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YouTuber and entrepreneur Ishan Sharma in a post shared a Zomato customer support executive’s heartfelt response to his order related issues.
Sometimes, customer service interactions can leave a lasting impression with their genuine empathy. A recent exchange between a Zomato support executive and an entrepreneur has been winning hearts on social media for this very reason. In a post shared on X, YouTuber and entrepreneur Ishan Sharma recounted a chat he had with a Zomato customer support executive named Imran. The conversation unfolded after Ishan received a chai order that was missing jaggery. Despite being a small issue, the interaction stood out due to the executive’s heartfelt approach to resolving it.
In the screenshot of the chat, Ishan is seen explaining his problem: “I can’t have this chai now,” he wrote, followed by, “What to do?” The absence of jaggery seemed to have ruined the experience for him. Imran responded thoughtfully, suggesting, “Sir..! I request you to have the chai..! I can initiate the refund for the jaggery.”
Although the refund amount was a mere Rs 6, Imran maintained a professional and caring tone throughout. When Ishan shared that he couldn’t enjoy his tea without the jaggery, Imran’s response struck a chord: “I know how it feels in the morning and without tea it makes us feel lost..! Please sir..! Just for today I request you to have the chai! I don’t want you to feel like this.”
“Zomato got pookie chat support,” Ishaan wrote in the caption of his post.
The support executive’s heartfelt response to Ishan sparked a flurry of reactions from social media users.
One user quipped, “Zomato’s got that personal touch! #PookieSupport,” while another said, “Zomato has always been a pookie.”
Someone joked, “This might be outsourced, but the training could use some chai-specific empathy modules.”
Fun in the comment section continued with one user writing, “Message in the boardroom will be: Make a relationship with customers.”
Last year, Zomato transformed a woman’s love for coffee into a unique celebration through a creative ad campaign. It highlighted Mishquat, a woman from Mumbai who spent an incredible Rs 9.4 lakh on her favourite cinnamon coffee from Starbucks, ordering it daily via Zomato. To honour her dedication, Zomato not only created a special ad film but also offered customers a discount named after her.
The ad had caught the attention of internet users, many of whom praised Zomato’s innovative marketing approach.
