I'm actually speaking as someone who calls into support a lot for my own job, testing vendor tools, and one company running Zendesk's contact center had their agent greet me by name the second the call connected, no me having to spell my last name or give an account number first. Turns out caller ID matched straight to my existing ticket history and popped it right on the agent's screen before they even said hello. Made the whole call feel less like starting from zero every single time I reach out, which happens more than I'd like given how often I'm testing support lines for work. Review collected by and hosted on G2.com.

It clearly depends entirely on calling from the same number tied to your account, tried once from a different phone and the agent had zero context, had to explain everything from scratch just like the old days. Review collected by and hosted on G2.com.