This company needs to be rated zero for its audacity alone. As a long time gold membership customer, top 1% consumers of platform ( confirmed by their yearly metric they provide customers on their usage) and a shareholder of zomato who recently offloaded my stock because I no longer have confidence in this companys long term future, I have to say zomato is taking way too many wrong steps lately.
You are charging people from premium service, but then you offload your entire customer service and there is absolutely no way to talk to a human. All you get is an AI bot that doesnt understand 90% of queries and refuses to connect to an agent because there isnt one.
Of all the companies pushing this AI nonsense, zomato has most obvious and most brutal gatekeeping because it provides customer NO option at all except to keep fighting with a bot that doesnt understand humans and parrots same pre-fed responses. I think not having any humans at all in customer care should become illegal. Companies shouldnt be allowed to get so big without having a stringent process in place to provide customers recourse in case of grievances and service failure. We need better consumer protection.
Swiggy stands completely at stark with zomato on this. Not only their customer service for Swiggy BLCK is operated by humans, its extremely swift and to the point in resolving queries. In fact I dont know of any e-commerce except zomato that deploys AI bots in a way that completely eliminates the option of consumer reaching out to an agent. Thats a big no in my book and sure shot way I will stop supporting the business.
Companies arent still catching on these AI bots are largely frustrating to customers and do not elevate our experience of the company. If your business depends on getting money from us, you need to understand we are your customers, not just your shareholders and CEOs for whom you are booking record profits by actively sabotaging user experience and customer service. If our experience of using your service is too frustrating, we will just take our money elsewhere, simple.
As it stands now, there is no point in getting Zomato over swiggy. Swiggy provides all of the same offers and rates as well as instacart which on average is more cost effective than blinkit, and it provides good customer service on top of it. Whereas zomato is a fully automated money making machine that puts zero emphasis on customer experience. Zomato has literally become the Facebook of food ordering apps, it doesnt care how you feel about UI, it doesnt care how you feel about service, it just keeps implementing things it likes while simultaneously ignoring all customer feedback.
Then the only way to vote is through wallet. I highly recommend boycotting zomato until they bring back a proper customer service and become more resolution focused. Until then, every order is a monetary risk, because when something goes wrong, you cant talk to anyone and there is no recourse. So please do not support businesses like this that will prioritise profit not only above ethics but also above treating their customers well, their main revenue generators.