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RightNow Builds Customer Relationships at Auto Electronics Firm

By Rajani Baburajan
TMCnet Contributor

Audio electronics major Shure announced it leverages RightNow, a provider of customer experience management solutions, to offer multi-channel experiences to its customer base of musicians, music enthusiasts and businesses.

RightNow is assisting Shure to build customer relationships when and where customers prefer to engage to increase brand loyalty.

Leveraging RightNow CX, the customer experience suite, Shure is driving interactions over the Web, Facebook (News - Alert), and mobile devices, besides streamlining contact center support.

“At Shure, we work tirelessly to develop flawless products and support them with the best customer service in the industry,” said Althea Ricketts, director, Support Services, Americas, Shure.

“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 RightNow, we can support the ever-changing customer landscape across multiple touch-points, including Facebook and mobile devices,” Ricketts added.

Utilizing RightNow CX’s mobile solutions, Shure customers can access, over the mobile device, a dynamic knowledge foundation to find answers to their questions, anywhere and anytime.

“As a company we can’t always expect customers, who often live on Facebook, to go to our corporate web page for information,” said Terri Hartman, director of Marketing Communications, Americas, Shure.

“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,” Hartman added.

With RightNow’s central, self-learning knowledge foundation, Shure has more than 3,500 public answers available for customers to easily view information themselves for quick web self-service.

Recently DeVry signed an enterprise-wide campus licensing agreement to expand its use of RightNow covering more than 10,000 employees across 96 campuses. This extended utilization of RightNow CX will help DeVry expand student service programs across their institutions.