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How Can Technology Deliver Superior Customer Service

By FedEx | First published: October 28, 2019    Updated: May 30, 2023

Logistics technology can help small businesses connect with their customers. Learn how you can tap into growth opportunities with the latest technological innovations.

Customer service in the logistics industry has traditionally relied on frontline couriers, like the friendly delivery man. But these days, customer service exists at every stage of a customer's journey and is increasingly integrated. The catalyst? Technology.
In Asia, global supply chains are increasingly driven by emerging markets. By 2050, at least 8 of the top 20 economies will be in Asia, including China, India and Japan. Our world is changing rapidly with a booming population, rising middle class and growth in innovation.
In response, technology is being used to create smarter, digital supply chains that serve customers with specific business needs. Digital innovation must solve a problem. It also needs to adapt and be ready to respond to volatility and risk, and most importantly, reduce complexity and cost.
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Whether in the warehouse or on a mobile app, technology creates new opportunities for logistics providers to engage with customers. It also enables brands to curate a superior customer experience. Designing and deploying these innovations require integrated teamwork, from IoT (Internet of Things) specialists to frontline delivery teams working together to meet shifting expectations of convenience and speed.

Connect with customers wherever they are

Customer service today is no longer a transactional, offline activity. With emerging trends like live commerce, being able to respond right away is essential. Now, the majority of customers expect service within five minutes of making contact online. Logistics companies can talk to their customers before their shipment is even packaged, through online bots and live messaging services. Technologies like chatbots and FedEx online virtual assistant help us advise customers on how to ship their goods and handle international imports.
Providers who can meet high expectations will not only have more satisfied customers, but also empowered customers who can expand their shipping capacity with confidence.

Consistently innovate with intelligence

With growing innovation in logistics, customers have rightly come to expect full transparency on how their packages are being shipped—and delivery timings that are precise up to the hour. The FedEx Delivery Manager International (FDMi) enables precise shipping, tracking and scheduling.
For healthcare and pharmaceutical supplies, this level of scrutiny in the supply chain is essential. Demonstrated during the recent Covid19 pandemic, the need for speed and the highest quality of temperature-controlled shipping takes on critical importance.
FedEx Healthcare Priority (FHP) provides specialized packaging and temperature-controlled shipping solutions, allowing customers to ship biogenetics, clinical samples, medicines and biomaterials at consistent temperatures for days. Customers can protect the integrity of biologics and chemical compounds by tracking and monitoring the ingredients from supplier to factory with a portfolio of temperature-controlled solutions.
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Best-in-class sensors and wireless technologies ensure that perishable medicine is always shipped and stored within its ideal temperature range. This protects against damage particularly in wildly varying climates – from intense tropical humidity and heat to the frigid chill of winter.
With SenseAware providing real-time monitoring, customers have a clear line of sight at every stage. Add to that unprecedented delivery times with zero compromise on reliability and you have a happy customer that trusts you.
For example, a heart patient in Singapore can receive a pacemaker made half way round the world in one night; sensitive biomaterials such as human liver cells can be sent between Japan and the US; custom-designed cranial pieces made in Asia can be delivered for surgery the very next day in the US.

Prioritize convenience at every step of the journey

Ultimately, technology is an opportunity to make the customer experience more convenient, from start to finish. Technological innovations are particularly relevant in AMEA where e-commerce continues to grow. This propels logistics providers to innovate, experiment and ultimately make shipping as convenient as possible for the customer, from the warehouse to their house.
To stay ahead, it’s essential to continuously innovate and improve current innovations. No longer a silo, customer experience has become the driving force of logistics – and it’s here to stay.
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