Ingredients

The systems used by this policy are Prive, Gladly, 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 from customers who wish to terminate their ongoing subscription services. Handling these requests effectively is crucial as it involves not only processing the cancellation efficiently but also offering retention strategies to retain the customer if possible. This type of ticket often requires a delicate balance between respecting the customer’s decision and potentially offering incentives to continue their subscription, such as discounts or additional benefits. Managing these interactions well can help maintain customer relationships and even turn a cancellation request into an opportunity for customer retention.

Which Platforms does this AI policy work on?

This AI policy works on Prive, Gladly, and Kodif. Kodif integrates seamlessly with all other major platforms, enabling comprehensive support and automation across diverse customer support ecosystems.

When should I use this policy?

This policy should be used when customers want to cancel their subscriptions, and the process calls for a retention step. By implementing this policy, businesses can attempt to retain customers by offering various incentives before proceeding with the final cancellation.

Policy 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. When a customer wishes to proceed with a cancellation, invoke the #single_order_cancellation_policy to provide cancellation alternatives.
2. 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.
   • Product Swap: Provide the option to swap the subscription item for another product of similar or higher value at no extra cost.
   • Future Discount: Offer a discount for future purchases, such as 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 relevant tools (@set_discount_to_order, @upgrade_shipping, or other applicable retention tools).
   • Inform the user that the subscription has been updated with the retention offer.
   • Use @send_async_message(message: str) to notify the user of the successful 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. Thank the user for choosing to keep their subscription and reiterate the benefits or bonuses offered.
9. Ensure the user receives a follow-up message confirming the retention offer has been applied.
10. Escalation:
11. If additional concerns arise, route the case to an agent for further assistance.
12. If the user insists on canceling despite retention offers, proceed with cancellation as outlined in the cancellation policy.

Example policy

Implementing the example policy involves using the available tools and referencing policies appropriately:

1. When a customer decides to proceed with cancellation, initiate the #single_order_cancellation_policy to offer alternatives.
2. Offer and confirm retention options such as discounts, shipping upgrades, product swaps, or future discounts.
3. If the customer accepts, apply the offer using tools like @set_discount_to_order or @upgrade_shipping, and notify the customer of the update.
4. If the customer declines, proceed with the cancellation as per the policy.
5. Follow up to ensure customer satisfaction, and escalate if necessary.

These actions can be automated and adjusted to meet specific customer needs, leveraging the flexibility and integration capabilities of Prive, Gladly, and Kodif.

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