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Cancellations: Skio & Zendesk Guide

Tomek Nowinski
01.05.2025

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Tomek Nowinski
01.05.2025

Ingredients

Just a list of systems used by this policy: Skio, Zendesk, and Kodif.

What are AI Policies?

ai policies for customer support

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 from customers who wish to terminate their recurring service or product subscription. This type of inquiry is critical for businesses focused on subscription models, as it directly impacts customer retention and revenue. Handling these requests efficiently requires not just processing cancellations but also understanding customer concerns and potentially offering alternatives or incentives to retain their business.

Which Platforms does this AI policy work on?

This AI policy is designed to work seamlessly on Skio, Zendesk, and Kodif. Additionally, Kodif integrates with all other major platforms, ensuring a flexible and comprehensive customer support experience across different systems.

When should I use this policy?

This policy should be used when customers express a desire to cancel their subscriptions. It is particularly valuable in scenarios where the cancellation process includes a retention step, offering opportunities to address customer concerns and propose alternatives to retain their business.

Policy logic

The logic of this policy involves several key steps to manage subscription cancellations effectively while incorporating retention strategies:

  1. Customer Initiation: Upon receiving a cancellation request, trigger the #Single_order_cancellation_policy to begin offering alternatives.

  2. Provide Cancellation Alternatives:

  3. Discount Offer: Use @set_discount_to_order to propose a discount on the current subscription if the customer decides to continue.
  4. Shipping Upgrade: Offer an expedited shipping upgrade at no additional cost to encourage retention.
  5. Product Swap: Present the option to swap the subscription product for another of equal or greater value.
  6. Future Discount: Suggest a discount for future purchases if the current subscription is maintained.

  7. Confirm Retention Decision:

  8. Ask if the customer is interested in any retention offers.
  9. If accepted, apply the appropriate tool (e.g., @set_discount_to_order, @upgrade_shipping) to update the subscription and communicate changes via @send_async_message.

  10. Post-Retention Follow-up:

  11. Thank the customer for continuing their subscription and confirm any applied benefits.
  12. Ensure all retention actions are communicated and confirmed with the customer.

  13. Escalation:

  14. If the customer has further concerns or insists on cancellation, escalate to an agent for personalized assistance.

Example policy

To illustrate the practical application, consider the following example policy logic as applied to Skio and Zendesk:

  1. Customer Request: Initiate cancellation via #Single_order_cancellation_policy.
  2. Retention Offers: Present options such as discounts or product swaps using @set_discount_to_order or other applicable commands.
  3. Decision and Communication: Confirm and implement the agreed-upon retention strategy, communicating updates through @send_async_message.
  4. Final Actions: If retention is unsuccessful, proceed with cancellation per the established policy, ensuring customer satisfaction and understanding throughout the process.

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