Customer Service

Pandemic propels big spike in customer service calls

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January 25, 2021

The increased use of online shopping led to a huge spike, 69%, in customer service call volumes during 2020 as COVID-19 spread throughout the world, according to data from ResultsCX.

The ResultsCX report noted that social distancing mandates also played a factor in the increased help call trend and the fact that shoppers were buying products from new sources, according to a press release on the research.

"We've known for several months now that certain sectors such as retail were seeing a significant lift in online sales and increased contact volumes across some call types," Jeanne Vest, ResultsCX vice president of marketing, said in the release. "Our data metrics now offer a glimpse into just how much of an impact we saw in 2020, as well as a better understanding of what's needed to properly resolve customer needs and protect brand loyalty in a time of flux."