Ingredients

The systems used in this policy include Magento, Freshdesk, 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 order” ticket type explained

In customer support, a “Cancel order” ticket refers to requests from customers to cancel an order that they have placed. This is a common occurrence in e-commerce and retail environments, where customers may change their minds after making a purchase or encounter issues that necessitate a cancellation. Managing these requests efficiently is crucial as it impacts customer satisfaction and retention. Handling cancellations involves verifying the order status, offering alternatives to cancellation, and ensuring that any retention strategies are communicated effectively to the customer. Efficiently managing “Cancel order” tickets can help businesses maintain positive customer relationships and reduce churn.

Which Platforms does this AI policy work on?

This AI policy is designed to work on Magento, Freshdesk, and Kodif. Moreover, Kodif integrates seamlessly with all other major platforms, ensuring that you can extend these capabilities across your entire support ecosystem.

When should I use this policy?

This policy is ideal for situations where customers wish to cancel orders, and the process includes a retention step. It helps in offering customers alternatives to cancellation, such as discounts, shipping upgrades, or product swaps, in an effort to retain the order.

Policy logic

When customers express the desire to cancel an order, this policy deploys a series of retention steps:

1. Provide Cancellation Alternatives:

2. Offer retention options to prevent cancellation, such as:

   • Discount Offer: Use @set_discount_to_order to apply a discount (e.g., 10% or 15%) on the current order.
   • Shipping Upgrade: Offer expedited shipping at no extra cost.
   • Product Swap: Allow swapping for another item of equal or greater value.
   • Future Discount: Provide a future purchase discount if the current order is retained.

3. Confirm Retention Decision:

4. Ask if the user is interested in any retention offers.
5. If accepted:
   • Apply the chosen retention offer using tools like @set_discount_to_order or @upgrade_shipping.
   • Notify the customer of the order update via @send_async_message.

6. If declined:

   • Proceed with cancellation as per the #Single_order_cancellation_policy.

7. Post-Retention Follow-up:

8. Send a thank you message and confirm the retention offer application if accepted.
9. Escalate to an agent if further assistance is needed.

Example policy

When a customer requests order cancellation, this policy recommends the following steps:

1. Provide Cancellation Alternatives:

2. Offer a range of retention options like discounts, shipping upgrades, or product swaps using @set_discount_to_order, @upgrade_shipping, etc.

3. Confirm Retention Decision:

4. If the customer accepts an offer, update their order accordingly and confirm via @send_async_message.

5. If declined, proceed with cancellation as per the #Single_order_cancellation_policy.

6. Post-Retention Follow-up:

7. Confirm any retention benefits provided and escalate if necessary.

Implement these steps using commands relevant to Magento and Freshdesk for seamless integration and execution.

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