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Using RightNow, the Customer Experience Takes Center Stage at Shure

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^{Published in Science and Technology on Tuesday, June 7th 2011 at 4:10 GMT by Market Wire}  

BOZEMAN, Mont.--([ BUSINESS WIRE ])--Global leader in audio electronics [ Shure Incorporated ] uses [ RightNow ] (NASDAQ:RNOW) to deliver superior multi-channel experiences to its worldwide customer base of musicians, music enthusiasts and businesses. Using [ RightNow CX ], the customer experience suite, Shure is powering exceptional interactions over the web, Facebook, and mobile devices, as well as streamlining contact center support. As a result, RightNow is helping Shure build stronger customer relationships when and where customers prefer to engage to increase brand loyalty.

"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 RightNow, wea™ve also been able to reduce operating expenses without sacrificing our renowned customer service."

aAt Shure, 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 RightNow, we can support the ever-changing customer landscape across multiple touch-points, including Facebook and mobile devices.a
Althea Ricketts, Director, Support Services, Americas, Shure, Inc.

RightNow CX for Facebook Connects Shure with Its Biggest Fans

With [ RightNow CX for Facebook ], Shure is extending its customer experience strategy to one of the worlda™s most popular and fastest-growing social networks. RightNow helps Shure customers find answers directly from a customer support tab on the companya™s [ Facebook page ]. Customers can scan the answers Shure provides, leveraging the RightNow knowledge foundation to find information to address their questions themselves. Customers are also invited to pose questions privately to an agent via [ Facebook ], which is routed to the appropriate subject expert for a quick, seamless response. In addition, Shure can capture [ Facebook ] inquiries within the overall customer record. This provides Shure with a single view of customer interactions from Facebook as well as traditional channels, enabling them to give consumers consistent, thorough responses no matter how they choose to engage.

aAs a company we cana™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.a
Terri Hartman, Director of Marketing Communications, Americas, Shure, Inc.

RightNow Empowers Shure Customers to Find Answers on Any Device

In addition, using [ RightNow CX ]a™s mobile solutions, on-the-go Shure customers can easily access, over the mobile device of their choice, a dynamic [ knowledge ] foundation to find answers to their questions, anywhere and anytime. Whether on their laptop, desktop computer, or smart phone, customers can view the same up-to-date, consistent information through RightNowa™s [ Web Experience solution ] to quickly troubleshoot issues.

RightNow Helps Shure Streamline Contact Center Support

With RightNowa™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. The wealth of information available to customers has greatly decreased the need for extensive agent assistance and has increased call and email deflection rates, which, in turn, has reduced customer support costs.

RightNow also helps Shure to automate the process of managing, routing and responding to customer emails. Emails are automatically routed to the appropriate department based on the type of information the customer is seeking. The ability to track, manage and reassign incoming inquiries, while having multiple users answering inquiries at the same time, has greatly increased Shurea™s contact center efficiency, while improving the customer experience.

aWith 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 RightNow, wea™ve also been able to reduce operating expenses without sacrificing our renowned customer service.a
Althea Ricketts, Director, Support Services, Americas, Shure, Inc.

About Shure Incorporated

Founded in 1925, Shure Incorporated ([ www.shure.com ]) is widely acknowledged as the world's leading manufacturer of microphones and audio electronics. Over the years, the Company has designed and produced many high-quality professional and consumer audio products that have become legendary for performance, reliability, and value. Shurea™s diverse product line includes world-class wired microphones, wireless microphones and in-ear personal monitor systems, headphones for performers, presenters and recordists, award-winning earphones and headsets for use with MP3 players and smart phones, and top-rated phonograph cartridges for professional DJs. Today, Shure products are the first choice whenever audio performance is a top priority.

Shure Incorporated corporate headquarters is located in Niles, Illinois, in the United States. The Company has additional manufacturing facilities and regional sales offices in China, Germany, Hong Kong, Japan, Mexico, The United Kingdom, The Netherlands, and the United States.

About RightNow

RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organizations deliver exceptional customer experiences across the web, social networks and contact centers, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2,000 organizations around the globe. To learn more about RightNow, go to [ www.rightnow.com ].

RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of The NASDAQ Stock Market LLC.