IVR vs. Chatbots: Which Is the Better Customer Service Solution?

Most customers today are inclined towards self-service options, and according to a study, 71% of customers want to solve customer service issues on their own. These statistics indicates the customer’s preference to use self-help tools.

The market is flooded with various self-service tools due to the rising demand for self-service options. Among the option available, chatbots and IVR are the most preferred tools.

Through the self-help option, IVR developed by ivr service provider enables the customers to solve customer service issues. In comparison, chatbots provide a quick answers without human intervention.

What are chatbots and IVR?

IVR (interactive voice response) is the title given formally to an automated switchboard. These are the automated phone trees that use questions to route callers to the appropriate office or employee. They may also be utilized to allow customers to serve themselves in particular circumstances.

The contemporary equivalent of IVR is a chatbot. They function in chat boxes, such as those seen in messaging programs and websites with live chat functionality. Similar to IVR, they can direct contacting clients to the most qualified agent or division to address their inquiry. Read below to know which of these provides better customer service:

The voice support accessibility

Customers use IVR via phone call support and operate it via voice. IVR is far more accessible than chatbots, especially for customers who struggle to see or type. Most people today have mobile phones, on the other hand, not everyone has the internet, which chatbots need.

The core strength of IVR is accessibility. It offers a possible way to automate routing for customers who can't or not interested in contacting online.

Customer preference to talking a real person

These days, the majority of clients reach out to businesses through multiple means of communication. In a similar manner, 57% of consumers prefer speaking with a live person in order to resolve customer care difficulties.

Consumers can have access to proper information and speak with a live person about their problems by using an IVR system. The customer gains confidence after speaking with a real representative.

Tried and tested model

The use of IVR is common among consumers, and there are various ivr service providers who provide services related to IVR. IVR has been tried and tested, but chatbots are still fresh and experimental in the IVR vs. chatbots debate.

People are aware of what to anticipate from IVR, so it is typical and comfortable. The performance of chatbots, on the other hand, is probably less dependable because they are more recent.

IVR solutions are user-friendly

Internet access is required for customers to start a chat. In the absence of internet connectivity, the chatbot cannot be used. It can also be challenging to use a chatbot if your network operator's internet bandwidth is not good. The customer gets tired of the conversation's inconsistency and lags in the messages.

IVR solutions, however, can be used without an internet connection, in contrast to chatbots. To reach the company IVR, customers merely need to dial the company number. IVR systems are, therefore, more accessible and user-friendly for a wide spectrum of clients than chatbots.

Continues evolution of IVR

The IVR system has continually evolved. Callers received simple audio menu instructions from the hardware-based telephone system models. Companies can use hosted IVR solutions now without spending money on hardware-based infrastructure. IVR solutions in the cloud are more flexible, scalable, and easier to use than traditional IVR systems.

With capabilities like built-in text-to-speech software, call recording and real-time call monitoring, and they also assist businesses in improving the customer experience. The IVR system assists callers using cutting-edge technology such as Natural Language Processing (NLP) and Computer Telephony Integration.

The shortcomings of chatbots

While making use of customer self-service, one should remember that IVR is a tried and tested mature technology, and the chatbot is a recent phenomenon. Chatbot suggestions are better left to the algorithm leveraging machine learning.

Chatbots can be used to tackle basic queries and less complex questions. With IVR systems, it is possible to provide a solution for complex queries. So, ivr services are best preferred in answering questions.

Final thoughts

As chatbots can only respond to a certain number of questions, they frequently cannot respond to inquiries that require multiple parts or a decision. The IVR system improves first-contact resolution as the callers are always forwarded to the agent or department best suited to handle their demands.