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DHL INTEGRATION × NEXREPLY
DHL ships your parcels. NexReply answers the customer queries.
Do you use DHL and find shipping questions taking up more and more time? NexReply's DHL integration automates emails about tracking, deliveries, delays, collection points and returns using real-time shipping data.
NexReply's DHL integration connects shipping data directly to your customer service process. When a customer asks about a DHL shipment, NexReply automatically retrieves the right information and incorporates it into a suitable email reply.
Tracking and delivery status
DHL tracking APIs can provide location, status, event history and expected delivery information for automatic replies.
When a customer sends an email with a question about an order or delivery
1
Analyse message
NexReply automatically analyses the content of the message.
2
Recognise question type
The system recognises that it concerns a shipping, delivery or returns query.
3
Retrieve DHL data
The relevant DHL data is retrieved via the API.
4
Generate response
The right information is incorporated into an accurate email reply.
5
Send or escalate
Only exceptions or unusual cases are forwarded to an employee.
DHL API DATA
What data the DHL API can provide to NexReply
The strength lies in combining operational shipping data with customer service.
Tracking and delivery status
Location, status, event history and expected delivery.
Shipping labels and shipment data
Label services for shipping and return labels.
Capabilities and shipping options
Which products and options are available for a shipment.
Parcel points and parcel shops
Parcelshop locator functionality.
Returns and return labels
Return flows and return labels for faster processing.
CUSTOMER QUERIES
Which customer queries NexReply can answer automatically
A large proportion of shipping-related customer service consists of predictable questions.
Track & Trace questions
Where is my DHL parcel? What is my tracking link? Can I track my order?
Undelivered parcels
My order has not been delivered yet. Where is my parcel? Status updates.
Delivery delay
Why is my parcel delayed? When will my order finally be delivered?
DHL parcel point queries
Can I collect my parcel at a DHL point? Which collection point is assigned to my shipment?
Returns enquiries
How do returns work? Do I already have a return label? What is the status of my return?
IN PRACTICE
DHL shipping question answered automatically
75%
Handled automatically
Resolved immediately without intervention from a support agent.
< 2 min
Average response time
Customers receive immediate answers, significantly improving their experience.
24/7
Always available
Immediate responses at weekends and during seasonal peaks too.
A Dutch fashion retailer ships hundreds of parcels through DHL every day. During busy periods, this led to a flood of emails about shipping status. Support staff spent hours copying and pasting tracking codes.
Since switching to NexReply, live DHL tracking updates have been linked directly to the correct customer query. The AI drafts a factual response including the exact delivery location, such as a specific DHL collection point. The team only needs to intervene in genuine exceptional cases and instances of transit damage.
E-commerce Manager
Fashion retailer and DHL user
BENEFITS
Why online shops connect DHL to NexReply
handle shipping questions automatically
share tracking information faster
reduce support pressure during delays
answer questions about parcel points more consistently
structure return queries more effectively
Make customer service scalable
OPERATIONAL
Not a chatbot for shipping queries, but infrastructure for accurate answers
The traditional chatbot
Traditional chatbots guess the intent and repeat generic FAQ lists. They often cause frustration because they have no access to up-to-date DHL data and cannot provide the customer with a concrete answer about their specific shipment.
NexReply Integration
NexReply acts as an intelligent layer on top of your systems, autonomously formulating answers based on real, live DHL logistics data. Controlled, factually accurate and fully in your own brand tone of voice.
ECOSYSTEM
DHL within the broader NexReply e-commerce infrastructure
DHL is rarely the only system in your operation.
Monta
Fulfilment status, stock levels and shipping details directly linked to customer enquiries.
NexReply connects to virtually any system where customer data is available via the API.
FAQ
Frequently asked questions about the DHL integration
Can NexReply automatically share DHL Track & Trace information?
Yes. NexReply can use DHL tracking information to answer customer questions about shipping automatically.
Can the DHL API provide shipping data for customer service?
Yes. Depending on the DHL service used, APIs can provide data on tracking, delivery status, event history, labels, capabilities and, in DHL Parcel flows, parcel shops as well.
Can NexReply answer questions about DHL collection points?
Yes. When collection point or parcelshop data is available, NexReply can include it in replies.
Is NexReply a chatbot for DHL customer questions?
No. NexReply automates email customer service based on operational data.
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