Zomato

A project on a niche social media website

THE TEAM

Nivedita

Krishnan

FT151001

Arjun

Pandey

FT153008

Archit

Raj

FT153071

Abhinav.S

FT152069

Chintan

Bhuva

FT154023

Mohit

Misra

FT154087

Rajat

Kedia

FT152031

Nupur

Sharma

FT151056

Soumya

Pillai

FT152018

Nitish.B

FT152084

Glassdoor: Helps find a job and company of choice

Mouthshut: Product review which includes cars,

electronic , credit Cards, Schools and websites

TripAdvisor:Travel website providing reviews of travel-

related content

GadgetReview: Reviews on cell phones, computer accessories,

DVD and digital cameras, handhelds, home theater and

portable audio

WineSpectator: Wine ratings, with full reviews, including

tasting notes, score and recommendations on when to

drink.

Yelp: Publish crowd-sourced reviews about local businesses

A review site is a website on which reviews can be posted about people,businesses, products, or services. These sites may use Web 2.0 techniquesto gather reviews from site users or may employ professional writers toauthor reviews on the topic of concern for the site.The focus in this PPT is on a review site by the name of ZOMATO.

ZOMATO HELPS!

Watch: https://www.youtube.com/watch?v=5Grk51USrBI

HISTORY OF ZOMATO

• Online restaurant search and discovery service

• Website founded in 2008 by Deepinder Goyal

• Formerly known as foodiebay.com until 2010. Renamed to Zomato as the earlier name contained ebay in it

20

11 Coverage extended to

Chennai, Hyderabad and Ahmedabad

Launched mobile app

20

12 Launched Citibank

Zomato Restaurant Guide which resulted in 2.5 million customers visiting website

Launched a site dedicated to food porn

Entered first overseas location: Dubai

20

13 Expanded to New

Zealand, Turkey, Brazil and Indonesia

Website and Apps were available in multiple languages

20

14 Acquired New Zealand’s

‘Menu-Mania’

More acquisitions in Europe

Direct competition with Yelp, Open Table and Zagat

Presence in 145 cities across 20 countries

CHALLENGES

• Spam Control – People trying toerode the image of restaurants byposting fake reviews

• Expanding into tier2/tier3 cities –Currently they have the database ofonly tier1 cities

• Building a dish database – They arein the process of building dishdatabase i.e users can search bydish

COMPETITORS

DOMESTIC COMPETITION

• Burrp – part of media conglomerate Network 18 group

• Indirect competition with Justeat.in and Toptable

INTERNATIONAL COMPETITION

• Hungrygowhere in Singapore – does not want to operate because of stiff competition

• Yadig and timeout in UAE – but claim to have 65% market share

• Yelp in US – biggest company in this segment and operates in 31 countries

COMPETITIVE EDGE OF ZOMATO OVER ITS COMPETITORS

• It has stuck to its core function

• Technological advancements – user friendly mobile app

• Rich content on restaurants and great product with an easy to navigate user interface

COMPARISON WITH ANINTERNATIONAL BRAND

• Yelp, headquartered in San Francisco, is a mobile phone App which publishes

crowd-sourced reviews about local businesses

• By 2010 , Yelp achieved revenues worth $30 million, and by 2014, Yelp recorded

a 135 million visitors per month, publishing 70 million crowd-sourced reviews

• Both Yelp and Zomato are go-to destinations for online restaurant reviews,

locations and cuisine preferences.

• The Indian start-up believes it has an edge over the American company because

of its “curated content”—a complete library of menus, lists of restaurants and

photos of food and restaurant interiors and exteriors that is carefully collected

and posted by Zomato employees.

• Zomato launched a war against Yelp with the acquisition of US-based restaurant

search guide Urbanspoon

HOW BRANDS USE ZOMATO

• Zomato has two sections – restaurant guide & blog

• The blog section features a blog maintained by the Zomato

team, based on customer’s experiences

• Restaurant guide helps in searching restaurants, dine out etc. and provides information on home delivery, cafés and nightlife .etc.

• Brands are using Zomato platform to take feedback and MOT from the customers end

• Brands are using the Zomato platform to increase visibility

• Zomato is serving as an interface between customers and the restaurants

BEST PRACTICES AT ZOMATO

• Data collection team are given extensive training on Zomato so that whenthey go for data collection and are asked questions about Zomato they cananswer them which leads to fewer data collection errors

• Zomato segregates reviews in two columns ( Top and Other). This givesusers an option to read reviews by seasoned connoisseur of food

• Zomato team visits each restaurant in person to scan the menu. Teamdoesn’t depend on websites for geographical co-ordinates but do themmanually for correct co-ordinates

• Zomato team manually reads reviews and deletes spam reviews if needed inaddition to automated filters and behavior pattern matching.

SUMMARIZING BEST PRACTICES

PUT CUSTOMERS FIRST

• Product team overpowers

• Focus in website on products than on advertisements

GET PERSONAL WITH FEEDBACK

• Real Person write back

• Not sticking to the automated mail culture

CUSTOMER SERVICE AS CORE STRENGTH

• Best people manning the queries

• Understanding the business intelligence behind customer service

BE EMOTIONAL

• Customers will only care for product if you do

• Changed product tagline from “India’s #1 online restaurant guide” to “Discover more places to eat around you”.

HOW NOT TO USE ZOMATO

• Number of characters in the review should not be less than 140. Also, Junkreviews gets removed altogether.

• Don’t put irrelevant or promotional content or any data about spamrestaurants.

• Don’t use foul/abusive/hateful language, threats or derogatory commentson race gender or religion.

• Don’t add review without even visiting the restaurant. For example : ”Neverbeen here, never want to.”

• Don’t review a bunch of fast food outlets in quick succession. Reviews willbe moderated in the anticipation of this being a suspicious activity.

• Don’t plagiarise. Create your own content.

• Refrain from using inappropriate names, bios or profile images.

• Don’t overlook the terms and conditions of Zomato as well as local laws andregulations.

• In case of any dispute with any restaurant, contact the appropriate authoritydirectly as Zomato doesn’t claim to be a court of law or a ministry of health.

THANK YOU.