Source: Global Network
[Global Network Public Welfare Comprehensive Report] May 19, 2024 will be the 34th "National Handicap Day". Yuantong Express will continuously upgrade its digital system to empower disabled employees. More than 110 of the nearly 1000 employees with hearing or speech impairment are couriers who deliver millions of packages to consumers every year. Communication with customers has always been their biggest challenge.
When the consumer inquires about the package logistics information, if the service is for a courier with hearing or speech impairment, the system will provide the identity information of the courier for the consumer to understand. When contacting these couriers, the "Phone" option will be turned off by default. It is recommended to communicate via SMS.
Yan Jianguo, an employee of Yuantong Express, is a hearing-impaired person. He said that he felt embarrassed when answering customers' phone calls in the past, but the introduction of new functions has reduced the gap with customers, making customers more willing to communicate with him and even express their gratitude.
Before launching this function, Yuantong has obtained the consent of the couriers with hearing or speech impairment and ensured that all information displays have been authorized by them. For the courier who does not agree to use this function, the logistics information page seen by the customer will be consistent with the common interface.
Yuantong will also continue to optimize the "barrier free communication" experience. The soon to be launched "intelligent outbound call" function will allow couriers with hearing or speech impairment to send outbound calls to the recipient customers through one button operation, and the artificial intelligence voice will communicate with the customer, automatically collect and summarize customer needs, so as to reduce communication costs and improve service quality.
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