FedEx TechConnect was presented with a “Voice of the Customer Award” at the Customer Response Summit 4, held earlier this month in Austin, Texas. The conference organizer, “Execs In The Know”, recognizes distinguished organizations that embrace customer excellence through the new and emerging customer channels of engagement (i.e. social media, web 2.0, Digital & Mobile Customer Experience).
“Our goal is straightforward – provide outstanding customer care, no matter which contact channel is used,” said Sheila Harrell, vice president, FedEx TechConnect customer service operations. “From our interactive voice response routing to our digital channels, we are committed to delivering a superior customer experience.”
The Customer Response Summit series is a dedicated peer-to-peer forum, gathering industry service leaders passionate about the customer experience to share ideas and strategies for the future.
In 1994, FedEx launched an Internet-based package tracking capability on www.fedex.com and added e-mail soon after that. By 2010, the interactive channels expanded to include proactive chat on fedex.com. The Blog Response Unit influences customer sentiment toward the positive by engaging authors on Twitter, Facebook and blogs and proactively addressing their concerns. In the majority of cases, comments about FedEx become more positive. FedEx said it will continue to capitalize on evolving technologies, incorporating them into the company’s contact channel strategy as appropriate.
“FedEx TechConnect embodies the spirit of the Voice of the Customer Award,” said Chad McDaniel, “Execs In The Know” founder. “The achievements and pro-active measures taken by FedEx to engage and ensure customer service excellence is a leading example for all to follow.”