Ask HN: If I enter account or order in a phone tree, why am I asked again?
by adamsmark on Hacker News.
Target prompted me to enter my order information when I used its phone tree to call about a return. When I connected with an operator, they prompted me for the order number again. This has happened with several providers e.g Banks, other E-commerce sites. What’s going on? Why even prompt me for this information if the operator needs me to repeat the information? Its aggravating and sets the wrong tone for my support call. Anyone have insight into why this poor support CX is so common?