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Calling All Web Sites - Internet Retailer

5/1/2006 Press Coverage

At the core of its success, Newegg’s executives say, is a laser focus on customer service. Its reputation relies on a 140-person customer service department that handles 10,000 customer communications each day through phone calls, e-mails and live chat. “Many businesses praise their customer service, but our department’s accolades speak for themselves,” vice president Howard Tong says, noting Newegg’s 9.63 out of 10 rating by ResellerRatings.com.

With its emphasis on customer service, the retailer is expecting sales to hit $1.6 billion this year. So why has Newegg, with its reputation and revenue growth in play, switched its customer contact center to a newfangled voice-over-Internet Protocol telephone system? Because it raises the level of customer service as well as the efficiency of its customer service department—while reducing costs, Tong says.

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