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06/09/2020

Newegg bridges gap between 3PLs and customers

Dan Berthiaume
Senior Editor, Technology
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Newegg’s in-house fulfillment network is providing a turnkey customer service outsourcing solution.

The tech-focused e-tailer’s Newegg Logistics division is adding Newegg Bridge to its portfolio of third-party logistics (3PL) solutions. Newegg Bridge offers flexible, customizable solutions tailored to individual companies. These include an omnichannel contact center solution with trained customer service agents, as well as social media tracking, engagement and analysis services for traditional channels such as Facebook and Twitter, as well as other more specialized online forums.

Newegg integrates with its 3PL clients’ systems and requirements. Newegg Bridge users have the options of engaging a dedicated team of agents manage all customer interaction start-to-finish, a shared agent solution for low volume, or a blended solution that provides a dedicated team of agents while leveraging a shared agent model to help manage spikes in contact volume.

“Traditional 3PL services tend to focus on warehousing and fulfillment, however, we see growing demand among our clients for a more comprehensive set of solutions,” said Jamie Spannos, global COO of Newegg. “To meet this demand, we’re happy to now offer outsourced dedicated customer service capabilities that address what has become a common pain-point for many of our sellers, vendors and more broadly across our 3PL clients. With Newegg Bridge, our partners can focus their attention on growing their businesses and leave the customer service to Newegg. Newegg Bridge complements our ecosystem of service offerings, connecting multiple channels including email, phone, chat, SMS and social across multiple spoken languages.”

Newegg is headquartered in City of Industry, Calif., with North American distribution facilities located throughout the U.S. and Canada.