About
About Matrimony.com
Matrimony.com runs a personalised matchmaking business across its Assisted Services and Elite Matrimony offerings. Both are paid services in which customers are supported by relationship managers throughout the matchmaking journey. RMs actively engage prospects, introduce relevant profiles, communicate expressions of interest and facilitate next steps between prospective matches.
RMs communicate directly with prospects from their own WhatsApp numbers, so the customer always knows exactly which RM they are dealing with.
The challenge
What they set out to solve
With a large RM-led customer base, the requirement was to bring customer conversations and calling onto a single platform while retaining the personal connection of the RM's own number. The business also needed better visibility into conversations, calls, RM productivity, customer engagement and where customers were dropping off during the journey.
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