Cincinnati Bell Selects WebSideStory's On-Demand Web Analytics To Power Major New CRM Initiative
WebSideStory (Nasdaq: WSSI), a leading provider of on-demand digital marketing applications, today announced that Cincinnati Bell (NYSE: CBB) has selected the company's award-winning web analytics service to power an important new self-service initiative designed to make the online customer service experience seamless and helpful for Cincinnati Bell customers. Cincinnati Bell's web site (http://www.cinbell.com) enables customers to quickly resolve their account needs. From ordering new products and services to tracking how many rate plan minutes have been used, Cincinnati Bell is committed to continually improving the customer's online experience. The marketing and support staff at Cincinnati Bell will use WebSideStory's HBX analytics service to measure and improve the success of its new initiative and to better understand customer needs and improve site usability. The team will also use HBX to chart the effectiveness of the various banner ads and e-mail campaigns that will promote the new initiative.
Cincinnati Bell's goal is to migrate call center contacts to the online self-service center, giving the customer the fastest service possible in a manner convenient to them. In addition to improving customer service, Cincinnati Bell also expects to see reduced customer service costs and a significant boost in online sales as a result of the program.
"This new strategy is all about improving the customer experience -- making it easier and quicker for customers to get the answers and services they need," said Cori Rothenbach, Vice President of E-Business for Cincinnati Bell, which has more than 600,000 subscribers. "At the same, we expect to see savings in customer support costs, as well as an uptick in the sales of new products and services. WebSideStory will be an integral part of this new initiative, helping us to make improvements that are in alignment with our business transformation plan."
"Call center deflection is one of the less talked about benefits of the web, but one of the most important," said Rand Schulman, Chief Marketing Officer for WebSideStory. "Every customer issue that can be resolved online instead of off can result in dramatic savings. We are proud to be at the center of Cincinnati Bell's innovative strategy to improve customer satisfaction."
HBX is an award-winning, on-demand visitor analysis and reporting service that delivers up-to-the-second information about online visitor and customer behavior. HBX is part of WebSideStory's Active Marketing Suite, a group of integrated, on-demand digital marketing applications consisting of web analytics, site search, web content management and keyword bid management. For more information, please visit http://www.WebSideStory.com.
About Cincinnati Bell
Cincinnati Bell Inc. (NYSE: CBB) is parent to one of the nation's most
respected and best performing local exchange and wireless providers with a
legacy of unparalleled customer service excellence. With headquarters in
Cincinnati, Ohio, Cincinnati Bell provides a wide range of telecommunications
products and services to residential and business customers in Ohio, Kentucky
and Indiana. For more information, visit http://www.cincinnatibell.com.
About WebSideStory
Founded in 1996, WebSideStory (Nasdaq: WSSI) is a leading provider of
integrated, on-demand digital marketing applications that improve online
marketing and sales. Its Active Marketing Suite consists of web
analytics, site search, web content management and keyword bid management and
is used by more than 1000 companies worldwide. WebSideStory is headquartered
in San Diego, California, and has European headquarters in Amsterdam, The
Netherlands. For more information, contact WebSideStory. Voice: 858 546-0040.
Fax: 858.546.0480. Address: 10182 Telesis Court, 6th Floor, San Diego, CA
92121. Web site: http://www.WebSideStory.com.