When do ecommerce customers call?
Ecommerce call volume by hour and day, in customer local time, from 75,079 AI phone calls across 217 Shopify brands in October 2026. Updated every month.
By day of the week
Thursday was the busiest day for ecommerce customer service calls in October 2026, with 21.0% of weekly volume (Consio Voice AI Index, October 2026).
Weekday shares: Monday 17.3%, Tuesday 15.2%, Wednesday 17.2%, Thursday 21.0%, Friday 18.5% (Consio Voice AI Index, October 2026).
10.9% of calls came on weekends: 7.7% on Saturday and 3.2% on Sunday (Consio Voice AI Index, October 2026).
By hour of the day
11am to noon, customer local time, was the busiest hour for ecommerce calls in October 2026 (Consio Voice AI Index, October 2026).
82.2% of calls came between 9am and 6pm customer local time (Consio Voice AI Index, October 2026).
17.8% of calls came outside 9am to 6pm: 6.5% before 9am and 11.3% after 6pm (Consio Voice AI Index, October 2026).
Frequently asked questions
What time do most customers call customer service?
Between 9am and 6pm local time. 11am to noon is the busiest hour, based on 75,079 calls to Shopify brands in October 2026 (Consio Voice AI Index).
What is the busiest day for ecommerce customer service calls?
Thursday, with 21.0% of weekly call volume in October 2026 (Consio Voice AI Index).
How many customer calls come after hours?
17.8% of calls came outside 9am to 6pm and 10.9% on weekends in October 2026 (Consio Voice AI Index).
Methodology
Published every month. Figures are aggregated across all brands, so no single brand can be identified.
- Period
- Jul to Oct 2026, by calendar month. Month-over-month trends compare Sep and Oct 2026.
- Sample
- 75,079 AI calls from 217 Shopify brands in October 2026.
- Coverage
- 21,019 of these calls (28%) are scored by the judge.
- Judge
- Every scored call is evaluated by an LLM judge with the same rubric: summary, resolution, category, customer issue and customer goal.
- Two intents
- Customer issue is the problem behind the call. Customer goal is what the caller wants to get done.
- Anonymization
- Names, emails, addresses, order and payment numbers are removed. No brand is named without consent.
- Next edition
- Dec 1, 2026