Zomato today announced the launch of an in-app chat feature that enables customers to chat with the team at Zomato for any order-related queries. The feature comes as an update to the existing app, and the company expects to enhance online ordering experience through the new feature.

The new assistance feature is currently enabled for users in India and UAE; it has been integrated through a partnership with Konotor—a mobile-first user engagement platform. 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”.zomato-order

Users can notify the contact centre through the chat feature, anytime between 9am and 11pm (Indian Standard Time) across all cities in India and UAE where Zomato’s online ordering service are available.

The instant nature of the messages enables real time and direct line of conversation for users. Users can track their orders, get information on promos, cancel orders and/or check the refund status for a rejected order.

“Over the past 6 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, with the introduction of this feature,” said Tanmay Saksena, Global Business Head – Online Ordering, Zomato.

In addition to restaurant search and discovery, Zomato has been expanding its offering to include a whitelabel platform that enables restaurants to launch custom-branded native mobile apps, and bridge the gap between them and their customers.

P.S: At our upcoming UnPluggd, we are conducting an AMA (Ask Me Anything) with Deepinder Goyal, the founder and CEO of Zomato! Drop everything and be there!

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