Ingredients

The systems utilized by this policy include Stay AI, 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 customer requests to terminate their existing subscriptions. These requests typically arise when customers no longer wish to continue with a service or product subscription, possibly due to dissatisfaction, financial constraints, or a shift in needs. Efficiently managing these requests is crucial to maintaining customer satisfaction and potentially retaining customers by offering alternative solutions or incentives. Proper handling involves clear communication, understanding customer concerns, and possibly offering retention strategies before finalizing cancellations.

Which Platforms does this AI policy work on?

This policy is compatible with Stay AI, Gladly, and Kodif. Furthermore, Kodif seamlessly integrates with all other major platforms, offering a versatile solution for diverse customer support environments.

When should I use this policy?

This policy should be employed when customers express a desire to cancel their subscriptions, and there’s an opportunity to implement a retention strategy. The goal is to address the customer’s needs while offering alternatives that may convince them to continue their subscription.

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 cancel in the #Single_order_cancellation_policy, begin by providing cancellation alternatives:
2. Discount Offer: Use @stayai_set_discount_to_order to offer a discount (e.g., 10% or 15%) on the current subscription if the user chooses to retain it.
3. Shipping Upgrade: Offer an expedited shipping upgrade free of charge to incentivize the user to keep their subscription.
4. Product Swap: Offer the option to swap the item for another product of the same or higher value at no extra cost.

5. Future Discount: Offer a discount for a future purchase, such as a 20% coupon for their next order, if they keep the current subscription.

6. Confirm Retention Decision:

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

9. If the user declines:

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

10. Post-Retention Follow-up:

11. 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).

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

13. Escalation:

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

Example policy

The policy logic follows a structured approach to managing subscription cancellations while offering retention strategies. By incorporating tools and commands specific to Stay AI and Gladly, businesses can tailor their customer support interactions to better address and potentially retain customers seeking to cancel their subscriptions. This not only enhances customer relationships but also aligns with business objectives to minimize churn.

Explore more AI policies