessible toilets, Accessible bedrooms, Double doors with no step, Automatic doors, Lift to all floors, Wi-Fi
Assistance Provided: 200-character limit, Examples: Assistance at front door, Friendly greeting, Seating at front door, Sighted Guide trained staff
Website: Link to the venues main website or additional accessibility features.
Euans Guide URL & Disabled Go URL: Link to any reviews about the venue listed on Euans Guide or Accessable (The new name for DisabledGo)
Step 5: Fill in the Address Information of your Venue.
The Geofence Radius will define when you will get the “nearby” notification.
We recommend a range between 300 and 500 metres..
Step 6: Enter opening hours in 24 hrs format.
Step 7: Select the requirements that your venue can offer to Welcome users.
When updating requirements, please click the arrow on the bottom right-hand corner to view more options.
The tabs for “User” and “Beacon” will be completed by the Neatebox team.
Prepare for Visits
This guide will help you prepare you for your visitors using Welcome.
Step 1: Login to your profile on https://welcome.neatebox.com.
Step 2: Click Visitors tab and prepare for visit.
You can view all upcoming visits pending, planned and cancelled or declined.
You can click on the View button to review the user details, requirements and further information along with being able to action the visit.
You can sort this to show upcoming visits for “Today”, “Tomorrow”, or ‘All” by clicking this tab.
Under the status field you can see the current status.
Pending - This is a new visit planned by a user and should be actioned to inform the user you are aware they wish to visit and accept it.
Planned - The visit has been accepted and awaiting the arrival of the user as per the time stated.
Nearby - The user has trigger the geofence and will be arriving at the venue shortly, typically within 5-10mins depending on the range and arrival point.
Arrived - The user has arrived at the beacon location and triggered the arrival. They will have been informed that you are on route to meet them.
Cancelled - The user has cancelled the planned visit.
Declined - The venue has declined the visit.
Once the visit has been confirmed it will move into the “Planned Visits” section until the day of the visit.
On the day of the visit, you will get 2 notifications informing you the user is arriving.
Notifications: These will move to the top of the page to ensure you clearly see them.
Nearby - This will pop up when the user triggers the geofence. Typically the user will be with you in the next 10 minutes.
Arrived - This will pop up when the user triggers the beacon and are at the front entrance point.
Any cancelled or declined visits will be shown in the bottom section.
At the end of the day all complete visits will be cleared from the system.
Customer Service Staff can review each of them and make sure they are aware of the specific assistance required.
Welcome Tabs Explained
To give you a better idea of the components of the Welcome platform, we have added screenshots with an explanation of each tab below.
Customer Profile Page
This page is where you can view the specific details relating to the customer and their visit to your venue. On this page you must accept or decline the visit by selecting one of the options on the top right corner.
Return to Customer Page:
After viewing the Customer Profile Page this button provides a route back to the previously viewed page.
Customer Profile Image:
Includes a photograph of the customer.
Customer Profile Details:
Here you will find the customers basic details including their contact email address.
Number of Visits:
This number will indicate how many times this customer has visited your venue. This is helpful so staff can check if someone else has helped this specific customer before.
Time of Visit and Status:
The green number to the left of the box will indicate the customer’s “Time of Visit”. The text to the right will indicate the status of the visitor (ie Late, Cancelled or On Time.)
This window will allow the staff to view any specific accessibility requirements like ramps, BSL instructors, etc. There is also an option to submit custom needs like “Please help me to find the milk” etc.
Here the customer will add additional information regarding requirements they have for their visit to your venue.
This will show you the status of the visit.
This tab will give any information required for the staff to better understand the customer's disability with a brief overview of the condition.
Top tips will be provided on the customer's disability. These tips are provided by leading charities in the disability sector. In some cases a URL will be provided in the top tips area to learn more when the staff have time.
The resources tab will provide external links for further information on the customer’s disability. Links to the disability charity that has provided the overview and top tips.
Custom Questions is a new feature which will allow the customer to ask you questions relating to their visit.
1. Venue Custom Branding:
The “Venue Page” will allow customisations by the venue. In this case it allows the company name and logo.
The venue is able to add the address and postal code of a singular location on this profile window.
Contact information for the venue, including a telephone number and an email account. Both these pieces of information are selected by the venue to submit.
4. Edit Venue Information Button:
These buttons are located throughout the venue page and allow the staff or executives to edit any venue information that is displayed to customers. A unique dashboard makes it easily editable by anyone in the team.
5. Customer Reviews:
Customers can provide feedback from their experiences with the venue. This feedback will be private and viewable only by the venue to improve customer service and accessibility moving forward.
6. Map Marker Location:
The venue is able to edit the location of the marker on the map. This will be what the customer will see on their version of the app.
7. Venue Operations Times:
Fully customisable opening and closing times calendar.
8. General Information:
The section is for a short overview of your organisation and what is available at your venue.
9. Accessibility Features:
Includes a list of the accessibility features available at your venue.
10. Assistance Provided:
Includes an overview of the assistance staff are able to provide.
11. Unplanned Visits:
This will show if unplanned visits are turned on or off.
Do you still have problems? Please get in touch at firstname.lastname@example.org.