Ingredients

The systems used by this policy include Smartrr, 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.

“Restart subscription” ticket type explained

In customer support, the “Restart subscription” ticket type refers to requests from customers who wish to reactivate a previously canceled or paused subscription service. This type of inquiry is common among subscription-based businesses and requires a seamless process to ensure customer satisfaction. Handling these requests efficiently involves verifying the customer’s previous subscription details, addressing any potential issues that led to the initial cancellation, and offering incentives to encourage the restart.

For businesses, managing “Restart subscription” tickets effectively can lead to increased customer retention and revenue. By providing personalized support and offering tailored options such as discounts or upgraded services, companies can not only regain lost customers but also strengthen brand loyalty.

Which Platforms does this AI policy work on?

This AI policy is specifically designed to work on Smartrr, Kustomer, and Kodif. Additionally, Kodif integrates with all other major platforms, ensuring a seamless experience across various customer support environments.

When should I use this policy?

Use this policy when customers express a desire to cancel their orders, and the process includes a retention step to encourage them to reconsider. The policy is designed to offer alternatives and incentives to retain customers while addressing their immediate concerns.

Policy logic

To implement this policy, use the following logic:

1. When a customer wants to proceed with a cancellation, refer to the #Single_order_cancellation_policy to provide cancellation alternatives.
2. Offer retention options such as:
3. Discount Offer: Use @set_discount_to_order to provide a discount on the current order.
4. Shipping Upgrade: Offer an expedited shipping upgrade at no additional cost.
5. Product Swap: Allow the customer to swap the item for another product of equal or higher value.
6. Future Discount: Provide a discount for a future purchase if they retain the current order.
7. Confirm the customer’s decision regarding the retention options:
8. If the customer accepts, apply the agreed-upon retention offer using the relevant tools (e.g., @set_discount_to_order, @upgrade_shipping).
9. Notify the customer of the order update using @send_async_message(message: str) and inform them of any new details.
10. If the customer declines, proceed with the order cancellation as outlined in the #Single_order_cancellation_policy.
11. Follow up post-retention:
12. Thank the customer for choosing to keep their order and reiterate any benefits or bonuses.
13. Ensure the customer receives confirmation that their retention offer has been applied.
14. Escalation:
15. If the customer has additional concerns regarding the retention offer, route the case to an agent for further assistance.
16. For customers who insist on canceling despite retention offers, proceed with the cancellation process.

Example policy

Here’s an example of how you might implement this policy on Smartrr and Kustomer:

1. Customer wants to proceed with the cancellation in the #Single_order_cancellation_policy – 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 order.
   • Shipping Upgrade: Offer an expedited shipping upgrade free of charge.
   • Product Swap: Offer the option to swap the item for another product of the same or higher value.
   • Future Discount: Offer a discount for a future purchase, e.g., a 20% coupon for their next order.
3. Confirm Retention Decision
4. Ask if the user is interested in one of the retention options.
5. If accepted, apply the retention offer using tools like @set_discount_to_order or @upgrade_shipping.
6. Notify the user of the updated order details via @send_async_message(message: str).
7. If declined, proceed with the order cancellation.
8. Post-Retention Follow-up:
9. Thank the user for retaining their order and confirm the retention offer application.
10. Escalation:
11. Route to an agent if there are concerns about the retention offer.
12. Proceed with cancellation if retention offers are declined.

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