As the world changed over 2020 where home workouts, home working and other forms of activity became more individualised, the need for good quality headphones increased dramatically. Skullcandy experienced a rise in customer service tickets, but crucially wanted to enable customers to troubleshoot their issues easily and effectively without having to wait for hours or experience delays in getting a response from agents. In April Skullcandy also launched one of their biggest promotions which led to a 50% increase in ticket volume. These queries were only customers reaching out regarding how to claim their vouchers.This short boost of tickets meant that Skullcandy wanted to provide the best possible services in the quickest time.