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Newegg Teams with Facebook Messenger to Enhance eCommerce Customer Support

2016/04/06 Press Release

April 6, 2016 – Los Angeles, CA – Newegg – the leading tech-focused e-retailer in North America – today announced it will begin using Facebook Messenger to provide customer support. Newegg is among the first companies to pilot Messenger for Business within their organizations.

Newegg currently offers a breadth of support options via email, SMS text message, phone and chat. Giving customers the ability to engage with Newegg’s customer support representatives via Messenger – one of the most popular apps in the world, with hundreds of millions of users – is an important asset to add to the company’s mobile strategy.

“We are investing heavily in mobile – making it easier for our customers to use our apps (iOS and Android) and our mobile site,” said Merle McIntosh, SVP of Sales and Marketing at Newegg. “Offering support via Messenger is the next important step to provide our customers the best possible mobile experience.”

To reach Newegg’s customer support representatives via Messenger, simply visit Newegg’s Facebook Page and message the support team. Or, search for Newegg directly from within Messenger to start a conversation. This new service is enabled by In the Chat, whose digital customer service platform brings together contact management capabilities for social media, text, chat, email and messaging apps in a single, convenient contact center solution. During regular business hours, Newegg’s customer support representatives will be available to help resolve issues in real-time. Messages sent outside business hours will receive responses the following business day.

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