Ingredients
The systems used by this policy include Skio, 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 is an interaction initiated by a customer who wishes to end their subscription service. This type of request is crucial as it often involves a retention effort to try and keep the customer engaged with the company. Handling these tickets effectively can reduce churn and improve customer loyalty. Customer support teams may use various strategies, such as offering discounts, benefits, or alternatives, to persuade the customer to reconsider their decision to cancel. Proper handling of these requests ensures customers feel valued and may lead to positive outcomes, even if the subscription is ultimately canceled.
Which Platforms does this AI policy work on?
This AI policy is designed to work seamlessly with Skio, Kustomer, and Kodif. Moreover, Kodif integrates with all other major platforms, ensuring flexibility and compatibility across various customer support ecosystems.
When should I use this policy?
This policy should be used when customers express a desire to cancel their subscriptions, and the process includes a retention step. The policy logic involves offering retention options to persuade customers to reconsider their decision, thus reducing churn and maintaining customer relationships.
Policy logic
The logic for this policy is designed to engage customers who wish to cancel their subscriptions by offering alternative solutions and benefits. Using Kodif’s natural language setup, the process is straightforward:
- Customer expresses intent to cancel: The process is initiated in the #Single_order_cancellation_policy, where alternatives to cancellation are provided.
a. Provide Retention Alternatives: – Discount Offer: Use @set_discount_to_order to offer a discount (e.g., 10% or 15%) on the current order if the customer decides to retain it. – Shipping Upgrade: Offer expedited shipping at no extra cost to incentivize retention. – Product Swap: Allow the customer to swap the item for another product of equal or higher value. – Future Discount: Provide a discount for a future purchase as an incentive to keep the current order.
- Confirm Retention Decision: a. Ask if the customer is interested in any of the retention options.
b. If accepted: – Apply the agreed retention offer using @set_discount_to_order, @upgrade_shipping, or other tools. – Notify the customer of the update with @send_async_message. – Confirm the update via email.
c. If declined: – Proceed with the order cancellation as outlined in the #Single_order_cancellation_policy.
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Post-Retention Follow-up: a. Thank the customer for choosing to retain their order and reiterate any benefits. b. Ensure a confirmation message is sent regarding the retention offer.
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Escalation: a. If further issues arise, route the case to an agent. b. Proceed with cancellation if the customer insists, per the cancellation policy.
Example policy
To illustrate, here is how a policy may look in action, adjusted for Skio and Kustomer:
- Customer initiates cancellation in the #Single_order_cancellation_policy:
a. Provide Retention Alternatives: – Use @set_discount_to_order to offer discounts. – Offer shipping upgrades, product swaps, or future discounts.
- Confirm Retention Decision:
- Apply retention offers or proceed with cancellation based on the customer’s choice.
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Use @send_async_message for notifications.
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Post-Retention Follow-up:
- Thank the customer if retention is successful.
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Confirm application of retention offers.
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Escalation:
- Route to an agent if needed.
- Proceed with cancellation if required.
By employing these steps, businesses can effectively manage cancellation requests while maximizing retention opportunities.
