In today’s fast-paced digital world, getting real help from big companies often feels impossible. We’re used to talking to bots, sending emails, and waiting days for a reply. But this week, something unusual happened-and it came from the very top.
Zomato CEO Deepinder Goyal personally stepped in after a former employee publicly called out the food delivery giant’s “poor customer support.” His humble and human response has taken the internet by storm.
The Viral Complaint That Sparked It All
Ravi Sutanjani a startup growth expert and ex-Zomato employee, posted on X (Twitter):
“Zomato’s customer service has gone significantly down in the last 2–3 years. It’s nearly impossible to connect with an agent. For serious issues, they ask you to email and promise a reply within 72 hours. Brands must have real human support.”
His post struck a nerve online. Thousands of users agreed, saying they too struggled to get quick help on Zomato. The frustration was loud, and the post quickly went viral.
When the CEO Took the Frontline
What happened next surprised everyone. Instead of hiding behind PR teams or generic statements, Deepinder Goyal himself replied directly to Ravi’s post:
“Hi Ravi, can we connect on this? This is not by design, and I would love to get to the bottom of this. Would really appreciate your help.”
Yes, you read that right—the CEO of a multi-billion-dollar company turned into a customer support agent for a moment.
Why People Are Talking About This
Goyal’s hands-on approach felt like a breath of fresh air in a world dominated by automated chatbots and templated replies. Many applauded his humility, saying this was true leadership in action.
But not everyone was convinced. Some users pointed out that this seemed like a systemic issue.
“If this is not by design, then why are all customers asked to send emails after chatbots fail?” one user asked.
Another added:
“Nowadays, even for missing items or wrong orders, Zomato’s chat directs you to email. The human connection feels lost.”
The Bigger Question: Is AI Enough?
This incident has reopened a big debate:
- Are companies relying too much on AI for customer service?
- Is it time to bring back the human touch, especially for serious issues?
As one user said:
“AI is great for simple queries, but when people are upset, they don’t want bots—they want humans who listen.”
AI vs Human Touch
AI Support
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Automated replies and chatbots give quick answers but often feel robotic.
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Follows a pre-written script, which doesn’t work for complex issues.
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Users are often asked to send an email and wait 48–72 hours for a reply.
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Feels efficient but lacks emotion and empathy.
Human Touch
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Real people listen, understand emotions, and offer personalized solutions.
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Builds trust because customers feel heard and valued.
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Handles sensitive or unique problems better than bots.
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Creates an emotional connection between the brand and user.
This is exactly why Deepinder Goyal stepping in personally made headlines-it brought back the “human touch” people are craving in an AI-dominated world.
The Takeaway: Leadership That Listens
In the age of automation, Deepinder Goyal reminded us of all that true leaders don’t sit in glass offices-they listen, act, and connect directly with people.
His response didn’t just address one complaint. It started a national conversation about how businesses should treat their customers.
The Real Answer is
AI will not completely replace humans, but it will change the way we work. It will likely take over routine tasks, while humans will move toward jobs that require empathy, creativity, problem-solving, and leadership.
Think of it like this:
“AI is a powerful tool, but humans are the ones holding it. The future is about working with AI, not being replaced by it.”
