Using the ExperienceFirst App

What is the ExperienceFirst App and why do we use it? 

The app enables us to communicate with guests according to their departure manifest and also be able to link our guides into the chat for the duration of the tour! This will allow you to communicate with your guests directly while your tour is live, e.g. to connect with late guests, or remind guests of meeting points etc. after a break and share photos. 

We are also able to automate more communication, including through WhatsApp, SMS or with our very own App. 

How does the ExperienceFirst App work?

Guests are encouraged to download the ExperienceFirst app. They can use this to communicate with us, check out our full catalogue of tours and find departure information. 

You will use the app to connect with guests on individual departures. You can choose to communicate with your whole group, or with individuals. The communication channel will be available to you for 4 hours before and 4 hours after your tour, however you are only expected to communicate during the time you're on shift for the tour.  

Checking in a guest

Checking your guests in has never been easier. You will be able to do it from multiple different streams. As seen in the photo below, once you click on the Trip which has been assigned to you, you just need to click on the top right corner to enter the check-in list.

From the check-in you'll be able to see how many people are in a group, the list of names, who has already been checked in etc. You can simply click CHECK IN and the guest will be assigned to you. To assign the guest to a specific guide simply select their name from the Guide list below. 

From here you'll be able to add check-in notes if necessary or have greater control of the check in. You can also access their chat box from here.

Chat

The chat function allows you to communicate with guest and staff without having to use your personal WhatsApp contact. You simple open a chat to your trip and you will have access to message Staff or Guests 4 hours before or after the tour.

A record of all communications with the guest is visible in their chat box. You will be able to see who the message is from just on top of the message bubble.

As you can see below, once you enter your trip you will have three options; Announcements, Internal, or Direct Messages. 

Announcement 

All guests will receive a bulletin through their preferred method of communication which what you have written.

Internal

Your Point Person and any other guide you may be on with will be able to see the messages in this chat related to the trip.

Direct Messages

If you need to let just one or two guests know something important you can keep them up to date via the DMs.