Hire weekend and/or 24/7 support staff

[Alhanelem]

Most businesses outside of retail (and especially outside the US) do not operate on weekends, especially on sunday. Granted, because SE offers a service 24/7 they need to be able to offer some kind of support during those times, but what is available is pretty lackluster; essentially only GMs are there and they can only handle issues in-game.

We have a little over 50 staff and even we have 24/7 support for our clients.

You probably don't have tens of millions of possible clients, though. You'd need more than 50 staff.

As a population gets bigger, it gets more difficult to support it. Back in medieval times, a monarchy made decisions mostly on its own, with its support staff mainly consisting of his/her subjects (vassals). These days a president of a nation of 100+ million people works with three different main govermental branches, each of which all have their own massive staff and decisions are made by comparitively large bodies of people and the decision making process becomes tedious and slow at the same time as the work load becomes much bigger than it was in the early days.

To some the above mess up: the bigger something gets, the harder it is to manage and the more people required to manage it at even a worse level than before.