Wednesday, July 8, 2020

My article in Paulwriter.com: Matrimony.Com’s Technology Delivers Exceptional Customer Experience


“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.

The diversity of customers and the multiple factors that come to play during the search for a life partner – from personal interests, language, education, career, location, family, lifestyle to horoscopes is what makes it interesting in understanding human behaviour, history and more to find them a match.

Meeting rising customer expectations in real time

Matrimony.com’s technology delivers superior matches and customer experience
We leverage technology to understand our customers better and build deeper relationships with them. With over 300 matchmaking sites and several touchpoints including 145 retail outlets, mobile apps, PWA and desktop, our highly available systems offer reliable, consistent and optimised experience to over 4.5 million active customers at any point in time.

Technology has raised customer expectations and they now expect instant responses and better matches. 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 and builds enormous trust for our brands. Through the insights gathered we deliver the best matches to members at the right time and on the right channel (app, mobile, email, desktop and retail outlets).

Technology enables us to seamlessly synthesise info across Tele sales, Retail, Payment Assistance, Customer Service and Digital platforms.

We are leveraging Artificial Intelligence (AI) to help us focus on identifying, engaging and nurturing our customers. AI also helps us in determining the product that best fits customers. We use analytics to guide users throughout the discovery process of finding the right match. 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 behaviour, not to speak of historic data. It combines the user’s stated preferences with their behaviour on our apps, wap and websites to prioritise the matches for them. It helps deliver high value, boost the prospects of members in finding compatible matches and ultimately drives business results.

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
Collecting and organising actionable data, Matrimony.com’s robust 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, analytical data and reporting. Our CRM enables a complete view of our customer profile, activities and communications to deliver a rich experience to members.

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.

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 5.28 M new members registered with us in FY20, of whom 704, 209 are paid subscribers and a significant share of our marriage services business come from our own matchmaking customers. In FY20, we did 371.8 Cr in consolidated revenue, growth of 13.1% Y/Y with a net profit of Rs 29.5 Cr.

Original article here https://paulwriter.com/matrimony-coms-technology-delivers-superior-matches-and-exceptional-customer-experience/

Monday, June 29, 2020

Matrimony.com Optimises TV Campaigns, Improves Digital Spending: Rajasekar KS – Matrimony.com

Being India’s first pure-play consumer Internet company to be publicly listed Matrimony.com is doing phenomenal in the digital marketing sector. With the COVID 19 crises affecting all sectors and people working in all mediums, the Matrimony.com has set up its stand with its appealing and user-friendly features. On a quick chat with Medianews4U, Rajasekar KS, GM Marketing at Matrimony.com reveals how this COVID crisis had made an impact on various industries and how they are trying to handle the same efficiently.

Speaking about industries coming up with new normal and how he foresees it like a marketer, he said that COVID 19 has definitely affected and disrupted people’s lives and we need to come up with new ideas and inventions so as to overcome this stressful situation. Regarding matchmaking, he said that it takes a lot of time for people to find a match and they are not feeling much of pressure because of the crises.
Further, he said that there is a significant increase in registrations across matrimony.com services, including BharatMatrimony. Due to strict lockdown conditions, they may see a slow growth when it comes to weddings as of such. He further stated that since about 50 people are allowed at weddings things have started looking up.

Tuesday, November 27, 2018

My Interview: Matrimony.Com’s Technology Delivers Superior Matches and Exceptional Customer Experience

“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.
Read full interview here on PaulWriter

Tuesday, July 31, 2018

Recognised among World's Top 100 Content Marketers 2018

(Source: Express Writers)

I made it to the World's Top 100 Content Marketers 2018 Listing by Express Writers.

Humbled to share space with Joe Pulizzi, Ann Handley and Darren Rose. I'm listed at 80 and the only one from India.

Read how they evaluated and recognised the Top 100 https://lnkd.in/gRxcZXe

Awards push me to raise the quality of my work and also share my experiences with others.

Thanks for the constant encouragement.

Rajasekar KS
@rajasekarks_

Monday, February 12, 2018

Don’t Sell a Story, Tell a Story

If you tell your story, it’s selling. It meets with resistance. It doesn’t impact. It doesn’t touch their heart. Unless it’s a story that resonates. If our story is about them (customers) or their challenges, it's great. If they're the heroes of our story, it impacts. If it makes them feel good, it’s influence lasts. If it’s about an issue that resonates with them, it turns into conversations. If it’s their story, it’s fabulous. Don’t Sell a Story, Tell a Story! Here’s how we at www.bharatmatrimony.com have told their stories: Videos: http://bit.ly/2El8hHS Text Stories: http://bit.ly/2mmVxJW Their Challenges: Questions Singles Face: https://lnkd.in/fwq9kgM Breaking Stereotypes: https://lnkd.in/frANQic Excuses Singles Give to Delay Marriage: https://lnkd.in/fXdPRUE 10 Things Married Men Should Never Tell A woman: https://lnkd.in/fxGpNuY Their aspirations: https://lnkd.in/fhbqCpB

Thursday, January 11, 2018

There are slaves in the ant world - did you know

Pic: BBC
I was intrigued by the cons, battles, mutiny and enslaving acts of these tiny ants. The dark Protomognathus americanus ants that raid another ant genus Temnothorax and drag the offsprings out from their nests to their own territories and enslave them. Sometimes they occupy the nests they capture.
The deception they deploy to do this is straight out of a spy thriller.
The slave-maker queen deploys a decoy who snoops around to find out which nests have large number of potential young slave workers. These workers deceive the other ants by mimicking chemical signatures of the hosts. The would-be slaves then can’t seem to recognise the spy. At times, the slave-maker ants acquire the hosts’ odour by picking up the liquids adult ants exchange with their larvae. The third is more of a disruptive warfare, emit offensive chemicals from their glands that causes confusion in the enemy camp.
The slave-maker queen typically conducts these raids when she lays eggs. The slaves take care of these thinking they’re part of their own tribe. The slave ants work and take care of the queen and her tribe. When they queen’s eggs hatch, the offsprings go out and recruit more slaves.
And the slaves are not allowed to breed.
Here’s the more interesting bit of the story.
The slaves don’t seem to give up without a fight.
The slave workers patiently wait for the enemy pupae to emerge and then kill them. Sometimes they just carry them and leave them far away where they die without food. At times they destroy the enemy eggs.
The tyranny of the slave-makers often drives slave workers to revolt and stop cleaning and feeding the young enemy ants and let them die. At times, there’s a mutiny.
Doesn’t this sound like the human slaves story?

Tuesday, January 9, 2018

Are retailers missing something here…


Pic: express.co.uk
It’s amazing how retail stores spread over 1000s of sq feet forget a key convenience for customers (males, elders and perhaps children). As everyone and his grandmother knows women spend more time at a store than men. And we also know that men after some time become restless while shopping with women and children. They soon start looking around for a place to sit, whip out their phones and fight boredom.

I remember landmark, the bookstore, had stools to sit. Some Ikea stores even allow people to take a nap on their new beds. Music World had music stations.

If only stores could provide a place to rest (seating, some water and ports for charging mobiles), it could lead to happy women spending more time and perhaps more money at their stores.


Wonder why most stores haven’t realised this although they have space to do it.