Ingredients

The systems used by this policy include Smartrr, Gorgias, 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 type signifies a request from a customer to discontinue their ongoing subscription service. This process involves managing the customer’s request to ensure a smooth transition while also exploring opportunities to retain the customer through targeted retention strategies. Addressing such requests effectively is crucial for maintaining customer satisfaction and minimizing churn rates.

Which Platforms does this AI policy work on?

This AI policy is designed to work on Smartrr, Gorgias, and Kodif. In addition, Kodif integrates seamlessly with all other major platforms, offering a versatile solution for diverse business needs.

When should I use this policy?

Use this policy when customers express a desire to cancel their subscriptions, and there is an opportunity for a retention step. The policy is designed to provide alternatives that may persuade customers to reconsider their cancellation, such as discounts or other incentives.

Policy logic

The policy logic is structured to guide customer interactions toward a retention outcome. Here’s how it works:

1. Customer Initiates Cancellation: When a customer indicates a desire to cancel their subscription, use the #Single_order_cancellation_policy to offer alternatives.

2. Provide Retention Options:

   • Discount Offer: Use @set_discount_to_order to offer a discount (e.g., 10% or 15%) on their subscription if retained.
   • Shipping Upgrade: Offer an expedited shipping upgrade free of charge.
   • Product Swap: Allow an item swap for another product of equal or greater value at no extra cost.
   • Future Discount: Offer a discount for future purchases, such as a 20% coupon for their next order.

3. Confirm Retention Decision:

4. Ask the customer if they are interested in any retention offers.
5. If accepted:
   • Apply the selected retention offer using the relevant tools (@set_discount_to_order, @upgrade_shipping).
   • Inform the customer that their subscription has been updated with the offer.
   • Use @send_async_message(message: str) to confirm the update.

6. If declined:

   • Proceed with the cancellation as per the #Single_order_cancellation_policy.

7. Post-Retention Follow-up:

8. If the retention offer is accepted, thank the customer and reiterate the benefits.

9. Ensure a follow-up message confirms the retention offer application.

10. Escalation:

11. If the customer has concerns about the retention offer, escalate to an agent.
12. If cancellation is insisted upon, finalize cancellation as outlined in the policy.

Example policy

The example policy reflects the logic described above, adapted for use with Smartrr and Gorgias. Command syntax should replace platform-specific details while maintaining the core retention strategy. This ensures compatibility across platforms while delivering consistent customer experiences.

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