Ingredients

Prive, Salesforce Service Cloud, 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 the realm of customer support, a “Cancel subscription” ticket typically arises when a customer expresses the desire to discontinue their subscription service. This request necessitates a prompt and thoughtful response, as it often represents a critical juncture in the customer journey. Effective handling of such tickets involves not only processing the cancellation efficiently but also incorporating retention strategies to potentially retain the customer. By offering alternatives such as discounts or product upgrades, businesses can transform a potentially negative customer interaction into an opportunity for retention and customer satisfaction enhancement.

Which Platforms does this AI policy work on?

This AI policy is designed for Prive, Salesforce Service Cloud, and Kodif. However, Kodif also integrates seamlessly with all other major platforms, ensuring comprehensive coverage for your customer support needs.

When should I use this policy?

This policy is ideal for situations when customers wish to cancel their subscriptions, and there is an opportunity to incorporate a retention step. By leveraging this policy, businesses can offer retention options to the customer before proceeding with the cancellation, thereby enhancing the chances of maintaining the customer relationship.

Policy logic

Utilize this policy when customers express a desire to cancel a subscription, and a retention step is warranted. The logic involves the following steps:

1. Customer Initiates Cancellation: In the #Single_order_cancellation_policy, offer cancellation alternatives.
2. Discount Offer: Use @set_discount_to_order to provide a discount on the current order if the customer opts to retain it.
3. Shipping Upgrade: Offer a free expedited shipping upgrade to encourage the customer to keep their order.
4. Product Swap: Allow the customer to swap the item for another product of equal or higher value at no additional cost.

5. Future Discount: Provide a discount for a future purchase if the customer chooses to retain the current order.

6. Confirm Retention Decision:

7. Ask if the customer is interested in any retention options.
8. If accepted, apply the agreed retention offer using tools like @set_discount_to_order or @upgrade_shipping.
9. Notify the customer via @send_async_message that their order has been updated with the retention offer.

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

11. Post-Retention Follow-up:

12. If the offer is accepted, thank the customer and reiterate any benefits.

13. Confirm the application of the retention offer through a follow-up message.

14. Escalation:

15. If there are additional concerns, route the case to an agent for assistance.
16. Proceed with cancellation if the customer insists despite retention offers.

Example policy

Utilizing platforms like Prive and Salesforce Service Cloud, the policy logic can be implemented as follows:

1. Customer Initiates Cancellation: Offer retention options using tools such as @prive_setdiscount or @salesforceservicecloud_upgradeshipping.
2. Discount Offer: Apply a discount with @prive_setdiscount.
3. Shipping Upgrade: Use @salesforceservicecloud_upgradeshipping for expedited shipping.
4. Confirm decisions and follow up as outlined, ensuring effective communication and potential escalation if necessary.

For more detailed policies and examples, visit our comprehensive library.

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