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Restaurant discovery portal and food ordering app, Zomato, has updated its app by introducing a chat feature which will enable consumers to chat for any order-related queries.

Zomato has integrated the chat feature through a partnership with Konotor, a mobile-first user engagement platform.

Through in built chat in-app, users will be directly in touch with Zomato’s customer support centre to enquire or share feedback. The Zomato team will be available between 9:00 AM To 11:00 PM over the chat.

The company has made its new feature available to consumers in India and UAE for now. Also, along with enabled chat, Zomato has also included new features and performance improvements for a better functioning of online ordering.

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Tanmay Saksena, Global Business Head – Online Ordering, Zomato said, “Over the past 6 months, we have built a solid online ordering product, and are constantly working on improving the 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.”

In addition to restaurant search and discovery, Zomato has expanded its offering to include Online Ordering, Table Reservations, a Whitelabel Platform and a Point-of-Sale system, creating cutting-edge technology to connect restaurant businesses and customers in ways that will revolutionise the restaurant industry.

We tried to find how Zomato’s chat feature works. The app only allows assistance post the order has placed the order itself. Whereas, it could have been better if Zomato took orders through chat. Albeit, conversational commerce is catching up fast in the country. The companies have started realising the in-time need of consumers and are trying to introduce chat feature in the app.

zomato

Earlier this year, ecommerce marketplace Flipkart introduced chat feature called Ping that allows users to chat with their friends while shopping.

Apart from companies introducing chat features in-app, there are startups like Helpchat, Lookup, Haptik, Goodservice and more, that helps users perform multiple routine tasks by interacting with them over personalised chats. According to Deepak Ravindran, CEO of Lookup, “Chat-based assistants is disrupting the local commerce in India and is seen as a rising trend. It is supposed to be a $750 Bn industry.”


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