FedEx has expanded its WhatsApp integration in New Zealand, enabling businesses and consumers to manage shipments and customer support through the messaging platform.
The company says the enhanced capability allows users to schedule pickups, track shipments and resolve enquiries with live customer support, alongside self-service tools.
FedEx says the upgrade transforms WhatsApp from a notification tool into a near real-time, two-way logistics management channel, with integrated APIs enabling more complex tasks such as case creation and digital customs documentation.
Regional vice president Australasia Peter Langley says the move is aimed at simplifying logistics by embedding services into platforms customers already use.
“We are focused on advancing digital solutions to simplify global trade by integrating digital tools into customer’s daily workflows.
“By expanding WhatsApp from notification tool into an interactive self-service channel, we are enabling Australian businesses to manage shipments more efficiently and deliver faster, more seamless supply chain experience for their customers,” Langley says.
FedEx says the expansion reflects the widespread use of WhatsApp in New Zealand, where more than half the population uses the platform, and aligns with a broader shift toward digital-first supply chains.
The company says the changes will be particularly useful for small and medium-sized businesses, allowing them to digitise high-frequency tasks such as pickup scheduling and tracking, reducing administrative workload.
For e-commerce retailers, the update adds flexibility to last-mile delivery, enabling customers to select delivery times and locations or update addresses while shipments are in transit, subject to FedEx terms.
FedEx says the enhanced interface allows users to move beyond passive tracking and take more active control of shipments within a single chat thread.
