The chat feature has been integrated through a partnership with Konotor, a mobile-first user engagement platform.
“Through the introduction of this feature, users can now initiate a chat with Zomato’s customer support centre and ask questions or share feedback at any stage of the order process. Users can currently message the contact centre anytime between 9am and 11pm (Indian Standard Time) across all cities in India and UAE where Zomato’s online ordering service is available,” the company said in a statement.
This feature is currently available for users in India and UAE.
Zomato launched its online ordering service in May this year, and offers customers access to 15,000 restaurants across 14 cities in India. The company claims that in less than a year of operations, its ordering business is growing 50% month-on-month.
“Over the past six months, we have built a solid online ordering product and are constantly working on improving user experience. With this update, we’ve focused on improving and simplifying the communication flow between users and Zomato during the order process. We aim to simplify the online ordering process and give users the option of a faster, more efficient, and reliable way of getting food delivered.” Tanmay Saksena, Global Business Head – Online Ordering, Zomato said.