Ingredients
OrderGroove, 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.
“Restart Subscription” Ticket Type Explained
In customer support, a “restart subscription” ticket type refers to an inquiry or request from a customer who wishes to reactivate a previously canceled or paused subscription. This process often involves verifying customer details, reviewing past subscription statuses, and ensuring that all necessary steps are taken to seamlessly resume the subscription service. The goal is to provide a smooth transition back into the subscription, addressing any concerns or questions the customer might have had at the time of cancellation, and ensuring their return is met with satisfaction and efficiency. Effective handling of these requests can enhance customer retention and foster long-term loyalty.
Which Platforms Does This AI Policy Work On?
This AI policy is specifically designed to work seamlessly on OrderGroove, Freshdesk, and Kodif. Moreover, Kodif integrates effortlessly with all other major platforms, ensuring flexibility and adaptability in managing customer support across various systems.
When Should I Use This Policy?
You should use this policy when customers express a desire to cancel subscriptions and the process calls for a retention step. This involves offering various retention incentives to encourage customers to reconsider and maintain their subscriptions.
Policy Logic
The logic for this policy involves strategically offering retention options to customers who are considering canceling their subscriptions. By using specific tools and referencing policies, you can streamline the process and provide compelling reasons for customers to stay. Here’s how you can implement this logic:
- When a customer indicates their intent to cancel a subscription, invoke the #Single_order_cancellation_policy to provide cancellation alternatives.
a. Offer retention options, such as: – Discount Offer: Utilize @set_discount_to_ordergroove to provide a discount (e.g., 10% or 15%) on the current subscription if the customer decides to retain it. – Shipping Upgrade: Offer a free expedited shipping upgrade to incentivize the customer to continue their subscription. – Product Swap: Allow the customer to swap the product for another of the same or higher value at no additional cost. – Future Discount: Offer a discount for future purchases, such as a 20% coupon for their next order, if they choose to keep the current subscription.
- Confirm the Retention Decision:
a. Inquire if the customer is interested in any of the retention options.
b. If accepted: – Apply the retention offer using relevant tools (@set_discount_to_ordergroove, @upgrade_shipping, etc.). – Inform the customer of the updated subscription details, including any discounts or shipping upgrades. – Use @send_async_message(message: str) on Freshdesk to notify the customer that the subscription has been successfully updated with the retention offer.
c. If declined: – Proceed with the subscription cancellation as outlined in the #Single_order_cancellation_policy.
- Post-Retention Follow-up:
a. If the retention offer is accepted, express gratitude to the customer for retaining their subscription and reiterate the benefits.
b. Ensure the customer receives a follow-up message confirming the application of the retention offer.
- Escalation:
a. If the customer has additional concerns or issues regarding the retention offer, escalate the case to an agent for further assistance.
b. If the customer insists on canceling despite the retention offers, proceed with the cancellation as detailed in the cancellation policy.
Example Policy
To effectively manage “restart subscription” requests, implement the following policy logic, using the appropriate platform-specific commands:
- When a customer signals their intention to cancel a subscription, activate the #Single_order_cancellation_policy to present alternatives that may encourage them to stay.
a. Present retention options: – Discount Offer: Use @set_discount_to_ordergroove to offer a discount (e.g., 10% or 15%) on the current subscription if the customer opts to continue. – Shipping Upgrade: Provide a free expedited shipping upgrade as an incentive for the customer to maintain their subscription. – Product Swap: Offer the option to swap the current product for another of equal or higher value at no extra cost. – Future Discount: Propose a discount for future purchases, such as a 20% coupon for their next order, if they choose to retain the subscription.
- Confirm the Retention Decision:
a. Ask the customer if they are interested in any of the retention options.
b. If accepted: – Implement the agreed-upon retention offer using the relevant tools (@set_discount_to_ordergroove, @upgrade_shipping, etc.). – Update the customer on the changes to their subscription, including any discounts or shipping upgrades. – Use @send_async_message(message: str) on Freshdesk to inform the customer that their subscription has been successfully updated with the retention offer.
c. If declined: – Proceed with the subscription cancellation as specified in the #Single_order_cancellation_policy.
- Post-Retention Follow-up:
a. If the retention offer is accepted, thank the customer for choosing to retain their subscription and highlight any additional benefits or bonuses.
b. Ensure the customer receives a follow-up message confirming the application of the retention offer.
- Escalation:
a. If the customer expresses further concerns or issues regarding the retention offer, escalate the case to an agent for additional assistance.
b. If the customer persists in canceling despite the retention offers, follow through with the cancellation as outlined in the cancellation policy.
