Ingredients

The systems used by this policy include BigCommerce, 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 order” ticket type explained

In customer support, a “Cancel order” ticket type refers to requests from customers who wish to cancel their existing orders. This type of interaction is crucial in e-commerce, as it directly impacts customer satisfaction and retention. Handling these requests promptly and efficiently can prevent potential churn and maintain customer loyalty. The challenge for businesses is to manage these cancellations while also exploring opportunities to retain the order through strategic offers or alternatives that could meet the customer’s needs differently.

Which Platforms does this AI policy work on?

This AI policy is designed to work seamlessly on BigCommerce, Kustomer, and Kodif. Moreover, Kodif integrates with all other major platforms, ensuring broad compatibility and flexibility for businesses looking to streamline their customer support operations.

When should I use this policy?

This policy should be employed when customers express a desire to cancel their orders and the business strategy includes a retention step. The goal is to provide alternatives that might convince the customer to retain their order, thus enhancing customer satisfaction and retention rates.

Policy logic

When a customer initiates a cancellation request, the policy logic engages the #Single_order_cancellation_policy to offer alternatives aimed at retention. Here’s a step-by-step breakdown:

1. Provide Cancellation Alternatives:
2. Offer a discount using @set_discount_to_order to provide a 10% or 15% discount on the current order.
3. Offer a free expedited shipping upgrade.
4. Provide the option for a product swap at no extra cost.

5. Offer a future discount, like a 20% coupon for their next order.

6. Confirm Retention Decision:

7. If the customer is interested, apply the chosen retention offer using tools like @set_discount_to_order or @upgrade_shipping.
8. Notify the customer of the updated order details with @send_async_message.

9. If declined, proceed with the order cancellation as per #Single_order_cancellation_policy.

10. Post-Retention Follow-up:

11. Thank the customer for retaining their order and reiterate any benefits.

12. Send a follow-up message confirming the applied retention offer.

13. Escalation:

14. Route to an agent if there are additional concerns.
15. Proceed with cancellation if the customer insists despite the offers.

Example policy

Here’s how the policy logic is applied using the specific platforms:

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

2. Once the order is selected, offer retention options such as:

   • Discount Offer: Use @bigcommerce_order_details to offer a discount on the current order.
   • Shipping Upgrade: Provide a shipping upgrade through @bigcommerce_shipping_upgrade.
   • Product Swap: Use @bigcommerce_product_swap for swapping items.
   • Future Discount: Apply a future purchase discount with @bigcommerce_discount_future.

3. Confirm Retention Decision:

4. Ask the customer if they are interested in retention options.
5. If accepted, apply the retention offer using tools like @bigcommerce_set_discount.
6. Notify the customer with @kustomer_send_async_message that their order has been updated.

7. If declined, proceed with cancellation via #Single_order_cancellation_policy.

8. Post-Retention Follow-up:

9. Thank the customer and ensure they receive a message confirming the retention offer.

10. Escalation:

11. Route to an agent for further assistance if needed.
12. Proceed with cancellation if the customer insists.

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