Ingredients
Prive, 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 subscription” ticket type explained
In the realm of customer support, a “Cancel Subscription” ticket is a request from a customer who wishes to terminate their subscription service. This type of ticket often necessitates a delicate balance between honoring the customer’s request and exploring opportunities to retain their business. Handling such requests efficiently is crucial, as it reflects directly on customer satisfaction and retention rates. Effective management of cancellation tickets involves offering suitable alternatives or incentives that may encourage the customer to reconsider their decision, such as discounts or additional benefits, thereby reducing churn and improving overall customer loyalty.
Which Platforms does this AI policy work on?
This policy is designed to work seamlessly with Prive, Freshdesk, and Kodif. Additionally, Kodif integrates with all other major platforms, ensuring broad applicability and ease of use across different systems.
When should I use this policy?
Use this policy when customers want to cancel orders and the process calls for a retention step. It is particularly useful for businesses aiming to reduce churn by offering incentives to retain customers.
Policy logic
Here’s how the logic of the cancellation policy works:
- Customer Initiates Cancellation:
When a customer expresses a desire to cancel their subscription, the policy kicks in using the #Single_order_cancellation_policy.
Provide Cancellation Alternatives:
Offer several retention options to sway the customer from canceling:
- Discount Offer: Use @set_discount_to_order to propose a discount (e.g., 10% or 15%) on the current subscription if the customer agrees to continue.
- Shipping Upgrade: Offer expedited shipping or similar perks at no additional cost.
- Product Swap: Allow swapping the current service for a similar one of equal or greater value.
- Future Discount: Provide a 20% discount for a future purchase if the customer retains their subscription.
Confirm Retention Decision:
- Inquire if the customer is interested in any of the retention options.
If accepted:
- Implement the chosen retention offer using relevant tools like @set_discount_to_order.
- Notify the customer about the updated subscription benefits via @send_async_message.
- A confirmation email is sent automatically from the platform.
Post-Retention Follow-up:
Thank the customer for retaining their subscription and highlight any additional benefits.
Escalation:
- If the customer declines all retention offers or needs further assistance, route the ticket to an agent.
- Proceed with cancellation if the customer insists, as per the cancellation policy.
Example policy
The policy can be executed with the following example logic, customized for Prive and Freshdesk:
- Customer Initiates Cancellation:
Use @prive_subscription_details to verify the subscription status.
Provide Cancellation Alternatives:
Offer retention options similar to those mentioned above using Prive-specific commands like @set_discount_to_subscription.
Confirm Retention Decision:
Communicate with the customer using Freshdesk‘s communication tools to confirm the decision.
Post-Retention Follow-up:
Ensure the customer receives confirmation and appreciation messages.
Escalation:
- Route to a support agent in Freshdesk if needed, and execute cancellations via @prive_cancel_subscription if required.
