CX in 2025: Cost-Saving, Cash-Driving

Customer support is no longer just a business necessity — it’s a strategic asset that can save companies significant money in operations while also driving revenue growth. With the right strategies and smart technology, businesses can transform their customer service departments into profit centers.

Plus, get a breakdown of the Gladly advantage so you can see how our radically personal customer experience solution can help you with every piece of your 2025 CX strategy.

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The 2025 Guide to AI Customer Service

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Customer Support as a Cost-Saving Solution

1. Automate low-value tasks

Automation is one of the most effective ways to reduce customer service costs. Tools like chatbots and AI-powered self-service portals can handle routine inquiries, such as password resets or order tracking, without involving live agents. According to a 2024 report by Loris.ai, 67% of customers prefer using self-service options, and over 50% actively use chatbots for basic questions. By implementing automation, businesses can reduce call volumes and staffing requirements while maintaining high service quality.

The Gladly Advantage: Gladly’s automation features, such as AI-driven workflows and self-service portals, streamline repetitive tasks. This allows agents to focus on complex issues, improving efficiency and reducing operational costs.

67% of customers prefer using self-service options

2. Invest in employee training

Well-trained customer service agents resolve issues faster and more effectively, reducing the need for escalations or repeat interactions. A PwC study found that across all the industries, an average of 48% of U.S. consumers point to friendly, welcoming service as uniquely defining success in an industry. Comprehensive training programs ensure agents are equipped to handle inquiries confidently, cutting down on resolution times and operational costs.

The Gladly Advantage: Gladly is built with a suite of AI tools — including intelligent authoring, helpful summaries, on-brand replies, and more—that boost agent productivity and make it easy to deliver fast, personalized support.

48% of U.S. consumers point to friendly, welcoming service as uniquely defining success in an industry

3. Optimize communication channels

Managing multiple communication channels can be costly if not streamlined. A unified platform consolidates all customer interactions — across email, chat, SMS, phone, and social media—into a single interface. This reduces redundancies, customer frustration, and context-switching time for agents.

The Gladly Advantage: Gladly supports agent training by providing real-time access to customer data and a lifelong view of conversation history. This empowers agents with the information they need to deliver personalized and efficient service.

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4. Use data-driven insights

Data-driven decision-making is essential for optimizing customer service operations. According to McKinsey & Company, businesses have already applied advanced analytics to:

• Reduce average handle time by up to 40%
• Increase self-service containment rates by 5 – 20%
• Cut employee costs by up to $5 million
• Boost the conversion rate on service-to-sales calls by ~50%

So it’s good business to analyze and address those findings in your product and/or customer experience.

The Gladly Advantage: Gladly’s analytics and insights tools provide insights into key metrics like response times, ticket volumes, and customer satisfaction levels. These insights help businesses identify inefficiencies, streamline workflows, and allocate resources more effectively.

Advanced analytics helps companies boost the conversion rate on service-to-sales calls by nearly 50%

5. Implement Proactive Customer Support

Proactive support minimizes incoming inquiries by addressing potential issues before they arise. For instance, if a software update is likely to generate questions, proactive communication with detailed instructions can reduce the number of incoming calls or emails.

The Gladly Advantage: Gladly enables businesses to track trends in customer behavior and send timely notifications or updates to prevent problems from escalating.

Customer Support as a Revenue Driver

1. Upselling and Cross-Selling During Interactions

Customer support teams are uniquely positioned to identify upselling opportunities during interactions. For example, an agent assisting with a product inquiry could recommend complementary items or premium upgrades based on the customer’s purchase history.

The Gladly Advantage: Gladly’s people-centered AI-powered platform provides agents with real-time access to customer preferences and past interactions, enabling personalized recommendations that drive additional revenue.

2. Improving Conversion Rates

Pre-sales inquiries often determine whether a potential customer completes their purchase. Prompt and accurate responses can significantly boost conversion rates. A Gartner survey found that by 2025, 40% of customer service organizations will become profit centers by becoming de facto leaders in digital customer engagement. For instance, if a customer asks about shipping times for a specific product, an agent equipped with real-time inventory and delivery data can provide an immediate answer that encourages the sale.

The Gladly Advantage: Gladly helps empower agents to take ownership of their workstreams by infusing AI into everyday CX and self-service interactions. Along with other Gladly AI capabilities, support centers have the power of exemplary, state-of-the-art support that makes solutions to complex problems only a few clicks away.

By 2025, 40% of customer service organizations will become profit centers by becoming leaders in customer engagement

3. Maximizing Customer Lifetime Value (CLV)

Loyal customers are more likely to make repeat purchases and refer others to your brand. Increasing customer retention by just 5% can boost profits by 25-95%. Exceptional service delivered through Gladly fosters loyalty by ensuring every interaction feels personal and meaningful.

The Gladly Advantage: A streamlined system like Gladly ensures that agents have all the necessary information at their fingertips to address concerns quickly and effectively. By tracking CLV metrics within Gladly’s platform, businesses can prioritize high-value customers for personalized outreach or exclusive offers.

Increasing customer retention by just 5% can boost profits by 25-95%

How to Grow Your Business with CX

To fully capitalize on these opportunities, companies should adopt the following actionable strategies:

• Enhance self-service options: Build detailed FAQs, knowledge bases, and AI-powered portals that empower customers to resolve issues independently.
• Adopt tiered support models: Use automation for basic inquiries while reserving skilled agents for complex issues.
• Outsource strategically: Consider outsourcing low-complexity tasks to specialized providers while maintaining quality oversight.
• Continuously measure KPIs: Track metrics like resolution times and first-contact resolution rates to identify areas for improvement.
• Focus on agent retention: High turnover increases costs. Invest in employee satisfaction through training and career development programs.

Gladly Makes It Easy

Gladly stands out as an all-in-one platform designed specifically for modern customer support needs:

• Unified communication: Manage all channels seamlessly from one interface.
• AI-powered automation: Reduce agent workload with self-service tools.
• Personalization at scale: Deliver tailored experiences using real-time customer data.
• Revenue tracking: Measure how support interactions contribute to sales.
• Ease of use: Simplify onboarding with an intuitive interface for agents.

Companies like Allbirds and Bark have already demonstrated how Gladly transforms support teams into profit centers while enhancing operational efficiency.

Support That Supports More Than Customers

Customer support is no longer just about solving problems. It’s about creating value at every touchpoint. By adopting actionable strategies like automation, proactive support, and data-driven decision-making—and leveraging advanced tools like Gladly—businesses can save money on operations while driving revenue growth.

Exceptional customer support isn’t optional. It’s essential. With platforms like Gladly at your disposal, your company can turn its support team into a strategic asset that delivers both financial savings and sustained growth.

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