DHL Parcel UK takes measures to help disabled customers

DHL Parcel UK is offering more accessible services to people with disabilities in conjunction with post-purchase tech company HelloDone.

The DHL Parcel UK last mile delivery system is to be integrated with WhatsApp and Facebook Messenger. Drivers will be informed where the person with disabilities needs the parcel left or picked up in an accessible safe place. It also offers a ‘Just A Minute’ option to tell drivers to wait a few moments longer for the customer should they need extra time to get to the pick-up/drop-off point.

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.”

The UK Citizens Advice service has published research showing that 39% of people with disabilities have experienced problems with deliveries in the last year. Sometimes the parcels have not been left in an accessible place, and in others drivers have not given the customer enough time to get to the door. In other cases the parcels just haven’t been delivered.

Sean Sherwin-Smith, general manager, Post Purchase, at HelloDone, noted, “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 minimize anxiety for customers but support retailers to build trust and loyalty among this vitally important consumer segment – with considerable spending power.”

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