"The courier brother who serves you is a person with hearing or speech impairments, please understand and bear with me. Helping the disabled to find employment, thank you! "Since last week, many consumers have found that there are more such prompts in the logistics information when they inquire about the express delivery information. May 19, 2024 is the 34th "National Day for the Disabled", and YTO is empowering employees with disabilities by continuously upgrading its digital system.
Up to now, YTO has nearly 1,000 employees with hearing or speech impairments, including more than 110 couriers, who deliver tens of millions of parcels to consumers every year, and how to communicate with customers is the most troublesome problem for them.
If the consumer is serving a courier with hearing or speech impairment, when the consumer inquires about the parcel logistics track on the WeChat Mini Program, the system will inform the courier who is currently serving him or her the identity information in order to gain understanding. When a customer contacts these couriers, the "Phone" option is turned off by default and the consumer is advised to communicate with the courier via text message.
"In the past, I would feel embarrassed when I received a call from a customer, and I felt impolite whether I picked it up or hung up, for fear that the customer would feel that he had a bad attitude." Yan Jianguo, a hearing-impaired person, told reporters through text that the launch of the new feature has reduced the potential gap between him and customers, "Recently, when I sent the goods, I found that there were more customers who opened the door, and they would give me a thumbs up and say thank you." ”
Before opening this function, YTO has fully solicited the wishes of hearing or speech impaired couriers, and all information display has been authorized by them. For couriers who have not agreed to use this function, the logistics information page that customers see will be exactly the same as the normal interface.
YTO will also continue to optimize the "barrier-free communication" experience. "Xinger" (YTO courier special APP) "intelligent outbound call" function will also be launched in the near future, hearing or speech impaired couriers can one-click to the customer to initiate an outbound call, after the phone is connected, the artificial intelligence voice will communicate with the customer, automatically collect and summarize the customer's receiving needs, reduce communication costs, improve service quality.
Since 2021, when the China Disabled Persons' Federation cooperated to launch the "Dream Realization Action" project, YTO has helped more than 12,600 disabled people and their families to achieve employment and entrepreneurship, and built nearly 8,000 Dream Home Disability Assistance Stations and two Disability Assistance Bases in Beijing and Zhejiang.