Ingredients

Smartrr, Kustomer, 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 requests made by customers who wish to terminate their ongoing subscription services. This type of ticket is essential for businesses, particularly those operating on subscription models, to manage and process cancellation requests efficiently. Handling these requests effectively involves understanding the reasons behind the cancellation, offering potential retention options, and ensuring a seamless experience for the customer, even if they choose to proceed with the cancellation. Properly managing “Cancel subscription” tickets can help reduce churn rates, improve customer satisfaction, and foster long-term loyalty by demonstrating a commitment to addressing customer needs and concerns.

Which Platforms does this AI policy work on?

This AI policy operates on Smartrr, Kustomer, and Kodif. Moreover, Kodif integrates seamlessly with all other major platforms, offering versatile support options across various customer service landscapes.

When should I use this policy?

Use this policy when customers want to cancel subscriptions, and the process calls for a retention step. The logic involves using @ to view available tools, # to reference policies, and $ to add contextual data. 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. Once the subscription is selected, offer retention options to prevent cancellation:

   • Discount Offer: Use @set_discount_to_order to offer a discount (e.g., 10% or 15%) on the current subscription if the user chooses to retain it.
   • Shipping Upgrade: Offer an expedited shipping upgrade free of charge to incentivize the user to keep their subscription.
   • Product Swap: Offer the option to swap the item for another product of the same or higher value at no extra cost.
   • Future Discount: Offer a discount for a future purchase, e.g., a 20% coupon for their next order, if they keep the current subscription.

3. Confirm Retention Decision

4. Ask the user if they are interested in one of the retention options.
5. If the user accepts:
   • Apply the agreed-upon retention offer using the relevant tools (@set_discount_to_order, @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 @send_async_message(message: str) to notify the user that their subscription has been successfully updated with the retention offer.
   • Kodif will also send a confirmation email detailing the subscription update.

6. If the user declines:

   • Proceed with the subscription cancellation as described in the #Single_order_cancellation_policy.

7. Post-Retention Follow-up:

8. 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).

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

10. Escalation:

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

Policy logic

Use this policy when customers want to cancel subscriptions, and the process calls for a retention step. The logic involves using @ to view available tools, # to reference policies, and $ to add contextual data. 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. Once the subscription is selected, offer retention options to prevent cancellation:

   • Discount Offer: Use @set_discount_to_order to offer a discount (e.g., 10% or 15%) on the current subscription if the user chooses to retain it.
   • Shipping Upgrade: Offer an expedited shipping upgrade free of charge to incentivize the user to keep their subscription.
   • Product Swap: Offer the option to swap the item for another product of the same or higher value at no extra cost.
   • Future Discount: Offer a discount for a future purchase, e.g., a 20% coupon for their next order, if they keep the current subscription.

3. Confirm Retention Decision

4. Ask the user if they are interested in one of the retention options.
5. If the user accepts:
   • Apply the agreed-upon retention offer using the relevant tools (@set_discount_to_order, @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 @send_async_message(message: str) to notify the user that their subscription has been successfully updated with the retention offer.
   • Kodif will also send a confirmation email detailing the subscription update.

6. If the user declines:

   • Proceed with the subscription cancellation as described in the #Single_order_cancellation_policy.

7. Post-Retention Follow-up:

8. 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).

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

10. Escalation:

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

Example policy

Use the following example policy logic for Smartrr and Kustomer, replacing platform-specific commands as necessary:

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

2. Once the subscription is selected, offer retention options to prevent cancellation:

   • Discount Offer: Use @set_discount_to_subscription to offer a discount (e.g., 10% or 15%) on the current subscription if the user chooses to retain it.
   • Shipping Upgrade: Offer an expedited shipping upgrade free of charge to incentivize the user to keep their subscription.
   • Product Swap: Offer the option to swap the item for another product of the same or higher value at no extra cost.
   • Future Discount: Offer a discount for a future purchase, e.g., a 20% coupon for their next order, if they keep the current subscription.

3. Confirm Retention Decision

4. Ask the user if they are interested in one of the retention options.
5. If the user accepts:
   • Apply the agreed-upon retention offer using the relevant tools (@set_discount_to_subscription, @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 @send_async_message(message: str) to notify the user that their subscription has been successfully updated with the retention offer.
   • Kodif will also send a confirmation email detailing the subscription update.

6. If the user declines:

   • Proceed with the subscription cancellation as described in the #Single_order_cancellation_policy.

7. Post-Retention Follow-up:

8. 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).

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

10. Escalation:

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

Explore more AI policies