…I’d refuse to repeat myself across different channels!!!
This is by far 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?”.
One thought on “If I were a user (#1)”
It’s all about CRM baby! Someone would expect that in 2015, after 25 years of reading about CRM, listening to thousands of marketing & system integrators gurus talking about it and billions dollars and endless meeting hours spent by companies something simple as “customer information data consistency” would work but….no, we are simply not there yet. Apparently there must be something and/or someone that want to keep it impossible to achieve.
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