FedEx Express, a subsidiary of FedEx Corp. (NYSE: FDX) and one of the world’s largest express transportation companies, is enhancing its services with delivery notifications and personalized options now available on WhatsApp. The integration of one of the world’s most popular instant messaging apps into the FedEx® Delivery Manager International (FDMi) e-commerce solution is being launched in Malaysia and eight other markets in the Asia Pacific, Middle East and Africa (AMEA) region – Australia, Hong Kong, India, Indonesia, New Zealand, Philippines, Singapore and the United Arab Emirates (UAE).
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FDMi is an interactive e-commerce delivery solution that provides customizable delivery options and alerts. 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.
The WhatsApp instant messaging social media platform has 2 billion active monthly users globally. Over 80% of the population over the age of 16 in Hong Kong, India, Indonesia, Malaysia, Singapore and the UAE use it making it the most favoured social media platform in each market. In Australia and New Zealand, the Whatsapp platform is used by around 40% of the population and by more than one in four Filipinos.[1] With such high penetration in each market, the integration of WhatsApp into FDMi makes it a much more effective solution for e-tailers to offer to 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 to mitigate the risks 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 re-direct options with the click of a button directly in the WhatsApp chat window.
“At FedEx, we are committed to a customer-centric approach where we continuously innovate our services to meet demands. In this Information Age, customers seek efficient e-commerce solutions for convenience and flexibility. The integration of WhatsApp into our digital solutions will provide consumers with more seamless and personalised services. The convergence of business opportunities with the advent of digital solutions will pave the way in helping businesses remain competitive and sustainable while consumers benefit from the enhanced product deliveries,” said SC Chong, Managing Director, FedEx Express Malaysia.
The integration of WhatsApp into FDMi is a win-win for all participants in the e-commerce ecosystem. In an increasingly competitive online marketplace, FDMi helps e-tailers, especially SMEs, provide a differentiated service offer. Customers get more peace of mind through the traceability of their package on their mobile device as well as an enhanced online shopping experience. It also helps FedEx minimize delivery attempts to recipients who may not be at home.
