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Newegg Leveraging Facebook Messenger For Customer Support

Tech specialty e-tailer Newegg has added another tool to its customer-service arsenal: private messaging through Facebook.

The company said it is among the first enterprises to pilot Messenger for Business, which now joins its email, SMS text, phone and chat support options.

According to Newegg sales and marketing senior VP Merle McIntosh, Messenger is an important asset that will help enhance the e-tailer’s m-commerce strategy.

“We are investing heavily in mobile — making it easier for our customers to use our [iOS and Android] apps and our mobile site. Offering support via Messenger is the next important step to provide our customers the best possible mobile experience,” he said.

Customers can now reach support staff by messaging them via Newegg’s Facebook page, or can search for Newegg directly from within the Messenger app to start a conversation.

Customer reps will be available to address issues in real time during regular business hours, and will respond the following day to after-hour messages, the company said.