Digital computer and electronics retailer Newegg wants to engage customers wherever they are, including on one of the world’s most popular social messaging apps. Newegg will begin using Facebook Messenger to provide customer support. The e-tailer currently offers customer support options via email, SMS text message, phone and chat. Giving customers the ability to engage with Newegg’s customer support representatives via Messenger is an important asset to add to the company’s mobile strategy, according to executives. “We are investing heavily in mobile – making it easier for our customers to use our apps and our mobile site,” said Merle McIntosh, senior VP of sales and marketing at Newegg. “Offering support via Messenger is the next important step to provide our customers the best possible mobile experience.” Customers can use Messenger to reach Newegg’s support representatives either from the retailer’s Facebook page or directly from within the Messenger app. This new service is enabled by digital customer service platform, In the Chat. 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. Newegg is one of the first companies to pilot Messenger for Business. Considering the vast reach of Facebook and the large amount of time consumers spend there, many other retailers may follow its lead.
