PostNL has had a digital colleague since 2018: chatbot Daan! Daan is always your first point of contact when you need to get in touch. Every month he helps to answer questions and resolve problems in over 80,000 chats. He can help find your parcel, for example, or tell you what to do if you do not have a track & trace code. If he is unable to help you further, he will connect you to our customer service team.
Every weekday, we deliver around 800,000 parcels across the whole Benelux region. The number of parcels is increasing year on year, and we do not want this to result in longer customer service waiting times. That is why Daan is there to support our colleagues. He ensures that there is always someone to help you.
Daan sometimes asks for your information so he can help you better. This happens when he wants to transfer you to a colleague so that they can help you right away, or if he wants to open an investigation into a missing parcel. You can rest assured that Daan will only ask for the information he needs to address your question or problem and will handle your data with care.
