Each new company milestone comes with opportunities and challenges. When most businesses go from servicing 1,000 to 100,000 customers, their sales may multiply, but so will their customer service needs. As a result, their ability to deliver an exceptional customer experience may suffer.
To keep up with the rising influx of customer inquiries, customer service agents might swap personalized messaging for canned responses. Even worse, customer service representatives may begin to view inbound requests as merely tickets to close out rather than problems that real people have encountered.