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Shure opens new channels for customer interaction

Audio electronics manufacturer Shure is enhancing its relations with musicians, music enthusiasts and businesses through customer experience technology. Shure has chosen the RightNow CX suite to power its communications over the Web, Facebook and mobile devices, and to streamline contact center support.

Althea Ricketts, director of support services, Americas, for Shure, says, “We work tirelessly to develop flawless products and support them with the best customer service in the industry. RightNow is a huge competitive advantage, allowing us to deliver great customer experiences around the globe, no matter how customers would like to connect. With it, we can support the ever-changing customer landscape across multiple touch points.”

Via RightNow CX for Facebook, Shure customers can find answers directly from a customer support tab on the company’s Facebook page. They can scan answers Shure provides, leveraging the RightNow knowledge foundation, and they can pose questions privately to an agent via Facebook, according to RightNow. Shure can also capture Facebook inquiries within the overall customer record. That provides the company with a single view of customer interactions from Facebook, as well as from traditional channels, according to a press release from RightNow.

Terri Hartman, director of marketing communications, Americas, for Shure, says, “As a company we can’t always expect customers, who often live on Facebook, to go to our corporate Web page for information. RightNow is instrumental in helping us connect with customers where they are and build awareness with next-generation consumers. The ability to provide customer service over social media is helping us to build deeper relationships with our customers.”

Shure customers also have access over their mobile devices to find answers to their questions through RightNow CX's mobile solutions. For quick Web self-service, Shure has more than 3,500 public answers available for customers to view information themselves.

Ricketts says, “With RightNow, Shure is able to access real-time, relevant knowledge to streamline support and increase contact center efficiency to deliver the right information via multiple channels. Thanks to the solution, we’ve also been able to reduce operating expenses without sacrificing customer service.”

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