When Social Media Bites Back: Zomato CEO Deepinder Goyal Responds with a Personal Touch

In the digital age world where consumer complaints tend to vanish in automated responses, Zomato CEO Deepinder Goyal was making headlines for responding personally to a viral complaint against the company's customer service. The complaint was posted by Ravi Sutanjani, a former Zomato partner and influencer, who blamed the platform's deteriorating service and the failure to reach a human agent.

 

Goyal's blunt intervention—publicly issuing the invite to Sutanjani to join and promising to investigate—created widespread debate about the place of real human assistance in technology-driven businesses. This move comes after a series of recent announcements and controversies at Zomato.

 

Key Highlights
Viral Complaint: Former employer Ravi Sutanjani criticized Zomato's customer service on social media, stating that it was now effectively impossible to speak to a human customer agent, with nearly everything being routed to email and lengthy waiting times.

 

CEO's Personal Response: Deepinder Goyal responded personally and stated, "This is not by design, and I would love to get to the bottom of this. I would really appreciate your help." His personal response was welcomed on both sides and re-fanned debate on AI vs. human assistance.

 

Community Response: The event received huge response on the web, with users expressing the same displeasure and asking Zomato to introduce human touch to customer service.

 

Current Developments: Zomato's parent company will be renamed to "Eternal Ltd." to reflect that it is not just a food delivery company anymore, but also entities such as Blinkit and Hyperpure. Zomato's brand and app will not be altered.

 

Leadership in the spotlight: Goyal's hands-on approach is being regarded as a style for the new age, highlighting accountability and customer orientation at the leadership level.

 

Source: Economic Times, Hindustan Times, India Today