DHL Express improves customer experience with new Digital Assistant platforms

The digital assistant is available on WhatsApp, Facebook and DHL’s content hub, Discover

DHL Express, the world’s leading international express service provider, improves its customer communication by integrating digital solutions into its operations for a better customer experience.

Customers can contact DHL Express customer service at any time via mobile chat

With the digital assistant on WhatsApp, Facebook and its content hub Discover, DHL aims to help customers receive updates on the company’s products, services, shipping rates and shipment status.

“Digitization enables companies to modernize processes, make workflows more efficient, increase security and increase profitability. Digital channels are helping companies transform the way they interact with customers. Digitization enables customers to get direct insights into our products and services or track shipments anywhere, anytime,” said Nigel Lockett, DHL Express Country Manager.

WhatsApp Digital Assistant (DA) instantly answers all basic international shipping questions and provides curated shipping information. Customers can enter their 10-digit DHL Express waybill number to check the shipment status and the DA will provide the latest delivery information.

The DA includes a link to MyDHL+ if a customer wants to check prices or estimated delivery time.

For customer convenience, WhatsApp DA also provides up-to-date local import and export information on medical and hygiene-related items.

It can also help customers connect with a customer service advisor for more complex queries.

“With the help of technology, we want to create a better experience for customers and be available whenever they need us. We can also help them expand their reach into the global market,” added Nigel Lockett.

Customers in the Philippines can also connect with a DHL Express customer service agent through an embedded digital assistant on the Discover website or the DHL Express Philippines official Facebook page.

“Everyone is online and that’s where we want to be too, because that’s where our customers are too. You are important to us and we want to hear your questions. We hope to provide you with answers to meet your shipping needs. These tools were also developed to support our customers so that they can reach them in multiple ways,” said Eric Queppet, DHL Express Philippines Commercial Head.

Interested customers who want to explore international shipping options or open a DHL account simply need to go to

Customers can contact customer service via the Digital Assistant on the DHL Express website ( or on WhatsApp at +63 2 8271 3766.

DHL is the world’s leading brand in the logistics industry.

The DHL divisions offer an unrivaled portfolio of logistics services ranging from domestic and international parcel delivery, e-commerce shipping and fulfillment solutions, international express, road, air and sea transportation to industrial supply chain management.

With around 380,000 employees in more than 220 countries and territories worldwide, DHL connects people and companies securely and reliably and enables global sustainable trade flows.

With specialized solutions for growth markets and industries including technology, life sciences and healthcare, engineering, manufacturing and energy, auto and retail, DHL is critically positioning itself as “The Logistics Company for the World”.

DHL is part of the Deutsche Post DHL Group. In 2021, the group generated sales of more than 81 billion euros. With sustainable management and commitment to society and the environment, the Group makes a positive contribution to the world.

Deutsche Post DHL Group is aiming for net-zero emissions logistics by 2050.