“In today’s world where customer experience drives success or failure, our strategy is to drive profile registrations and expand our user base by enhancing our user experience and engagement to offer compatible matches, drive retention and fuel business.” said Rajasekar KS, GM – Marketing at Matrimony.com. Read on for Rajasekar’s insights on how customer experience directly impacts business outcomes.
Meeting rising customer expectations in real time
We leverage technology to understand our customers better and build deeper relationships with them. With over 300 matchmaking sites and several touch points including mobile apps, PWA (Progressive Web Apps) and desktop, our highly available systems offer reliable, consistent and optimized experience to over 3.7 million customers at any point in time.
Technology has raised customer expectations and they now expect instant responses. All the insights we get empower our huge calling engine to have intelligent conversations with customers. Real time customer intelligence and insights helps them show the customers that they understand them and their expectations better than anyone else. It makes us show we care. That makes them warm up to us. Through the insights gathered we deliver the best matches to members at the right time and on the right channel (app, mobile, email, desktop).
Technology enables us to seamlessly synthesize information across telesales, retail, payment assistance, customer service and digital platforms
Our award-winning matchmaking algorithm (MIMA) helps deliver matches that are relevant to the customers. Our recommendation engine studies a ton of data including user preferences, expectations and behavior, not to speak of historic data. It helps deliver high value, boost the prospects of members in finding compatible matches and ultimately drives business results.
Connecting employees directly to the customers for better communication
Collecting and organizing actionable data, Matrimony.com’s robust Customer Relationship Management (CRM) leads to improved communication by offering front-end employees access to all customer data. It also means greater efficiency throughout the system besides superior customer service and analytical data and reporting. Our CRM enables a complete view of our customer profile, activities and communications to deliver a rich experience to members.
Our campaign management enables better personalization and improved conversations through data insights. In terms of tele-calling and customer service, a huge front end team that manages queries is empowered with insights enabled by technology to have deeper, intelligent and meaningful conversations. Our engagement with customers is highly contextual. Even the queries through social media is fed into the system to offer better and quicker services.
Automating to serve better
The business process automation of our matchmaking services like BharatMatrimony, CommunityMatrimony, EliteMatrimony, assisted services and marriage services including MatrimonyMandaps, MatrimonyPhotography and MatrimonyBazaar has led to seamless experience and fulfillment of services and enhanced conversions from free to premium memberships.
Driving success with the help of technology and exceptional customer experience
By combining technology and human interaction, we deliver a superior experience to our customers and that has significantly impacted our business. It can be seen from the fact that over 3.7 M new members join us every year, over 1 lakh success stories are reported and a significant share of our marriage services business come from our own matchmaking customers. In FY18, we did 335.54 Cr in consolidated revenue with a net profit of Rs 73.36 Cr, a growth of 72.3% against the corresponding previous year.
In today’s world where customer experience drives success or failure, our strategy is to drive profile registrations and expand our user base by enhancing our user experience and engagement to offer compatible matches, drive retention and fuel business.