Customer support is the backbone of any business, and that is why you need to choose the right approach. It can either make or break your customer experience. There are two common options that companies use today: IVR (Interactive Voice Response) systems and live agents. Both of them have their strengths, but which one truly delivers better support? In this article, we will break down how ivr telephony stacks up against human agents.
What Is IVR Telephony?
IVR systems are those automated phone menus that your customers can navigate by pressing buttons or speaking to commands, like “press 1 for billing” or “say ‘account balance’.” They use pre-recorded prompts and smart tech to guide your callers to answers or route them to the right department. It is more or less like a self-service tool, which is designed to handle routine questions really fast.
What Are Live Agents?
Live agents, on the other hand, are real people who answer calls. They are able to troubleshoot issues and also offer tailored help. They bring a human touch, and they also pick up on the emotions of customers, which machines can’t. So, if there is a complex problem or a customer needs reassurance, an agents can listen to solve the problem.
The Pros and Cons of IVR
In order to decide which option is the best, let us look at the benefits and drawbacks of IVR.
Pros
- Availability: IVR telephony is a lifesaver for businesses that handle tons of calls. It’s available 24/7, so customers will get answers even at 2 a.m.
- Affordable: It is also cost-effective and will cut down on the need for a huge staff.
- Easy to Use: For simple tasks, like checking a balance or resetting a password, IVR is quick and easy to use.
- Efficiency: It even uses a voice recognition to make the process smoother. This way, your callers can speak naturally instead of mashing buttons.
Cons
- Can confuse customers: Those endless menus can drive customers up the wall, especially if they’re stuck in a loop or the system mishears their voice. However, it is great for straightforward queries but will struggle with complex issues or emotional callers who need empathy.
- Technical Glitches: If the IVR feels impersonal or glitchy, it can leave customers frustrated, reaching for the “speak to an agent” option.
Pros and Cons of Live Agents
Now we will compare the benefits and shortcomings of using live agents, too:
Pros
- The Human Touch: Live agents work well at building connections. They can read a caller’s tone to offer reassurance, and they can even think outside the box to solve tricky problems. If a customer is upset about a late delivery, for instance, they might feel heard and valued after talking to a friendly agent who offers a discount. This personal touch can turn a bad experience into a loyal customer.
Cons
- Expensive: They’re pricier because they require that you pay salaries, and benefits. You also have to train staff.
- Not Always Available: Availability can be an issue, too because agents work shifts, so you might not have 24/7 support if you don’t have a big team.
- Human Error: Human error or a bad day can lead to inconsistent service, something an IVR system won’t do.
Which Option is Better?
It depends on your business and customers. IVR is fantastic for quick, repetitive tasks, and it will keep your costs down. It will come in handy, especially for companies that have high call volumes. However, it may lack in terms of empathy, creativity, or even deep problem-solving. This is why you will need live agents. So, many businesses now combine the two using IVR to handle basic queries and funnel complex calls to agents.