When it comes to reaching out for customer service, phone/calling has always been the customer's preferred option. However, the ratio of customers choosing live chat has increased over time, especially thanks to millennials, who prefer texting. Still, calling remains the no.1 choice across generations and countries. 

But the major downside of providing customer support over the phone is that it is expensive - recruiting, training, and deploying support teams. This cost limits the number of customers your support team can attend to at once, which leads to customers waiting in queues, unhappy customers, and lower CSAT scores.  

WHY DO CUSTOMERS HATE TRADITIONAL IVRS?

Mainly, customers hate traditional IVRs for a simple reason - the IVRs are not intelligent. Customers expect businesses to respond quickly. They don't like going through a tedious phone tree (menu) and pressing corresponding relevant keys to resolve their issues - not to mention the frustrating repetition of processes on pressing a wrong key.

Visit for more info: Voicebot vs IVR - compare conversational IVR traditional IVR (floatbot.ai)