Ingredients

Recharge, Zendesk, and Kodif.

What are AI Policies?

At Kodif, we’re excited to announce the launch of Policies—a powerful, dynamic solution designed to revolutionize the way CX managers handle customer support. Unlike traditional flows, which are rigid and complex, Policies empower non-technical users to create and manage customer interactions with ease. Written in natural language, Policies make it simple to define and refine customer experiences without needing to rely on complicated flowcharts or scripting. This approach is not only user-friendly but also self-serve, enabling CX teams to quickly translate existing Standard Operating Procedures (SOPs) into automation, saving valuable time and resources.

The flexibility of Kodif Policies ensures that businesses can offer personalized, context-driven support while continuously improving customer experiences. With Policies, you can experiment with different strategies to optimize outcomes such as CSAT, revenue, and retention—all without the need to rebuild complex workflows. Whether it’s automating routine interactions or testing new approaches for high-stakes scenarios, Policies provide a scalable, adaptable solution that aligns with your business goals. While flows still have their place in sensitive, high-risk situations, Policies offer an agile alternative that helps businesses innovate faster and deliver exceptional, tailored experiences at scale.

“Cancel subscription” ticket type explained

In customer support, a “Cancel subscription” ticket type refers to requests initiated by customers who wish to terminate their ongoing subscription services. Handling such requests effectively is crucial for maintaining customer relationships and potentially retaining subscribers through strategic offers. By addressing these tickets promptly and offering alternatives to cancellation—such as discounts, upgrades, or other incentives—businesses can mitigate churn and enhance customer loyalty.

Which Platforms does this AI policy work on?

This AI policy is designed to operate seamlessly with Recharge, Zendesk, and Kodif. Furthermore, Kodif integrates with all other major platforms, ensuring a versatile and comprehensive solution for managing subscription cancellations across various systems.

When should I use this policy?

This policy is ideal for use when customers express a desire to cancel their subscriptions, and the process includes a retention step. By implementing this policy, businesses can engage with customers to explore retention options before proceeding with the cancellation, potentially preserving valuable customer relationships.

Policy logic

To implement this policy, follow these steps using the Kodif platform:

1. Customer Request: When a customer indicates they wish to cancel their subscription, initiate the #Single_order_cancellation_policy.

2. Provide Cancellation Alternatives:

3. Discount Offer: Use @set_discount_to_order to offer a discount (e.g., 10% or 15%) on the current order if the user chooses to retain it.
4. Shipping Upgrade: Offer an expedited shipping upgrade free of charge to incentivize the user to keep their order.
5. Product Swap: Offer the option to swap the item for another product of the same or higher value at no extra cost.

6. Future Discount: Offer a discount for a future purchase, such as a 20% coupon for their next order if they retain the current order.

7. Confirm Retention Decision:

8. Ask the user if they are interested in one of the retention options.
9. If the user accepts:
   • Apply the agreed-upon retention offer using the relevant tools (@set_discount_to_order, @upgrade_shipping, or other applicable retention tools).
   • Inform the user that the order has been updated and provide them with the relevant details (e.g., new discount, shipping upgrade, etc.).
   • Use @send_async_message(message: str) to notify the user that their order has been successfully updated with the retention offer.

10. If the user declines, proceed with the order cancellation as described in the #Single_order_cancellation_policy.

11. Post-Retention Follow-up:

12. If the user accepts the retention offer, thank them for choosing to keep their order and reiterate any benefits or bonuses (e.g., a future discount).

13. Ensure the user receives a follow-up message confirming that their retention offer has been applied.

14. Escalation:

15. If the user has additional concerns or issues regarding the retention offer, route the case to an agent for further assistance.
16. In cases where the user insists on canceling despite the retention offers, proceed with cancellation as outlined in the cancellation policy.

Example policy

The described policy logic can be adapted to work with Recharge and Zendesk by replacing platform-specific commands accordingly. This ensures a seamless integration across these platforms, using the same retention and cancellation strategies outlined above.

Explore more AI policies