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Detailed description of Zomato's journey to be one of the best restaurant search & discovery website/mobile app in India, and globally

Published in: Social Media


  1. 1. A projecton a nichesocialmediawebsite
  2. 2. 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
  3. 3. 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 techniques to gather reviews from site users or may employ professional writers to author reviews on the topic of concern for the site. The focus in this PPT is on a review site by the name of ZOMATO.
  4. 4. ZOMATO HELPS! Watch:
  5. 5. HISTORY OF ZOMATO • Online restaurant search and discovery service • Website founded in 2008 by Deepinder Goyal • Formerly known as until 2010. Renamed to Zomato as the earlier name contained ebay in it 2011 Coverage extended to Chennai, Hyderabad and Ahmedabad Launched mobile app 2012 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 2013 Expanded to New Zealand, Turkey, Brazil and Indonesia Website and Apps were available in multiple languages 2014 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
  6. 6. CHALLENGES • Spam Control – People trying to erode the image of restaurants by posting fake reviews • Expanding into tier2/tier3 cities – Currently they have the database of only tier1 cities • Building a dish database – They are in the process of building dish database i.e users can search by dish
  7. 7. COMPETITORS DOMESTIC COMPETITION • Burrp – part of media conglomerate Network 18 group • Indirect competition with 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
  8. 8. COMPARISON WITH AN INTERNATIONAL 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
  9. 9. 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
  10. 10. BEST PRACTICES AT ZOMATO • Data collection team are given extensive training on Zomato so that when they go for data collection and are asked questions about Zomato they can answer them which leads to fewer data collection errors • Zomato segregates reviews in two columns ( Top and Other). This gives users an option to read reviews by seasoned connoisseur of food • Zomato team visits each restaurant in person to scan the menu. Team doesn’t depend on websites for geographical co-ordinates but do them manually for correct co-ordinates • Zomato team manually reads reviews and deletes spam reviews if needed in addition to automated filters and behavior pattern matching.
  11. 11. 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”.
  12. 12. HOW NOT TO USE ZOMATO • Number of characters in the review should not be less than 140. Also, Junk reviews gets removed altogether. • Don’t put irrelevant or promotional content or any data about spam restaurants. • Don’t use foul/abusive/hateful language, threats or derogatory comments on race gender or religion. • Don’t add review without even visiting the restaurant. For example : ”Never been here, never want to.” • Don’t review a bunch of fast food outlets in quick succession. Reviews will be 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 and regulations. • In case of any dispute with any restaurant, contact the appropriate authority directly as Zomato doesn’t claim to be a court of law or a ministry of health.
  13. 13. THANK YOU.