If I were a user (#1)

…I’d refuse to repeat myself across different channels!!!

repeating_info

This is by farĀ one of the most annoying things about any service: you struggle with an ivr, or browse through an authenticated portal, only to find out that the information were inconsistent and wrong and when you finally, angry and frustrated after hours of bad self-service experience, reach a live agent you get the much dreaded question “Can you please tell me your name and address?”.

This sucks!