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New partnership to ‘transform’ home deliveries for customers with disabilities

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Post-purchase technology company HelloDone has teamed up with DHL Parcel UK to transform home deliveries for customers with disabilities, offering new accessibility options through WhatsApp and Facebook Messenger.

Using HelloDone’s AI technology, customers receiving a delivery through DHL Parcel UK can now update their driver about accessibility requirements for pick up and drop offs (PUDOs).

This includes a ‘Just a Minute’ (JAM) option that alerts drivers they may need to wait longer than usual at a drop off point, so customers with disabilities have time to get to their door. 

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The new integration also enables customers to message their driver instructions to leave their parcel in an accessible ‘safe place’ if they’re not going to be at home.

While online shopping has been a lifeline for many during the pandemic, research shows home deliveries can still create challenges for vulnerable groups, including people with impaired mobility and other disabilities. 

The new partnership aims to change this by integrating messaging apps with the carrier’s in-flight parcel tracking, enabling DHL Parcel UK drivers to be updated throughout the “last mile”.

The new integration also enables customers to message their driver instructions to leave their parcel in an accessible ‘safe place’ if they’re not going to be at home.

Tracy Hodges, head of Product, at DHL Parcel UK said: “Our aim is to provide a high-quality, flexible service to everyone so we are delighted to be able to enhance our accessible delivery service through our relationship with HelloDone.” 

According to a recent study by Citizens Advice, more than a third (39%) of people with disabilities – equal to over 7 million customers – experienced problems with deliveries in a single week last year. 

Common problems include parcels being left in inaccessible places, customers not having enough time to answer the door and goods not being delivered on time, or at all. 

Sean Sherwin-Smith, general manager, Post Purchase at HelloDone said: “Customers with disabilities and other impairments are continually faced with undignified and challenging delivery experiences. This disparity in the post-purchase journey has never been more apparent than during the pandemic, with more and more of us shopping online for goods and services.

“We’re proud to be harnessing our proprietary AI technology to solve common delivery challenges for people with disabilities. Together with the team at DHL Parcel UK, we believe the new accessibility integrations will not only minimise anxiety for customers but support retailers to build trust and loyalty among this vitally important consumer segment – with considerable spending power.”

Tags : DHL Parcel UKHelloDonehome deliveriesPArtnership
Sarah Clarke

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