DHL teams up with HelloDone to improve delivery accessibility

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Post-purchase technology company HelloDone has teamed up with DHL Parcel UK in an attempt to transform home deliveries for customers with disabilities, offering new accessibility options through WhatsApp and Facebook Messenger. The partnership aims to integrate these popular messaging apps with the carrier’s inflight parcel tracking, enabling DHL drivers to be updated throughout the last mile.

Using HelloDone’s conversational AI technology, customers receiving a delivery through DHL will be able to update their driver about accessibility requirements for pickup 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 that customers with disabilities have time to get to their door. The new integration will also enable 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 the UK’s Citizens Advice service, more than a third (39%) of people with disabilities – equal to more than seven 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, 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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Lawrence has been covering engineering subjects – with a focus on motorsport technology – since 2007 and has edited and contributed to a variety of international titles. Currently, he is responsible for content across UKI Media & Events' portfolio of websites while also writing for the company's print titles.

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