(Reporter Ye Jing) How to see the itinerary code? How do I make an appointment with the hospital? How to call a car... These ordinary operations make the elderly sigh. Respect for the elderly service has always been the focus of China Telecom's work. In recent years, China Telecom has continuously optimized services for the elderly, and launched services such as "wing stations" for the elderly and love to warm people's hearts with caring services.
"In the past, to handle business to the business hall queue to handle, outside the cold road slippery, afraid of accidentally slipping, now a phone call dedicated to our elderly human customer service will directly help us handle business, the service is really getting better and better." Uncle Zhang, who lives in the Shayibak district of Urumqi City, talked about the ageing services provided by China Telecom, and his face was full of smiles. China Telecom serves the elderly through various forms such as smart old-age care, age-appropriate transformation, and love lectures, and opens up the "last mile" of love services, so that the elderly can share digital dividends.
Temperature: Diversified services for the elderly
With the advent of the 5G era, the rapid development of science and technology has made it difficult for many elderly people to keep up with the changes of smart products, and the convenience in the eyes of young people has become a "problem" in their eyes. To this end, China Telecom accurately focuses on the elderly group and provides them with diversified services for the elderly.
Problems such as broadband fault repair and call transfer settings are just a simple and small thing for young people, but it is not easy for many elderly people. Nowadays, when the elderly call the 10000 hotline, customer service can guide them to access remote counter video customer service, conduct face-to-face counseling and exchanges, and provide comprehensive, intimate and convenient services for the elderly.
In view of the problems that the elderly group will not use electronic products and is a group with frequent communication network fraud, China Telecom has opened a variety of micro-classes for the elderly, and regularly carries out communication fraud prevention propaganda, mobile phone application counseling, telecommunications business counseling and other services for the elderly through live broadcasts, video conferences and on-site lectures in the group.
Responsibility: quality of service for the elderly
China Telecom continues to optimize the offline service model and carry out aging transformation for offline physical hall stores. By setting up the "elderly love table" and "no health code" registration service green channel, retaining traditional financial transactions and channel services, etc., we will effectively solve the worries of the elderly in running business, and provide more comprehensive and intimate services for the elderly. For example, in view of the psychological needs and service requirements of users, China Telecom Guangxi Company promotes the continuous improvement of service quality from the details of perfection by sitting and waiting, special seats, one-on-one services, and providing free tea, charging, heating, etc.
In order to allow more elderly people to share the "digital dividend", China Telecom has also carried out the transformation of online websites and APP to adapt to aging. In the China Telecom Business Hall APP to add a care version page, in the home page position, provide a special area entrance, according to the elderly online consumption needs, to create a large-character version, voice version, ethnic language version, concise version and other app suitable for the elderly, improve ease of use and security, convenient for the elderly online business processing.
Innovation: Personalized service for the elderly
How deep the degree of "wisdom" of a city is, how much "color" of the people's good life is. In order to let the elderly personally feel the convenient life brought by science and technology, China Telecom has launched more high-quality aging services.
In terms of the aging transformation of digital services, China Telecom relies on advanced technologies such as the Internet of Things, big data, and cloud computing to provide smart community pension services for the majority of elderly people, the system integrates service resources such as "medicine, inquiry, travel, shopping, entertainment", provides safety and health reminder services for the elderly, including Internet of Things monitoring watches, smart bracelets, smart blood pressure meters, etc., to create intelligent smoke alarms, gas alarms, smart door magnets and other intelligent applications for the elderly's home security, and through the smart community platform, the elderly relatives, Multi-party service forces such as community property management, community grid members, government functional departments and third-party services are connected to provide one-stop services for the elderly such as home care, home protection, and property, build a three-dimensional intelligent service system with multi-party participation, and enhance the sense of gain, happiness and security of the elderly.