Ingredients

OrderGroove, 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 the process of reactivating a customer’s subscription service after it has been paused or canceled. This could occur due to various reasons such as the customer deciding against canceling, an error in cancellation, or promotional offers prompting a return. Handling these tickets efficiently is crucial as it directly impacts customer satisfaction, retention, and overall revenue. Automating this process with AI can significantly streamline operations, ensuring quick turnaround times and personalized customer experiences that encourage loyalty and repeat business.

Which Platforms does this AI policy work on?

This AI policy is designed to work seamlessly with OrderGroove, Kustomer, and Kodif. Kodif integrates with all other major platforms, ensuring a smooth and consistent customer experience across various systems.

When should I use this policy?

This policy should be used when customers express the desire to cancel their subscriptions, and there is an opportunity to incorporate a retention step. This approach helps in maintaining customer relationships and potentially reversing the cancellation decision by offering attractive alternatives.

Policy logic

1. Customer wants to proceed with the cancellation in the #Single_order_cancellation_policy – Provide Cancellation Alternatives.

2. Once the subscription is selected for cancellation, offer retention options to prevent the cancellation:

   • Discount Offer: Use @set_discount_to_subscription to offer a discount (e.g., 10% or 15%) on the current subscription if the user chooses to retain it.
   • Upgrade Offer: Provide an upgrade to a premium service level at no additional cost as an incentive.
   • Product Swap: Offer the option to change the subscription to another product of similar or higher value at no extra cost.
   • Future Discount: Offer a discount for a future subscription, e.g., a 20% coupon for their next renewal, 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 the relevant tools (@set_discount_to_subscription, @upgrade_service, 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, service upgrade, etc.).
   • Use @send_async_message(message: str) to notify the user that their subscription has been successfully updated with the retention offer.

6. If the user declines:

   • Proceed with the subscription 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 subscription 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

To implement this policy using OrderGroove and Kustomer, replace platform-specific commands with their respective tools. For example, use @ordergroove_subscription_details instead of @shopify_order_details when dealing with subscription details in OrderGroove.

This policy is ideal for retaining customers by providing them with compelling reasons to continue their subscriptions, thus reducing churn and enhancing customer satisfaction.

Explore more AI policies