In a significant move to enhance customer experience, FedEx Express, a subsidiary of FedEx Corp. and the world’s largest express transportation company, announced the launch of a dedicated, single toll-free customer care number in China. This initiative, revealed on September 7, 2006, was designed to streamline customer service operations and provide unparalleled support to its growing customer base in the region. The new Customer Care Number Of Fedex, 800 988 1888, marked a pivotal shift towards a more unified and accessible support system.
Prior to this consolidated approach, FedEx operated three customer centers across Beijing, Shanghai, and Guangzhou since 1998. These centers were each equipped with distinct toll-free numbers catering to Northern, Eastern, Central, and Southern China respectively. The introduction of a nationwide single customer care number for FedEx was a strategic decision to simplify access to support services. This was particularly beneficial for mobile professionals and businesses operating across different regions of China. Now, regardless of location, customers could dial one consistent number to connect with local FedEx customer centers for a range of services, including package delivery inquiries, real-time tracking and tracing, payment processing, general inquiries, and feedback submission. Recognizing the increasing use of mobile phones, FedEx also launched a separate service hotline, 400 886 1888, specifically for mobile users, further demonstrating their commitment to accessibility.
The newly launched toll-free FedEx customer care number operates around the clock, 24 hours a day, six days a week. This extended service window is supported by a dedicated team of 200 FedEx customer service representatives stationed across the three customer centers in China. To ensure immediate assistance for common queries, callers also have the option to utilize an automatic voice response system. This self-service system provides instant answers to basic inquiries and operates 24/7, ensuring that support is always available, even outside of regular business hours.
Peter Yin, Vice President, Customer Experience of FedEx Express, Asia Pacific, emphasized the company’s unwavering commitment to customer satisfaction. “At FedEx, we are always committed to satisfying our customers’ needs,” he stated. “Our employees have all pledged to make every FedEx experience outstanding. The launch of the nationwide single toll-free service number is one of our newest initiatives to deliver that commitment.” This statement underscores FedEx’s proactive approach to customer service and their dedication to providing exceptional support.
Further demonstrating its focus on customer experience, FedEx established a dedicated Customer Experience function within its Asia Pacific Division in September 2005. This function integrated customer service, planning and engineering, and service marketing groups, supported by a 600-strong team in the region. By leveraging this specialized function, FedEx aimed to elevate the customer journey, particularly for small and medium-sized businesses. The objective was clear: to become the leader in customer services within the express delivery industry.
About FedEx Express
FedEx Express stands as the world’s largest express transportation company, renowned for its rapid and reliable delivery services. Covering every U.S. address and extending its reach to over 220 countries and territories globally, FedEx Express is a cornerstone of international shipping. Utilizing a comprehensive global air and ground network, FedEx Express specializes in the swift delivery of time-sensitive shipments, typically within one to two business days, often with a delivery time guarantee, subject to certain conditions and regulations.
In conclusion, the introduction of a single, 24/7 toll-free customer care number for FedEx in China was a significant step towards enhancing customer support and streamlining operations. This initiative reflects FedEx’s ongoing commitment to providing exceptional customer experiences and solidifying its leadership in the express delivery industry. For any shipping inquiries or support needs, customers are encouraged to reach out to the FedEx customer care number for prompt and efficient assistance.
