Newegg Brings Facebook Messenger to Customer Support, Enabled by ITC

Newegg logoeCommerce leader in digital customer service, Newegg adds Messenger with ITC

Newegg, North America’s leading online technology retailer has just made itself a leader in digital customer service by launching Facebook Messenger. As an early adopter of Messenger for Business, Newegg is able to receive and respond to customer messages instantly through Facebook’s communication app.

Using the ITC digital customer service platform, Newegg can respond simultaneously to customer queries through Messenger and other digital customer service channels. But Messenger’s 800-million strong user-base makes a powerful contribution to Newegg’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 customer the best possible mobile experience.”

As of today, reaching Newegg customer support is as easy as typing “Newegg” into your Messenger mobile app or in your browser at and start a conversation during regular business hour. After hours communications will be responded to the next day.

On the back-end using In the Chat’s unified digital customer service platform, Newegg’s customer support agents have access to customer queries not just from Messenger but also SMS text, web & mobile chat, and social media.

The announcement from Newegg arrives soon after TD Bank announced that it had adopted Facebook Messenger for customer service also using In the Chat’s unified digital customer service platform.

Momentum is on the side of the ITC unified mobile communications platform for customer service. Most of our clients that have seen success in SMS text soon expand into other new digital channels like Facebook Messenger.


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About the Author: Wayde Robson