Ingredients

The systems used by this policy include Skio, Freshdesk, 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 refers to requests from customers who wish to terminate their ongoing subscription services. These requests are critical touchpoints that often require a delicate balance between respecting customer autonomy and attempting to retain them by offering incentives or alternatives. Addressing these requests efficiently is key to maintaining customer satisfaction and reducing churn. Effective handling of cancellation requests involves understanding the customer’s reasons for cancellation, providing clear information about the process, and potentially offering solutions that could meet their needs without requiring cancellation.

Which Platforms does this AI policy work on?

This AI policy is designed to work seamlessly with Skio, Freshdesk, and Kodif. Moreover, Kodif integrates with all other major platforms, ensuring a wide range of compatibility to suit your business needs.

When should I use this policy?

This policy should be utilized when customers express a desire to cancel their subscriptions and the process includes a retention step. Implementing this policy allows businesses to offer alternatives that may encourage the customer to maintain their subscription. The process involves:

1. Identifying the customer’s intent to cancel via the #Single_order_cancellation_policy and providing them with alternatives such as discounts, shipping upgrades, product swaps, or future discounts.
2. Confirming the customer’s decision regarding the retention options.
3. Applying any accepted retention offers using relevant tools like @set_discount_to_order or @upgrade_shipping.
4. Proceeding with cancellation if the customer declines all retention offers.
5. Following up post-retention to ensure customer satisfaction and address any further concerns.

Policy logic

This policy is designed for use when customers indicate a desire to cancel their subscriptions, prompting a retention step. The logic involves:

1. Identifying the cancellation request and activating the #Single_order_cancellation_policy to offer alternatives.
2. Discount Offer: Use @set_discount_to_order to apply a discount on the current subscription.
3. Shipping Upgrade: Offer free expedited shipping.
4. Product Swap: Allow product exchanges at no extra cost.
5. Future Discount: Provide a future purchase discount for retaining the subscription.
6. Confirming the customer’s choice regarding the retention offers.
7. If accepted, apply the offer using tools like @set_discount_to_order or @upgrade_shipping.
8. If declined, proceed with cancellation.
9. Ensuring follow-up communications confirm the application of any retention offers and address any additional concerns.
10. Escalating to an agent if further assistance is needed or if the customer insists on cancellation despite the offers.

Example policy

Utilizing the logic outlined, this policy enables businesses to effectively manage subscription cancellations while offering retention options. Here’s how it can be applied specifically to Skio and Freshdesk:

1. Identify the cancellation request in Skio and use the #Single_order_cancellation_policy to present retention options.
2. Offer the customer a discount using @set_discount_to_order in skio.
3. Provide shipping upgrades or product swaps via applicable freshdesk commands.
4. Confirm the customer’s decision and apply the agreed retention offer.
5. Follow up with the customer to confirm the retention offer or proceed with the cancellation as necessary.

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