Ingredients

This policy utilizes the following systems: Recharge, 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 subscription” ticket type explained

In customer support, a “Cancel subscription” ticket type refers to requests made by customers who wish to terminate their subscription-based services. Handling these requests effectively is crucial as it often involves retention strategies to persuade the customer to continue with their subscription. This process may include offering incentives, resolving customer issues that might have prompted the cancellation request, or providing a seamless cancellation experience to leave a positive impression even if the customer decides to leave.

Which Platforms does this AI policy work on?

This AI policy is designed to work seamlessly with Recharge, Kustomer, and Kodif. Additionally, Kodif integrates efficiently with all other major platforms, ensuring a broad reach for businesses seeking to streamline their customer support operations.

When should I use this policy?

This policy should be employed when customers wish to cancel their subscriptions, and the process involves a retention step. It is ideal for situations where businesses can potentially retain customers by offering alternatives or incentives.

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: Once the subscription is selected for cancellation, offer retention options to prevent it:
2. Discount Offer: Use @set_discount_to_order to offer a discount (e.g., 10% or 15%) on the current subscription if the user chooses to retain it.
3. Shipping Upgrade: Offer expedited shipping upgrade free of charge to incentivize the user to keep their subscription.
4. Product Swap: Offer the option to swap the subscription for another product of the same or higher value at no extra cost.

5. Future Discount: Offer a discount for a future purchase, e.g., a 20% coupon for their next order, if they keep the current subscription.

6. Confirm Retention Decision:

7. Ask the user if they are interested in one of the retention options.
8. 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).
   • Inform the user that the subscription has been updated, and provide them with the relevant details (e.g., new discount, shipping upgrade, etc.).
   • Use @send_async_message(message: str) to notify the user that their subscription has been successfully updated with the retention offer.

9. If the user declines:

   • Proceed with the subscription cancellation as described in the #Single_order_cancellation_policy.

10. Post-Retention Follow-up:

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

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

13. Escalation:

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

Example policy

The following example demonstrates the policy logic when customers wish to cancel their subscription, incorporating a retention step:

1. Provide Cancellation Alternatives:
2. Use @recharge_set_discount_to_order to offer a discount on the current order.
3. Use @kustomer_upgrade_shipping for shipping upgrades.

4. Offer a product swap or a future discount as retention strategies.

5. Confirm Retention Decision:

6. If the user accepts, apply the offer using @recharge_set_discount_to_order or other applicable tools.

7. Notify the user of the update with @kustomer_send_async_message.

8. Post-Retention Follow-up:

9. Ensure the customer receives confirmation of the retention offer.

10. Escalation:

11. Route to an agent for further assistance if needed or proceed with cancellation.

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