Dubai, United Arab Emirates, March 13, 2023 – FedEx Express, a subsidiary of FedEx Corp. (NYSE: FDX) and the world’s largest express transportation company, 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 the United Arab Emirates (UAE).
FDMi is an interactive e-commerce delivery solution that provides customizable delivery options and alerts. E-tailers using the solution can offer their 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.
“Seamless solutions and customer-centricity lie at the heart of our operations. The integration of WhatsApp in the FDMi e-commerce solution is an exciting addition to our suite of digital services for our customers and e-tailers. The aspect of increased transparency and traceability through their mobile device offers consumers the much-needed reassurance and enhances the last-mile delivery experience,” said Taarek Hinedi, vice president of FedEx Express Middle East and Africa operations. “These service enhancements are critical in delivering unique, customer-focused experiences.”
With a robust online and digitally savvy population, this feature benefits consumers in the UAE and facilitates a greater level of personalized and curated customer experience. It is estimated that more than one-third of UAE customers purchased a product or service using their smartphone at least once a week, which is higher than the global weekly online purchase average.[1] In addition, the UAE is among the largest e-commerce markets around the globe, with a projected revenue of US$17.2 billion by 2027.[2]
The WhatsApp instant messaging social media platform has 2 billion active monthly users globally, with over 8 million users in the UAE[3], making it the most popular chat app in this market. The integration of WhatsApp into FDMi makes it a much more practical 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 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 re-direct options with the click of a button directly in the WhatsApp chat window.
Integrating 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 devices, as well as an enhanced online shopping experience. It also helps FedEx minimize delivery attempts to recipients who may not be at the registered delivery address.
