Ingredients

In this policy, we utilize Prive, Gorgias, 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 requests made by customers wishing to terminate their ongoing services or product subscriptions. Handling these requests effectively is crucial as it often involves retention strategies to keep customers or offer them alternatives. Successful management of these tickets not only helps in reducing churn but also enhances customer satisfaction by addressing the reasons behind their cancellation.

Which Platforms does this AI policy work on?

This AI policy is designed to work seamlessly with Prive, Gorgias, and Kodif. Moreover, Kodif integrates with all other major platforms, ensuring a broad and versatile application across various systems.

When should I use this policy?

This policy should be employed when customers express a desire to cancel their subscriptions, and the process includes a retention step. It is particularly useful for businesses aiming to offer alternative solutions to retain customers while handling cancellations efficiently.

Policy logic

Use the following logic when a customer wants to cancel their subscription, integrating retention steps to potentially retain their business:

1. Customer initiates a cancellation request.
2. Provide Cancellation Alternatives:
3. Discount Offer: Use @set_discount_to_order to offer a discount (e.g., 10% or 15%) on the current subscription if the customer agrees to retain it.
4. Subscription Upgrade: Offer an upgrade to a premium version of the subscription at no additional cost to incentivize retention.
5. Product Swap: Allow the customer to swap their current subscription for another service of equal or greater value.
6. Future Discount: Provide a discount for a future subscription, such as a 20% coupon for their next renewal, if they choose to retain the current one.
7. Confirm Retention Decision: a. Inquire if the customer is interested in any retention options. b. If accepted:
   • Apply the retention offer using relevant tools (@set_discount_to_order, @upgrade_subscription, etc.).
   • Inform the customer of the updated subscription details.
   • Use @send_async_message(message: str) to confirm the retention offer implementation. c. If declined:
   • Proceed with the cancellation as outlined in the #Single_order_cancellation_policy.
8. Post-Retention Follow-up: a. If the retention offer is accepted, express gratitude and reiterate benefits. b. Ensure a follow-up message confirms the application of the retention offer.
9. Escalation: a. If issues arise or the customer has further concerns about the retention offer, escalate to an agent. b. If the customer insists on canceling, proceed with cancellation per the policy.

Example policy

Here’s an example policy for managing subscription cancellations with retention strategies on Prive and Gorgias. Adjust the commands to reflect these platforms:

1. Customer wants to proceed with the cancellation within the #Single_order_cancellation_policy.
2. Provide Cancellation Alternatives:
3. Discount Offer: Use @prive_set_discount to offer a discount on the current subscription.
4. Shipping Upgrade: Not applicable here.
5. Product Swap: Use @gorgias_product_swap to offer an alternative service.
6. Future Discount: Use @prive_future_discount to offer a discount for future subscriptions.
7. Confirm Retention Decision: a. Ask if the customer is interested in retention options. b. If accepted, apply the offer using @prive_set_discount or @gorgias_product_swap and notify them using @send_async_message. c. If declined, proceed with the cancellation.
8. Post-Retention Follow-up: a. Thank the customer if retention is accepted. b. Confirm the retention offer application.
9. Escalation: a. Route to an agent if further assistance is required. b. Proceed with cancellation if necessary.

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