Gaps in Customer Service

Major Gaps in Customer Service for Midsize Companies

Customer service is an essential aspect of business operations for any company, big or small. It is a vital component that helps build customer trust and loyalty, leading to repeat business and positive word-of-mouth referrals.

Midsize companies are unique and face different challenges compared to large or small companies. Unlike large companies, they don’t have the same level of resources, and unlike small companies, they don’t have the same level of flexibility.

This article aims to identify the significant gaps in customer service for midsize companies and suggest ways to improve them. By bridging these gaps, midsize companies can enhance their customer service offerings and provide their customers with seamless experiences.

Customer Service Gap Analysis

The Service Gap Analysis, introduced in 1985 by Parasuraman, Zeithaml, and Berry (PZB), is a tool for improving customer satisfaction. It is also known as the Gap Model for Customer Service and is founded on two critical elements: customer expectations and perception.

Customer expectations

Customer expectations are preconceived notions and ideas about a product or service that a customer has before using it. Cultural background, ethnicity, family status, age, lifestyle, previous experiences, and the customer’s knowledge of your brand all influence these expectations.

Customer perception

The consumer’s subjective assessment of your brand as a result of their interactions with your company, services, and communication with your staff.

The Service Gap Analysis uncovers areas of dissatisfaction (the customer service gap) and identifies the necessary improvements to increase customer satisfaction by analyzing these two elements.

Major Gaps in Customer Service for Midsize Companies

Long Wait Times

Customers’ inability to get answers to their questions quickly can be a significant source of frustration for them. If they are not happy with the support they receive, they may choose to go with a rival company instead. Due to insufficient resources or antiquated information technology, it may be difficult for midsize companies to provide timely support.

Gaps in Customer Service - Long Wait Times

Midsize businesses can close this gap by investing in cutting-edge customer service technologies such as cloud-based call centers and chatbots. These technologies can process high customer inquiries while simultaneously reducing wait times. They also have the ability to implement self-service options, such as online knowledge bases and forums, which make it easy for customers to locate the information they require on time.

Inadequate Response to Social Media Inquiries

Customers are increasingly using social media to contact businesses for assistance; however, many midsize companies may lack the resources or expertise needed to respond to social media inquiries promptly and effectively.

Midsize businesses may want to consider investing in social media management tools to monitor and respond to customer inquiries in real-time to close this gap. They can also educate their customer service representatives on the most effective ways to interact with customers who have raised sensitive concerns on social media.

Limited Availability

Customers may struggle to receive the assistance they require from midsize businesses because these businesses may lack the resources to provide customer service 24 hours a day, seven days a week, which is especially difficult when customers are located in different time zones.

Midsize businesses may want to outsource their customer support functions to a third-party provider to provide support around the clock. They can also implement self-service options, allowing customers to find the information they need even when customer service representatives are unavailable to help them.

Lack of Personalization

Customers now expect businesses to personalize their support experiences to meet each customer’s unique needs and preferences. Personalization has emerged as an important aspect of customer service. Midsize businesses, on the other hand, may find it difficult to provide personalized support because they frequently lack the resources and technology required to monitor and analyze customer data in real-time.

Midsize businesses can help bridge this gap by investing in customer relationship management (CRM) systems, allowing them to track and analyze customer interactions and preferences. They can also implement chatbots, providing personalized support to customers by answering frequently asked questions and directing them to the appropriate representative when necessary.

Ineffective Escalation Process

If a customer’s initial support request is not successfully resolved, they may be required to escalate their issues to a higher-level representative; however, many midsize businesses may need an effective escalation process in place.

Midsize businesses can close this gap by implementing a clear and concise escalation process. This will allow customer service representatives to transfer customer issues to the appropriate personnel quickly. In addition, they can train their customer service representatives on how to handle escalated customer issues and when it is appropriate to escalate a customer issue.

Lack of Empathy

Empathy is a necessary quality for customer service representatives because it allows them to understand and respond appropriately to the feelings and needs of their customers. On the other hand, many companies in the “middle market” category may struggle to provide empathetic support because they lack the resources or training required to develop this skill in their customer service representatives.

One way for midsize businesses to close the gap is to invest in training programs that teach employees the best methods for providing customer service and empathizing with their customers. They can also provide regular feedback to customer service representatives and opportunities for professional development.

Inadequate Technical Support

Customers might need assistance with technical problems, but midsize businesses might lack the knowledge or resources to deliver adequate technical support. Customers may become angry as a result, which could increase churn rates.

Midsize businesses can invest in hiring in-house technical support specialists or collaborate with outside technical support providers to close this gap. To help customers with technical issues more effectively, they can also give their customer service representatives specialized training. Additionally, businesses can provide self-service options, like online forums and knowledge bases, that let customers quickly find solutions to their technical problems.

Failure to Integrate with Existing Systems

Medium-sized businesses may struggle to provide consistent and seamless customer support to their clients due to a lack of integration between the various tools and systems they use. Customer service representatives, for example, may not have access to all the information they need to resolve customer issues, such as order history and product specifications. This could make it difficult for them to provide satisfactory solutions to their customers’ problems.

Midsize businesses may consider investing in integrated customer service platforms to close this gap. These platforms enable enterprises to consolidate customer data and tools in a single location. They can also implement application programming interfaces (APIs) and integrate them with other systems to ensure that customer service representatives have access to the information they need to solve customer problems.


If medium-sized businesses want to provide the level of service their customers have come to expect, they must close the gaps in their customer support operations. Medium-sized businesses can improve their customer service offerings and provide customers with seamless experiences by investing in cheap but effective customer service tools, employee training programs, and various communication channels with quick response times.

The market is becoming increasingly competitive, so businesses must provide superior service to attract and keep customers. Midsize firms can set themselves apart from the competition and provide customer support that goes above and beyond by fixing the service gaps in their operations.


Start Your Free Trial Today!

Find out how easy it is to improve your customer support and save time for FREE!