The post-tariff CX playbook: Cut costs without losing customers

Global economic shifts and supply chain hiccups are creating real challenges for ecommerce brands. With rising costs, changing tariffs, and unpredictable inventory, many companies are rethinking how they operate. It’s a tough landscape—but while tightening budgets might feel inevitable, cutting back on customer experience can do more harm than good in the long run.

The silver lining? AI powered service can be your biggest advantage. With the right approach, you can reduce expenses and build stronger relationships that drive loyalty.

We’re here to help you find that balance.

Why your response matters now more than ever

Economic uncertainty may not last forever, but it’s already reshaping how consumers make decisions. People are more selective about where they spend, and who they trust. This moment isn’t just about short-term survival; it’s about setting your brand up for resilience.

The companies that stand out won't be the ones making blanket budget cuts. They'll be the ones that know there's no need to choose between saving money and delivering great service. By working smarter, they protect their margins and create experiences customers remember and return for.

What’s driving the pressure

Tariffs—taxes on imported goods—create a ripple effect across the entire supply chain:

• Higher costs: Materials and manufacturing get more expensive, tightening margins and potentially raising prices for customers.

• Slower shipping: Delays at customs and shortages make fulfillment harder, increasing operational strain and testing customer patience.

• Changing demand: With prices up, people may delay purchases or look for alternatives, making revenue harder to predict.

You may not be able to control these disruptions, but you can control how you respond.

At Gladly, we’ve seen B2C companies turn pressure into progress by cutting inefficiencies, not corners. The right strategy today builds strength for tomorrow.

Why quick fixes often cost more

When budgets tighten, sweeping cuts might seem like the safest route. But reacting too fast can backfire:

• Weakened relationships: Cutting service budgets or channels can break trust, making it harder to retain customers.

• Operational slowdowns: Reducing headcount without a plan can lead to backlogs, overtime, or missed sales.

• Long-term impact: Short-term savings often come at the expense of customer lifetime value and brand reputation.

Instead of across-the-board cuts, smarter moves—centered on clarity and care—can deliver both short-term relief and long-term stability.

Strategies that reduce cost while building loyalty

1. Get more efficient—without sacrificing service

Free your team to focus on meaningful moments with customers.

• Automate simple tasks like order tracking so your team can focus on complex, high-value interactions

• Consolidate tech tools so agents get a full, real-time view across teams and channels

• Use AI to provide agents with quick customer summaries and smart suggestions—less digging, more doing

• Add intuitive self-service options so customers can help themselves quickly

• Maximize your existing CX stack to speed up resolution—with or without an agent

2. Deepen relationships with transparency and trust

Loyal customers stay longer and cost less to retain.

• Proactively communicate stock updates, shipping delays, and alternatives

• Offer personalized product suggestions based on real needs

• Reward repeat customers with perks that show they’re valued

3. Build flexibility into your service model

Brands that adjust quickly to changing conditions are more likely to stay ahead.

• Diversify suppliers to reduce reliance on one source

• Have backup plans for demand spikes and supply chain issues

• Offer consistent support across every channel your customers use

4. Make customer service a competitive edge

Every support interaction reflects your brand and can fuel long-term loyalty.

• Train your team to deliver thoughtful, personalized support

• Turn every conversation into an opportunity to reassure and connect

• Use AI to spot patterns and solve issues before they grow

Moving forward together

Today’s ecommerce pressures aren’t just business hurdles—they’re personal. Your teams feel them. So do your customers. But progress doesn’t require perfection. It means staying steady, staying thoughtful, and continuing to invest where it matters most.

Even small shifts in how you communicate, operate, or support your team can make a meaningful impact.

Whatever lies ahead, we’re here to help you adapt and stay connected to the people who count on your business.

Frequently Asked Questions

What are tariffs? Tariffs are taxes governments place on imported goods.

How do tariffs affect supply chains? Tariffs can limit supply and complicate logistics, causing delays and higher prices.

What impact do tariffs have on ecommerce businesses? Ecommerce brands may face increased expenses, smaller profit margins, and operational disruptions.

How do tariffs influence consumer demand? Higher prices can change shopping behavior, delaying purchases or shifting interest toward alternatives.