Ingredients

This policy utilizes the following systems: OrderGroove, Zendesk, 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 inquiries from customers who wish to resume their previously canceled or paused subscription services. This could involve reactivating a subscription plan, reinstating service delivery, or updating payment methods to facilitate the restart. Addressing these tickets promptly is crucial as they often signify customer willingness to re-engage with the service, offering an opportunity to strengthen customer relationships and improve retention rates.

Which Platforms does this AI policy work on?

This AI policy is designed to function seamlessly on OrderGroove, Zendesk, and Kodif. Moreover, Kodif integrates with all major platforms, ensuring a versatile and comprehensive solution for diverse customer support needs.

When should I use this policy?

This policy is ideal for situations where customers wish to cancel orders, and the process includes a retention step to potentially save the transaction. It provides a structured approach to offer alternatives that might persuade a customer to retain their subscription or order.

Policy logic

To implement this policy, use the following 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 Initiates Cancellation: When a customer intends to cancel a subscription, activate the #Single_order_cancellation_policy.

2. Provide Cancellation Alternatives:

   • Discount Offer: Use @set_discount_to_ordergroove to offer a discount (e.g., 10% or 15%) on the subscription if the user chooses to retain it.
   • Upgrade Options: Provide an upgrade, such as enhanced features, at no extra charge to incentivize the user.
   • Product Swap: Allow the customer to switch to a different subscription tier or product at no extra cost.
   • Future Discount: Offer a discount for future purchases or subscriptions, encouraging the user to maintain their current subscription.

3. Confirm Retention Decision:

4. Ask the user if they are interested in any retention options.
5. If the user accepts, apply the agreed-upon retention offer using the relevant tools (e.g., @set_discount_to_ordergroove, @upgrade_feature, etc.).
6. Notify the user of the successful update via @send_async_message(message: str) and ensure Zendesk sends a confirmation email detailing the changes.

7. If the user declines, proceed with the cancellation as outlined in the #Single_order_cancellation_policy.

8. Post-Retention Follow-up:

9. If the user accepts a retention offer, thank them for their decision and reiterate any benefits or bonuses (e.g., a future discount).

10. Ensure the user receives a follow-up message confirming the application of their retention offer.

11. Escalation:

12. If the user has additional concerns or issues regarding the retention offer, route the case to an agent for further assistance.
13. If the user insists on canceling despite retention offers, proceed with cancellation as per the defined policy.

Example policy

This example demonstrates the effective application of customer retention strategies within the subscription management process:

1. Customer Initiates Cancellation:
2. Activate the #Single_order_cancellation_policy.

3. Offer retention options:

   • Discount Offer: Use @set_discount_to_ordergroove to offer a discount.
   • Upgrade Options: Provide subscription enhancements.
   • Product Swap: Allow switching to a different tier or product.
   • Future Discount: Offer incentives for future engagements.

4. Confirm Retention Decision:

5. Apply retention offers via @set_discount_to_ordergroove or @upgrade_feature.

6. Notify the user of updates and send confirmation emails via Zendesk.

7. Post-Retention Follow-up:

8. Confirm application of retention offers.

9. Provide follow-up communication to reinforce benefits.

10. Escalation:

11. Route complex issues to an agent.
12. Proceed with cancellations if retention efforts fail.

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