Jenners, a House of Fraser Store, has partnered with Edinburgh-based company Neatebox to provide disabled shoppers with a more inclusive customer service experience. Each shopping experienced will be tailored to meet the individual’s assistance requirements.
With the free ‘Welcome by Neatebox’ app, customers can create a profile and request assistance ahead of their visit to the store. The team at Jenners is then notified of the request and receives “top tips” supplied by major charities and organisations, designed to support their interaction with the shopper.
Alan Thomlinson, store manager at Jenners, says: “Jenners are delighted to be working with Neatebox to ensure we provide excellent customer service to our customers with accessibility needs. We are very excited to be working with such an innovative company and are always looking for new ways to improve our customers shopping experience”
On the day of the visit, the customer service team will be automatically notified when the Welcome user is within 300 meters of the store and when they arrive at the entrance. Using this system, disabled customers can be certain that their needs will be met upon arrival while the customer service team gains confidence that they can deliver appropriate and respectful service to every shopper.
Gavin Neate, founder of Neatebox, says: “When you see how much this service can benefit not only disabled shoppers but also the customer service teams it is a real goosebump moment. My team is incredibly proud to be supplying the system to Jenners, who could not have been more engaged and excited. Together we can prove what’s possible for the future of customer service.”
The installation came after a request from Welcome user Matthew Clark, who wanted to use the app when shopping at House of Fraser: “As a young man with sight loss, coming to a point where I feel I am fashionably, appropriately, and practically dressed has not come easily. One thing that helps is an accessible shopping experience that I can undertake myself.
“Department stores are interesting – everything I could ever want under one roof, knowledgeable staff and even personal shopping services that can help advise on my look and purchases, and a cafe to relax in. Most department stores are utter mazes however. Welcome by Neatebox, placed in Jenners, can enable me and my contemporaries to seamlessly access this exciting and rich shopping experience, that so many take for granted.”
“I hope, in the future, other stores will realise they too can offer the advantages of a real destination, accessible, off the internet and on the high street, to all the people like me who want to be customers but just need to be served that bit differently to enjoy the service.”
With the inclusion of the Welcome, House of Fraser is proving that it is possible to provide a greater level of customer service for those with a disability.
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