Ingredients

The systems used in this policy include OrderGroove, 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 customer inquiries related to terminating a service or product subscription. These requests often require handling with care, as they may involve customer dissatisfaction, financial considerations, or potential retention opportunities. Addressing these requests efficiently is crucial to maintaining customer satisfaction and potentially retaining the customer through alternative solutions.

Which Platforms does this AI policy work on?

This AI policy works on OrderGroove, Zendesk, and Kodif, and can integrate seamlessly with all other major platforms, providing a versatile solution for managing subscription cancellations across different systems.

When should I use this policy?

You should use this policy when customers indicate a desire to cancel their subscriptions and the process includes a retention step to explore alternatives that might persuade the customer to continue their subscription.

The policy logic involves using special functions and tools to manage interactions:

1. Customer wants to proceed with the cancellation in the #Single_order_cancellation_policy – Provide Cancellation Alternatives.

2. Offer retention options:

   • Discount Offer: Use @set_discount_to_order to offer a discount on the current order if the user retains it.
   • Shipping Upgrade: Offer an expedited shipping upgrade at no extra cost.
   • Product Swap: Provide the option to swap the item for another product of equal or higher value.
   • Future Discount: Offer a future purchase discount (e.g., 20% off the next order).

3. Confirm Retention Decision

4. Ask the user if they are interested in a retention option.
5. If the user accepts:
   • Apply the retention offer using relevant tools (@set_discount_to_order, @upgrade_shipping, etc.).
   • Notify the user of the update using @send_async_message.

6. If the user declines, proceed with the order cancellation as per the #Single_order_cancellation_policy.

7. Post-Retention Follow-up

8. Thank the user for retaining their order, reiterate benefits, and confirm the retention offer application.

9. Escalation

10. Route additional concerns or issues to an agent.
11. Proceed with cancellation if the user insists despite retention offers.

Policy logic

This policy should be used when customers want to cancel subscriptions and the process calls for a retention step. The policy logic involves:

1. Customer wants to proceed with the cancellation in the #Single_order_cancellation_policy – Provide Cancellation Alternatives.

2. Offer retention options:

   • Discount Offer: Use @set_discount_to_order to offer a discount on the current order if the user retains it.
   • Shipping Upgrade: Offer an expedited shipping upgrade at no extra cost.
   • Product Swap: Provide the option to swap the item for another product of equal or higher value.
   • Future Discount: Offer a future purchase discount (e.g., 20% off the next order).

3. Confirm Retention Decision

4. Ask the user if they are interested in a retention option.
5. If the user accepts:
   • Apply the retention offer using relevant tools (@set_discount_to_order, @upgrade_shipping, etc.).
   • Notify the user of the update using @send_async_message.

6. If the user declines, proceed with the order cancellation as per the #Single_order_cancellation_policy.

7. Post-Retention Follow-up

8. Thank the user for retaining their order, reiterate benefits, and confirm the retention offer application.

9. Escalation

10. Route additional concerns or issues to an agent.
11. Proceed with cancellation if the user insists despite retention offers.

Example policy

This policy is used when customers want to cancel subscriptions, and a retention step is involved:

1. Customer wants to proceed with the cancellation in the #Single_order_cancellation_policy – Provide Cancellation Alternatives.

2. Offer retention options:

   • Discount Offer: Use @set_discount_to_order to offer a discount on the current order if the user retains it.
   • Shipping Upgrade: Offer an expedited shipping upgrade at no extra cost.
   • Product Swap: Provide the option to swap the item for another product of equal or higher value.
   • Future Discount: Offer a future purchase discount (e.g., 20% off the next order).

3. Confirm Retention Decision

4. Ask the user if they are interested in a retention option.
5. If the user accepts:
   • Apply the retention offer using relevant tools (@set_discount_to_order, @upgrade_shipping, etc.).
   • Notify the user of the update using @send_async_message.

6. If the user declines, proceed with the order cancellation as per the #Single_order_cancellation_policy.

7. Post-Retention Follow-up

8. Thank the user for retaining their order, reiterate benefits, and confirm the retention offer application.

9. Escalation

10. Route additional concerns or issues to an agent.
11. Proceed with cancellation if the user insists despite retention offers.

Explore more AI policies