Zomato launches in-app chat feature to ease customer service!

Zomato has introduced a new in-app chat feature as part of their recent rollouts of app upgrades. Interestingly, the chat feature is also available in UAE. Users can now message the contact centre anytime between 9 am and 11 pm IST across all cities in India. It was one of the biggest additions to the app and the company has added yet another feature to improve the recently added online ordering experience.

With the new in-app chat features, consumers are allowed to interact with the Zomato team for any queries related to their food order. It's been launched in partnership with Konotor, a messaging platform for applications.

"Over the past 6 months, we have built a solid online ordering product and are constantly working on improving user experience. We aim to simplify the online ordering process...", said Tanmay Saksena, global business head - online ordering, Zomato.

With this feature, users can now track the food they have ordered, get information on promos, refund status or even cancel order.

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A Zomato spokesperson said that the restaurant search and discovery company has introduced many other new features to its Zomato app that include Custom Collections, Refreshed Dineline, and the Leaderboard 2.0 feature. Since Zomato uses third-party logistics company such as Roadrunnr and Delhivery, the online tracking for its deliveries was a major source of discussion. Users can converse with Zomato in this chat interface, and can also begin a chat about promotional tricks, follow orders, which they have placed, call off orders and even verify the reimbursement status on called off orders placed on the web (through a debit card). The alterations contain a revived Dineline that places images and reviews into separate tabs and a novel Account segment which holds settings as well as shortcuts.