Ingredients

The systems used by this policy include Stay AI, Gladly, 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.

“Restart subscription” ticket type explained

In customer support, a “Restart subscription” ticket typically refers to a customer request to resume a previously paused or canceled subscription. This scenario often arises when a customer has taken a temporary break from a service or product but now wishes to continue receiving it. Managing these requests efficiently is crucial, as they provide an opportunity to re-engage customers and enhance retention. Addressing “Restart subscription” tickets involves confirming the customer’s intent, updating their subscription status, and ensuring that any paused services or products are reinstated seamlessly.

Which Platforms does this AI policy work on?

This AI policy works on Stay AI, Gladly, and Kodif. Furthermore, Kodif integrates seamlessly with all other major platforms, providing a versatile solution for managing customer interactions across different systems.

When should I use this policy?

This policy is ideal for use when customers express a desire to cancel their orders, and the retention process involves offering alternatives to encourage them to keep their subscriptions active. By implementing retention strategies, businesses can effectively reduce churn and maintain a loyal customer base.

Policy logic

When a customer wishes to cancel their subscription, the process involves a retention step. Here’s how the policy logic unfolds:

1. If a customer wants to proceed with the cancellation, refer to 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 order if the user decides to keep their subscription.
3. Shipping Upgrade: Provide an expedited shipping upgrade free of charge to incentivize the user to retain their subscription.
4. Product Swap: Offer the option to swap the item for another product of equal or greater value at no additional cost.

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

6. Confirm the customer’s retention decision:

7. If the customer accepts, apply the agreed-upon retention offer using the relevant tools (@set_discount_to_order, @upgrade_shipping, or other applicable retention tools).
8. Notify the customer that their order has been updated and provide details of the retention offer via @send_async_message.

9. If the customer declines, proceed with the cancellation as per the #Single_order_cancellation_policy.

10. Post-Retention Follow-up:

11. If the customer accepts the retention offer, express gratitude for their decision to maintain the subscription and remind them of any benefits or bonuses.

12. Ensure the customer receives a follow-up message confirming the application of the retention offer.

13. Escalation:

14. Route the case to an agent if the customer has additional concerns about the retention offer.
15. Proceed with cancellation if the customer insists on canceling despite the retention offers, as outlined in the cancellation policy.

Example policy

When customers express interest in canceling their orders, and the process involves a retention step, this policy becomes applicable. The policy logic is as follows:

1. If a customer wants to cancel their subscription, reference the #Single_order_cancellation_policy to provide alternatives:
2. Discount Offer: Use @set_discount_to_order to propose a discount (e.g., 10% or 15%) on the current order to entice the customer to keep their subscription.
3. Shipping Upgrade: Offer free expedited shipping to incentivize the customer.
4. Product Swap: Allow the customer to swap the item for another of equal or higher value at no extra cost.

5. Future Discount: Suggest a discount for a future purchase, like a 20% coupon, if they retain the current order.

6. Confirm the retention choice:

7. If accepted, implement the retention offer using appropriate tools (@set_discount_to_order, @upgrade_shipping, etc.).
8. Inform the customer of the order update through @send_async_message.

9. If declined, proceed with the cancellation according to the #Single_order_cancellation_policy.

10. Follow-up and Escalation:

11. Thank the customer for retaining the order and reiterate any benefits.
12. Provide confirmation of the retention offer application.
13. Route to an agent for further assistance if needed, and proceed with cancellation if insisted upon.

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