FedEx to boost customer experience with picture of proof delivery

FedEx has rolled out a Picture Proof of Delivery service to reassure e-commerce consumers that their packages have been delivered to their doorstep.  

FedEx will offer Picture of Proof Delivery to express residential deliveries within the Asia Pacific region, where signatures-upon-deliveries are not required.  

The international shipping company said it is among the first carriers in the region to offer the service enhancement. 

“Consumers are now reporting that over half of their spending is going online which means that e-commerce has become truly mainstream,” said Kawal Preet, president of the Asia Pacific, Middle East and Africa (AMEA) at FedEx Express.  

“We are working rapidly to find ways to innovate digitally across our operations,” Preet said.  

“This will help to differentiate their service offerings and deliver an enhanced end-to-end customer experience,” she said. 

Starting in November 2022, customers in Hong Kong and New Zealand who choose the “no-signature-required” delivery option can opt for the Picture of Proof Delivery feature.  

Recipients will receive a photo showing the exact location of their package once it’s delivered to their doorstep, by tracking their package on the FedEx website.  

Picture of Proof Delivery will also be rolled out in other Asia Pacific markets in 2023. 

Improving Customer Experience in a Photograph 

FedEx reports that with the B2C e-commerce market growing by 12.5 per cent in Asia Pacific in 2022, residential deliveries are on the rise.  

Consumers are not always home to receive their deliveries, however. While the no-signature-required delivery option allows for their packages to be delivered, it can come with uncertainty about whether the package has actually arrived, even with parcel tracking available.  

FedEx said that a simple photograph brings “peace of mind” to e-commerce merchants and consumers.   

“We know that consumers increasingly expect an accurate and mobile-friendly parcel tracking experience when shopping online,” said Salil Chari, senior vice president, Marketing and Customer Experience at FedEx AMEA. 

“Consumers also want the assurance of knowing that their package has arrived at their doorstep,” Chari said.  

“By providing visual confirmation once the package arrives, we’re giving extra peace of mind, boosting consumer confidence in making future purchases which ultimately also benefits e-tailers,” he said. 

In October, the company integrated WhatsApp, one of the region’s most popular instant messaging apps, into its e-commerce delivery solution FedEx Delivery Manager International.  

Recipients using the service can receive delivery notifications, chat with FedEx directly and manage redirect options. 

The company has also expanded its international, day-definite, e-commerce shipping service FedEx International Connect Plus (FICP) to cover 14 markets in AMEA including Australia, Hong Kong SAR, India, Indonesia, Japan, mainland China, Malaysia, New Zealand, Singapore, South Korea, Taiwan, the Philippines, Thailand and Vietnam.