Ingredients

The systems used by this policy include OrderGroove, 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.

“Cancel subscription” ticket type explained

In customer support, the “Cancel subscription” ticket type refers to the process of handling customer requests to terminate their recurring service or product subscriptions. This interaction is critical for businesses that offer subscription-based products or services, as it involves not only facilitating the cancellation request but also potentially offering retention strategies to maintain customer relationships. Effective handling of these tickets can prevent churn and enhance customer loyalty by offering alternatives that meet customer needs while respecting their decision to cancel.

Which Platforms does this AI policy work on?

This AI policy operates on OrderGroove, Gladly, and Kodif. Moreover, Kodif integrates seamlessly with all other major platforms, ensuring a versatile and flexible approach to managing customer interactions across various systems.

When should I use this policy?

Use this policy when customers want to cancel orders, and the process calls for a retention step. This involves offering compelling alternatives to encourage customers to reconsider their cancellation decision, ultimately helping to retain them as ongoing subscribers or customers.

Policy logic

When a customer wants to proceed with the cancellation in the #Single_order_cancellation_policy, the following logic is applied:

1. Provide Cancellation Alternatives:

2. Once the order is selected, offer retention options to prevent cancellation:

   • Discount Offer: Use @set_discount_to_order to offer a discount (e.g., 10% or 15%) on the current order if the user chooses to retain it.
   • Shipping Upgrade: Offer an expedited shipping upgrade free of charge to incentivize the user to keep their order.
   • Product Swap: Offer the option to swap the item for another product of the same or higher value at no extra cost.
   • Future Discount: Offer a discount for a future purchase, e.g., a 20% coupon for their next order, if they keep the current order.

3. Confirm Retention Decision:

4. Ask the user if they are interested in one of the retention options.
5. If the user accepts, apply the agreed-upon retention offer using the relevant tools (@set_discount_to_order, @upgrade_shipping, or other applicable retention tools).
6. Inform the user that the order has been updated, and provide them with the relevant details (e.g., new discount, shipping upgrade, etc.).
7. Use @send_async_message(message: str) to notify the user that their order has been successfully updated with the retention offer.

8. A confirmation email detailing the order update will be sent by the system.

9. Post-Retention Follow-up:

10. If the user accepts the retention offer, thank them for choosing to keep their order and reiterate any benefits or bonuses (e.g., a future discount).

11. Ensure the user receives a follow-up message confirming that their retention offer has been applied.

12. Escalation:

13. If the user has any additional concerns or issues regarding the retention offer, route the case to an agent for further assistance.
14. In cases where the user insists on canceling despite the retention offers, proceed with cancellation as outlined in the cancellation policy.

Example policy

Here is an example of how the policy logic is implemented using OrderGroove and Gladly:

1. Customer wants to proceed with the cancellation in the #Single_order_cancellation_policy:

2. Provide Cancellation Alternatives:

   • Discount Offer: Use @ordergroove_set_discount to offer a discount (e.g., 10% or 15%) on the current order if the user chooses to retain it.
   • Shipping Upgrade: Offer an expedited shipping upgrade free of charge.
   • Product Swap: Offer the option to swap the item for another product of the same or higher value.
   • Future Discount: Offer a discount for a future purchase, e.g., a 20% coupon for their next order.

3. Confirm Retention Decision:

4. Ask the user if they are interested in one of the retention options.
5. If the user accepts, apply the agreed-upon retention offer using the relevant tools (@ordergroove_set_discount, @ordergroove_upgrade_shipping, etc.).
6. Inform the user that the order has been updated and provide them with the relevant details.

7. Use @gladly_send_async_message to notify the user that their order has been successfully updated.

8. Post-Retention Follow-up:

9. Thank the user for choosing to keep their order and reiterate any benefits or bonuses.

10. Ensure the user receives a confirmation message about the retention offer.

11. Escalation:

12. Route to an agent if the user has concerns regarding the retention offer.
13. Proceed with cancellation if the user insists, as outlined in the cancellation policy.

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