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 details to help you better. For example, when starting an investigation into a missing package. Don’t worry, Daan only asks for information that’s relevant to your question or issue. And he always handles your details with care.
Learn more about this on the page Why does PostNL ask for my details?
