What are the "digital divide"?
The "digital divide" among the elderly has been a social topic that has attracted widespread attention in the past two years. China Telecom Hubei has invited many elderly customers to serve as "consultants" and "optimization experience officers", and summarized the typical difficulties encountered by the elderly in the service process:
When I dialed the 10000 customer service hotline, I heard the "customer service robot" talking, but didn't know what to do, so I could only stare at the "intelligent voice", and the appeal could not be resolved;
I feel that the customer service representatives are young people, who don't understand what they're talking about, they will make a mistake, and the final solution is not on the point;
Sometimes the mobile phone suddenly shuts down, the children cannot be contacted, and the machine will not operate during the resumption process, so I can only do it in a hurry;
Some businesses can only be handled in designated business halls. It is inconvenient for the elderly to have legs and feet, and whether there is a designated business hall near their homes, which is very inconvenient;
Smart phones do not transfer, Internet self-service or mobile phone software functions are too complicated to understand and cannot operate.
In response to the problems frequently encountered by older customers, China Telecom Hubei Company effectively fulfills its social responsibilities and strives to improve the actual experience of customers.
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