Ingredients

The systems used by this policy include Prive, 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 from customers who wish to discontinue their subscription service. This type of request is crucial for businesses to handle effectively as it not only impacts revenue but also affects customer retention and satisfaction. By addressing these requests efficiently, companies can potentially retain customers by offering alternatives or incentives to continue their subscription. Furthermore, understanding the reasons behind cancellation requests can provide valuable insights for improving products or services.

Which Platforms does this AI policy work on?

This AI policy is designed to work seamlessly on Prive, Kustomer, and Kodif. Moreover, Kodif integrates effortlessly with all other major platforms, ensuring broad applicability and ease of use across different systems.

When should I use this policy?

This policy should be used when customers express the desire to cancel their subscriptions, and the process includes a retention step. It is particularly useful when aiming to retain customers by offering alternatives or incentives to continue their subscription.

Policy logic

To effectively manage cancellation and retention, this policy follows a structured 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. Customer requests to proceed with cancellation in the #Single_order_cancellation_policy.
2. Provide Cancellation Alternatives:
   • Discount Offer: Use @set_discount_to_order to offer a discount (e.g., 10% or 15%) on the current order if the user chooses to retain it.
   • Shipping Upgrade: Offer an expedited shipping upgrade free of charge to incentivize the user to keep their order.
   • 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 order.
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 order has been updated, and provide them with relevant details (e.g., new discount, shipping upgrade, etc.).
   • Use @send_async_message(message: str) to notify the user that their order has been successfully updated with the retention offer.
   • Prive or Kustomer will also send a confirmation email detailing the order update.
6. If the user declines:
   • Proceed with the order 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 order 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

The example policy follows the structured logic described above, specifically tailored for the platforms in question: Prive, Kustomer, and Kodif. By using these platforms’ specific tools and capabilities, you can ensure a smooth and efficient process for managing subscription cancellations and retention efforts.

• Use @set_discount_to_order to offer a discount.
• Use @upgrade_shipping for shipping upgrades.
• Use @send_async_message for communication with customers.

These tools and commands are specifically designed to integrate with Prive and Kustomer, ensuring that each step is executed efficiently and effectively.

Explore more AI policies