FedEX Using Whatsapp
FedEx Express says it is enhancing its services with delivery notifications and personalised options on WhatsApp being launched in the Asia Pacific, Middle East, Africa, Australia, New Zealand, and more.
It notes the integration of WhatsApp into FedEx Delivery Manager International (FDMi) e-commerce solution will be interactive, providing customisable delivery options and alerts.
“We know that consumers have an increasing preference for personalised delivery services,” Salil Chari, Senior Vice President, Marketing and Customer Experience, AMEA, says.
“Integrating social platforms of choice like WhatsApp into our digital solutions gives an added boost to the convenience we can offer to e-commerce customers,” he adds.
E-tailers using the solution can offer their residential customers the ability to pick the timing and location of their deliveries to fit their schedule – and change the delivery address when the shipment is in transit – giving them extra flexibility at no extra cost.
“This service enhancement that allows two-way engagement is another example of how we are working at the intersection of our digital and physical networks to create differentiated, customer-centric service experiences,” Salil says.
The WhatsApp instant messaging social media platform has two billion active monthly users globally. Around 40 per cent of the Australian and New Zealand population use the platform. With such high penetration in the market, the integration of WhatsApp into FDMi makes it a much more effective solution for e-tailers to offer their shoppers.
Recipients expecting inbound deliveries receive a WhatsApp notification from FedEx upon shipment pickup.
FedEX uses a META verified WhatsApp business account which helps mitigate the risk of recipients responding to scams perpetrated on WhatsApp using the FedEx brand.
Recipients can message and chat with FedEx directly as well as access tracking status and redirect options with the click of a button directly in the WhatsApp chat window.