Ingredients

The systems used by this policy include Stay AI, Zendesk, 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 type refers to customer requests to terminate their ongoing subscription services. Managing these requests efficiently is crucial, as it involves not only processing cancellations but also providing retention strategies to retain customers. By offering alternatives, such as discounts or upgrades, businesses can potentially minimize churn and maintain customer satisfaction.

Which Platforms does this AI policy work on?

This AI policy is designed to work on Stay AI, Zendesk, and Kodif. Additionally, Kodif integrates seamlessly with all other major platforms, enabling businesses to manage their customer support operations efficiently across various systems.

When should I use this policy?

This policy should be used when customers request to cancel their subscriptions, and there is an opportunity to implement a retention step. It is crucial to handle these requests swiftly while offering retention options to potentially retain the customer.

Policy logic

To implement this policy, use the following logic: Type @ to view available tools, use # to reference policies, and add contextual data with $. You can also edit the context in the test screen.

1. Customer wants to proceed with the cancellation in the #Single_order_cancellation_policy – Provide Cancellation Alternatives.

2. Offer retention options to prevent cancellation:

   • Discount Offer: Use @set_discount_to_order to provide a discount (e.g., 10% or 15%) if the customer retains their subscription.
   • Shipping Upgrade: Provide an expedited shipping upgrade free of charge as an incentive.
   • Product Swap: Allow the customer to swap for a different product of equal or higher value at no charge.
   • Future Discount: Offer a future purchase discount, such as a 20% coupon for their next order, if they continue their subscription.

3. Confirm Retention Decision

4. Ask the customer if they are interested in any retention options.
5. If accepted:
   • Apply the retention offer using tools like @set_discount_to_order or @upgrade_shipping.
   • Notify the customer of the updated subscription details.
   • Use @send_async_message to confirm the retention offer application.

6. If declined:

   • Proceed with cancellation as per the #Single_order_cancellation_policy.

7. Post-Retention Follow-up

8. Thank the customer for accepting the retention offer and reiterate any benefits.

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

10. Escalation

11. If there are concerns or issues with the retention offer, route to an agent for further assistance.
12. If the customer insists on canceling, proceed with cancellation as outlined.

Example policy

Here is an example policy using Stay AI and Zendesk logic:

1. Customer wants to proceed with the cancellation in the #Single_order_cancellation_policy – Provide Cancellation Alternatives.

2. Offer retention options:

   • Discount Offer: Use @set_discount_to_order to give a discount on the current subscription.
   • Shipping Upgrade: Offer expedited shipping for free.
   • Product Swap: Swap for a product of equal or higher value at no extra cost.
   • Future Discount: Provide a discount for future purchases if they keep their subscription.

3. Confirm Retention Decision

4. Ask if the customer wants any retention options.
5. If accepted:
   • Apply the offer using relevant tools.
   • Notify and confirm with the customer.
   • Use @send_async_message for confirmation.

6. If declined:

   • Cancel the subscription as outlined.

7. Post-Retention Follow-up

8. Thank and confirm benefits if retention is accepted.

9. Escalation

10. Route to an agent for additional concerns.
11. Proceed with cancellation if insisted.

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