FedEx integrates WhatsApp notifications into digital e-commerce
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 FedEx Express’ Australian market and eight other markets in its Asia Pacific, Middle East, and Africa (AMEA) region: New Zealand, India, Indonesia, Malaysia, Hong Kong, Philippines, Singapore, and the United Arab Emirates (UAE).
FDMi is an interactive e-commerce delivery solution that provides customisable 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 currently has over 2 billion active users globally. In Australia and New Zealand, the WhatsApp platform is used by around 40 per cent of the population as people are spending more time online than ever before. Over 80 per cent of the population over the age of 16 in Hong Kong, India, Indonesia, Malaysia, Singapore, and the UAE are WhatsApp users, while more than one in four Filipinos use WhatsApp, making it the most favoured social media platform in those countries. With such high penetration in each market, the integration of WhatsApp into FDMi makes it an effective solution for shoppers.
Recipients expecting inbound deliveries receive a WhatsApp notification from FedEx Express upon shipment pickup. FedEx uses a Meta verified WhatsApp business account to help mitigate the risk of recipients responding to scams perpetrated on WhatsApp using the FedEx brands. Recipients can access tracking status and re-direct options with the click of a button directly in the WhatsApp chat window.
“We continuously strive to enhance our services to make our solutions more accessible and useful while adding value and supporting the growth of local businesses”, said Peter Langley, Vice President of FedEx Express Australasia. “The integration is another important step in continuous augmentation of our service suites to better support making business easier and deliveries more manageable for customers within this dynamic region.”
“We know that consumers have an increasing preference for personalized delivery services. 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”, said Salil Chari, Senior Vice President, Marketing and Customer Experience of FedEx Express’ AMEA Region. “This service enhancement is another example of how we are working at the intersection of our digital and physical networks to create differentiated, customer-centric service experiences.
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 Express minimise delivery attempts to recipients who may not be at home.
