Zomato, the global online restaurant search and discovery company has launched a new in-app chat feature to its Restaurant search and discovery app, Zomato. The company has introduced this new feature to its Zomato app on Thursday in order to ease its customer service. This in-app chat feature allows customers chat with the customer support team working at Zomato regarding order-related queries. This feature is currently available on its Zomato app for the users in India and UAE. As this new feature is available in beta via the online ordering app Zomato Order, hence it is available in the Zomato app as well.

So, the next time when you wish to order via the restaurant discovery and food ordering app, Zomato, you can even chat with customer support and ask your queries regarding your food order or any other issues related to the company. You can also share feedback at any stage of the order process. The in-app chat feature can be used to get information on promos, track and cancel orders. It also allows users check the refund status for a rejected order.

The contact centre at Zomato is active between 9 am and 11 pm IST across all the cities in India and UAE where its online ordering service is available, Zomato said in an emailed statement. Users can now message the contact centre between the timings mentioned by the company in the email statement. Zomato has launched this amazing feature in order to enhance its customer service so that users can get best customer support from the company thereby the customers will be satisfied which leads to the growth in sales of the food ordering service.

Tanmay Saksena, Global Business Head – Online Ordering, Zomato said in an emailed statement:

“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,” added Tanmay.

The in-app chat feature has been integrated through a partnership with Konotor which is a mobile-first user engagement platform. This unique idea of offering customer support through instant nature of the messages enables real time and direct line of conversation for users. Also, the users will be able to track their orders, get information on promos, cancel orders and/or check the refund status for a rejected order.

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. It has added all these new features to its app post Diwali, with updates being rolled out on iOS a couple of days ago.

One of the best features launched by the company namely “Custom Collections” allows users curate their own lists of favourite restaurants, which can be bookmarked and shared. Another new Dineline feature bestows reviews and photos in separate tabs. The Leaderboards 2.0 tab provides social rank to top reviewers, ‘foodographers’, and bloggers. Zomato, the restaurant search company had launched food delivery service in March earlier this year.