Ingredients

Stay AI, Kustomer, 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 the realm of customer support, a “Cancel subscription” ticket type is a request initiated by customers who wish to terminate their ongoing subscription services. This process often requires careful handling as it involves customer retention strategies. Businesses aim to understand the reasons behind cancellation requests and potentially offer solutions or incentives to retain the customer. Effective management of such tickets can help reduce churn rates and maintain a loyal customer base, thereby contributing to long-term business success.

Which Platforms does this AI policy work on?

This AI policy works seamlessly on Stay AI, Kustomer, and Kodif. Moreover, Kodif can integrate with all other major platforms, ensuring a versatile and adaptable solution for diverse business needs.

When should I use this policy?

This policy should be employed when customers express a desire to cancel their subscriptions and the process involves a retention step. It enables businesses to provide alternatives and incentives to encourage customers to reconsider their decision, ultimately aiming to retain the customer.

Policy logic

The logic of this policy involves offering retention alternatives to customers intending to cancel their subscriptions. Here’s how it works:

1. When a customer indicates they want to cancel, initiate the #Single_order_cancellation_policy and provide cancellation alternatives:
2. Discount Offer: Use @set_discount_to_order to offer a discount (e.g., 10% or 15%) on the current subscription if the customer chooses to retain it.
3. Shipping Upgrade: Offer an expedited shipping upgrade free of charge to incentivize the customer to keep their subscription.
4. Product Swap: Offer the option to swap the item for another product of the same or higher value at no extra cost.

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

6. Confirm the customer’s retention decision:

7. Ask if they are interested in any of the retention options.
8. If they accept, apply the agreed-upon retention offer using the relevant tools (e.g., @set_discount_to_order, @upgrade_shipping).
9. Inform the customer that the subscription has been updated, providing details of the new offer.

10. Use @send_async_message(message: str) to notify the customer of the successful update.

11. If the customer declines all retention offers:

12. Proceed with the subscription cancellation as described in the #Single_order_cancellation_policy.

13. Post-retention follow-up:

14. Thank customers who accept the retention offer and reiterate any benefits.

15. Ensure they receive a follow-up message confirming the retention offer application.

16. Escalation:

17. If customers have additional concerns regarding the retention offer, route the case to an agent for further assistance.
18. If they insist on canceling despite the offers, proceed with cancellation as outlined in the policy.

Example policy

The example policy involves implementing the retention strategy during the cancellation process. Here’s how to apply it on Stay AI and Kustomer:

1. When a customer wants to proceed with cancellation, initiate the #Single_order_cancellation_policy and provide alternatives such as:
2. Discount Offer: Use @stayai_set_discount to offer a discount on the current subscription.
3. Shipping Upgrade: Use @stayai_upgrade_shipping to offer expedited shipping.
4. Product Swap: Offer an option to swap products using @kustomer_product_swap.

5. Future Discount: Offer a discount for future purchases using @kustomer_set_future_discount.

6. Confirm the retention decision and apply the offers using the respective tools. If the customer declines, proceed with the cancellation.

7. Follow up with customers who accept the retention offer and ensure they receive confirmation messages.

8. Escalate to an agent if additional concerns arise or if the customer insists on cancellation despite offers.

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