Newegg has climbed the Facebook platform to connect more easily with its users. The huge Newegg customer base will now be able to speak directly with the computer hardware and software retailer through one of the most popular apps in the world – Facebook Messenger.
The company is yet another one to join the list of businesses who share the same thought – to boost their customer service by adding the leading social network platform to their other means of communication. Facebook has already started to extend the Messenger concept to businesses as well, as users can directly chat with their retails in real-time.
Newegg already has a strong support system in the form of text, phone, mail and chat. With its foray into Facebook Messenger, it simply wants to strengthen that system by interacting more closely and directly with its customers. "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, Newegg's SVP of Sales and Marketing. "Offering support via Messenger is the next important step to provide our customers the best possible mobile experience."
This way the customers can talk to the company support team about their concerns over returns and exchanges, order status, or any other issues. They only have to search for the company within Messenger or visit the Facebook Page and send a message to the team.
Facebook has added an extra line showing the names of some suggested businesses users might be interested to chat with. It comes under the search bar labeled "for people and groups." People can now order taxis from Uber and Lyft, get information on flights and tickets from KLM, and access Spotify playlists from this platform, which has some 50 more apps running alongside the ones mentioned.
Newegg stated it will provide real-time responses to customer queries, between business hours 8:30 A.M. ET to 5:30 P.M. ET Monday through Friday. Any queries sent beyond these hours will receive a response on the following business day.
