Nearly 90% of Customers Prefer to Speak to a Customer Service Agent over IVR Menu

Almost everyone would rather talk to a real person than automated communications when they call a company, according to a new study by B2B research firm Clutch. Of 501 people surveyed, 88% said they preferred speaking to humans and 72% said they usually speak to a human after encountering an IVR menu.

IVR has come a long way but consumers still find it frustrating when they have questions that automated responses can’t answer. To reach a human as quickly as possible, 70% said they pressed zero and 65% said they used the words “operator” or “agent.”