Ingredients

The systems used by this policy include: Smartrr, Gladly, 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, the “Cancel subscription” ticket type refers to requests from customers who wish to terminate their ongoing subscription services. Handling these requests efficiently is crucial as they often involve a retention phase where businesses try to persuade the customer to reconsider the cancellation. This interaction is not only about processing cancellations but also about understanding customer concerns, offering potential retention incentives, and maintaining a positive relationship, even if the customer decides to end their subscription.

Which Platforms does this AI policy work on?

This AI policy is designed to work on Smartrr, Gladly, and Kodif. Additionally, Kodif integrates seamlessly with all other major platforms, ensuring a versatile and adaptable solution for customer support automation across various environments.

When should I use this policy?

This policy should be used when customers want to cancel orders, and the process involves a retention step. This situation typically arises when a customer expresses a desire to cancel their subscription, and the business wishes to offer alternatives or benefits to encourage them to reconsider their decision.

Policy logic

Leverage this policy when handling customer requests to cancel subscriptions, integrating a retention step to offer alternatives before proceeding with cancellation. The logic is structured as follows:

1. When a customer wants to proceed with the cancellation, as outlined in the #Single_order_cancellation_policy, provide cancellation alternatives:
2. Discount Offer: Use @set_discount_to_order to offer a discount (e.g., 10% or 15%) on the current subscription if the user opts to retain it.
3. Shipping Upgrade: Offer an expedited shipping upgrade free of charge to incentivize the user to keep their subscription.
4. Product Swap: Allow the option to swap items within the subscription for another product of equal or higher value at no extra cost.

5. Future Discount: Propose a discount for a future purchase, like a 20% coupon for their next order, if they decide to keep their current subscription.

6. Confirm the Retention Decision:

7. Ask the user if they are interested in any of the retention options.
8. If the user accepts:
   • Apply the chosen retention offer using the relevant tools (@set_discount_to_order, @upgrade_shipping, or other applicable retention tools).
   • Inform the user that their subscription has been updated with the retention offer details.
   • Use @send_async_message(message: str) to notify the user of the successful update, with Gladly sending a confirmation email detailing the subscription update.

9. If the user declines:

   • Proceed with the cancellation process 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 continue their subscription and reiterate any benefits or bonuses they received.

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

13. Escalation:

14. If the user has further concerns or issues regarding the retention offer, route the case to an agent for additional 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

Here is an example policy based on the above logic, adapted for Smartrr and Gladly:

1. Customer wants to proceed with the cancellation in the #Single_order_cancellation_policy – Provide Cancellation Alternatives:
2. Discount Offer: Use @smartrr_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 an expedited shipping upgrade free of charge to incentivize the user to keep their subscription.
4. Product Swap: Offer the option to swap the item for another product of the same or higher value at no extra cost.

5. Future Discount: Offer a discount for a future purchase, such as 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 (@smartrr_set_discount_to_order, @gladly_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 @gladly_send_async_message(message: str) to notify the user that their subscription has been successfully updated with the retention offer.

9. Post-Retention Follow-up:

10. 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).

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

12. Escalation:

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

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