WebSideStory, a provider of on-demand digital marketing applications, said yesterday that Cincinnati Bell selected the company's HBX Web analytics service to power a new self-service initiative designed to make the online customer service experience seamless and helpful for Cincinnati Bell customers.
Cincinnati Bell's Web site, www.cinbell.com, lets customers quickly resolve their account needs. It also lets them order new products and services and track how many rate plan minutes have been used.
Cincinnati Bell aims to migrate call center contacts to the online self-service center, giving customers the fastest, most convenient service. It also expects reduced customer service costs and a boost in online sales.
Cincinnati Bell's marketing and support staff will use San Diego-based WebSideStory's HBX analytics service to measure and improve the success of its initiative and to better understand customer needs and improve site usability. The team also will use HBX to chart the effectiveness of various banner ads and e-mail campaigns that promote the initiative. Cincinnati Bell has 600,000 subscribers.
Melissa Campanelli covers postal news, CRM and database marketing for DM News and DMNews.com. To keep up with the latest developments in these areas, subscribe to our daily and weekly e-mail newsletters by visiting www.dmnews.com/newsletters