1. When dealing with a telecommunication company, I saw their business scale and grow when they added new gadgets for their business and offered discounts for their price plans on their website! As a result of this change, this company had a decent amount of support representatives with amazing customer service skills and quick response time. As a result of this customer success, the company scaled even more over a period of time.
2. Due to competition and market changes, the same company decided to upsell their price plans without discounts as well as reduce the number of support representatives in their team! As a result of this change, the business ended up downgrading their reputation in terms of customer support. The response time on the phone was delayed and the new support team were more concerned about their call metrics than providing excellent customer support! Because of the change, this business eventually lost reputation and business!