Proved intact or destroyed in every which way depending on the treatment of our client by our side, customer service is the only factor of a business’s destruction or success. A very surprising incident and an occurrence of viral renown is recently thrown by Zomato to set the standards. Zomato Customer Service Goes Viral.
The YouTuber from Bengaluru named Ishan Sharma, recently shared a touching story of his customer service experience with Zomato which arouse millions of hearts. Here’s the story of how a small complaint about a missing ingredient turned into a viral moment that highlighted the company’s outstanding customer service in 2025.
How the Zomato Customer Service Story Went Viral
Ishan Sharma initially ordered a country fudge through Zomato but realized that it was the only beverage that missed jaggery, which is a necessary part of his order. It did not just happen; rather than accept the fault, Ishan reached out to Zomato’s customer support team. A spectacular situation on social media took off when he was so amazed after that that he posted about it on that platform, and the post became one of the most shared of the season.
The one-time issue that Ishan reported was dealt with by none other than Imran, a Zomato customer service representative, the one who dazzled him with crystal clear empathy. Imran not just said he was sorry for the ingredient missing but he also offered a refund and his word that Sharma’s grievance would be solved on time. The generosity, because of which Imran received kudos from Sharma due to this, made him be the object of a peculiar title “Zomato pookie” which caught on and on, so the Zomato’s customer service story was pretty much everywhere on social media.
Why Zomato Customer Support Stands Out
What amounted to as a straightforward customer complaint got transformed by Zomato into a moving experience; this is why their customer service is better than other. Imran’s unique response was that he emulated feeling truly bad and providing the missing ingredient with a personal touch. Zomato’s sympathetic approach that differed from the norm at that time, in the era where businesses are mostly seen as more of robots when it comes to customer service interactions, was very impressive and it went viral on the internet.
Social media visitors immediately took to Imran and his commitment to customer satisfaction and, in fact, gave him a lot of credit for it. Many of them valued the company because its representative sincerely attempted to understand the customer’s concerns. It is the positive attention drawn by this that resulted in similar praise for the Zomato customer service across social media, and currently the brand is the owner of a significantly more positive brand image.
Zomato Responds: A Commitment to Customer Satisfaction
Imran was not alone in responding to the post. Zomato, the company itself, then stepped in by responding to Sharma’s post and providing additional assistance. Zomato’s formal answer is a substantial nod to the way they put the customer’s encounter foremost and how they go above and beyond to meet their needs.
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Zomato’s response to the post and offering further help, express their respect to the users, and Zomato lives on far off them as a food transport company. This high level of customer service and openness is one of the main reasons why Zomato’s users appreciate the brand, as they also are the ones that Zomato values the most.
Customer Service in 2025: What We Can Learn from Zomato Viral Incident
The experience of Zomato customer service teaches a number of essential points for business in 2025. It illustrates that small gestures of compassion can potentially result in a big leap in trust and loyalty. Today, customers are not just looking for answers to their queries; they want to be assured that they are engaging with a company that really cares about their experiences.
Businesses can learn a lot from the success of Zomato due to its viral nature. If we note from this experience, we can say that:
- Empathy Is a Vital Element: Buyers who receive understanding and thus attention even if their purchase fails are a priority.Openness is a Trust Factor: Truthfully address as and when they come up, and thus have a mechanism to solve the problems.
- Customized Answers are Relevant: It is crucial that the answer be personalized so that the pettiness about it can be minimized, which is typical to such issues.
- Social Media The Accelerator of the Positive Side: The customer’s positive service encounter can bring instant awareness of your products and attract as well as positively influence the reputation of your company before you even realize it.
