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The Decline of Customer Service: How Pandemic Changes Are Frustrating UK Customers

Customer Service operative

The pandemic changed the way businesses operate across the globe. As lockdowns and social distancing measures forced companies to adapt rapidly, one significant shift was the reduced availability of customer service telephone numbers. In their place, businesses turned to chatbots and website contact forms, but many customers have been left frustrated as these digital channels often fail to provide the level of service they expect, causing a huge decline in customer service standards among UK companies since the pandemic.

Disappearing customer service telephone numbers

Before the pandemic, calling a customer service hotline was a tried-and-true method of seeking assistance. It offered a human touch, quick problem resolution, and a sense of reliability. However, the pandemic forced businesses to rethink their customer service strategies. Remote work, reduced staff, and the need to prioritise safety over in-person interactions led to the decline of customer service telephone numbers.

While these safety concerns were valid in the pandemic, the abrupt shift away from telephone-based support since then has left many customers in the lurch. Digital alternatives, such as chatbots and website contact forms, offer varying degrees of success (sometimes, none at all) to customers looking for help.

Chatbot use

The challenge of chatbots

Chatbots, powered by artificial intelligence (AI), were hailed as the future of customer service. They promised 24/7 availability, quick responses, and efficiency. The reality may have boosted the bottom line for companies across the UK; however, the result has been less rosy for many customers.

One issue with chatbots is their lack of empathy and understanding. They often struggle to grasp the nuances of human communication, leaving customers frustrated when their queries are misunderstood or answered incorrectly. This can lead to multiple rounds of back-and-forth, causing unnecessary delays and irritation.

Furthermore, chatbots follow scripted responses, which limits their ability to handle complex or unique issues. Most customer problems cannot be solved by a chatbot or a generic response, which will have undoubtedly already been tried/researched by the customer before approaching the company in question. Customers using chatbots often find themselves in a loop, being repeatedly directed to irrelevant solutions or generic advice as their frustrations escalate.

Another downside is the loss of personal touch. Traditionally, customer service agents provided a sympathetic ear and adapted their responses to the customer's emotional state. Chatbots, on the other hand, cannot detect or respond to emotional cues, making interactions feel cold and impersonal.

Unresponsive website contact forms

Website contact form

Website contact forms were another avenue businesses embraced during the pandemic. Customers frequently report that their submissions via contact forms go unanswered or receive delayed responses. This lack of timely communication can be particularly frustrating when urgent problems need immediate attention.

Moreover, there is often no transparency regarding when customers can expect a response. Without a clear timeline for resolution, customers are left in the dark, feeling neglected and undervalued.

The deterioration of customer service standards

Beyond the shift in communication channels, the pandemic has also brought about a noticeable decline in the quality of customer service provided by many UK companies. This decline can be attributed to several factors:

Staffing issues: With remote work and lockdown measures, many companies faced staffing challenges. Reduced manpower and the strain of adapting to remote work environments led to overwhelmed customer service teams and longer response times, which has continued, post-pandemic.

Increased customer demands: The pandemic brought about unprecedented changes in customer behaviour and expectations. Customers were dealing with their own pandemic-related challenges and, as a result, became more demanding and impatient, adding pressure to customer service teams. However, though the pandemic is largely behind us, customer entitlement has not reduced.

Training gaps: Rapid shifts to digital channels exposed gaps in employee training. Customer service representatives struggled to adapt to new technologies and were often ill-equipped to handle customer enquiries effectively. A lack of investment in such training during the years that followed has not changed this situation.

Outsourcing and offshoring: To cut costs, some companies outsourced or offshored their customer service functions. This often resulted in language barriers and a lack of cultural understanding, making interactions less satisfactory for customers.

Cost-cutting measures: In an effort to survive the current economic downturn, some companies have reduced their investments in customer service. This translated into fewer resources allocated for hiring, training, and technology, leading to subpar customer experiences.

It’s crucial for companies to strike a balance between embracing digital solutions and maintaining the human touch in customer interactions. Investing in advanced AI-driven chatbots that can understand and empathise with customers is a step in the right direction. Additionally, ensuring timely and meaningful responses to website contact form submissions is vital for maintaining customer satisfaction.

Furthermore, companies should focus on adequate staff training, even in remote work environments, to equip customer service teams with the skills needed to handle the evolving needs and demands of customers. Quality should never be sacrificed in cost-cutting measures.

Companies can no longer use the challenges of the pandemic as an excuse for shoddy service. It needs to be called out for what it is: cost-cutting measures and very little regard for the customer.


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