Ingredients
The systems used by this policy include Stay AI, 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 customer support, a “Cancel subscription” ticket is raised when a customer wants to terminate their subscription service. This type of request can be challenging as it often requires a balance between respecting the customer’s decision and attempting to retain them through strategic offers. Effective handling of cancellation requests can improve customer satisfaction and potentially retain business by offering alternatives that address the customer’s concerns or enhance their experience.
Which Platforms does this AI policy work on?
This AI policy is designed to work on Stay AI, Gorgias, and Kodif. Moreover, Kodif integrates seamlessly with all other major platforms, ensuring extensive compatibility and functionality.
When should I use this policy?
Use this policy when customers want to cancel their subscriptions, and the process includes a retention step to potentially keep the customer engaged with your service.
Policy logic
The logic for this policy involves using automated tools and contextual data to handle subscription cancellation requests efficiently while offering retention options.
- If a customer wishes to proceed with the cancellation, activate the #Single_order_cancellation_policy to provide cancellation alternatives.
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Offer retention options:
- Discount Offer: Use @set_discount_to_order to offer a discount (e.g., 10% or 15%) on the subscription if the customer decides to retain it.
- Service Upgrade: Offer a service upgrade to incentivize retention.
- Product Swap: Allow swapping the current service with another of similar or higher value at no extra cost.
- Future Discount: Provide a discount for future purchases or subscriptions if they keep the current one.
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Confirm the customer’s decision on retention options.
- If the customer accepts:
- Apply the chosen retention offer using the relevant tools (e.g., @set_discount_to_order).
- Notify the customer that their subscription has been updated.
- Send a confirmation email detailing the subscription update.
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If the customer declines:
- Proceed with the subscription cancellation as per the #Single_order_cancellation_policy.
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Post-retention follow-up:
- Thank the customer for choosing to keep their subscription if they accepted a retention offer.
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Ensure the customer receives a confirmation message about the applied retention offer.
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Escalation:
- Route any additional concerns or issues regarding the retention offer to an agent.
- If the customer insists on canceling despite retention offers, proceed with the cancellation as outlined in the cancellation policy.
Example policy
To implement this policy, follow the structured logic provided. When customers express a desire to cancel their subscription, offer them retention options. If they accept, apply the retention offer using the appropriate tools, such as @set_discount_to_order for discounts. Confirm any updates with the customer and ensure follow-up communication. If the customer declines the retention options, proceed with the cancellation process.
For example, if using Stay AI or Gorgias, replace command names accordingly, such as using @stayai_order_details instead of @shopify_order_details. This way, the policy aligns with the platform-specific tools and processes.
