Ingredients

The systems used by this policy include Skio, Gorgias, 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 involves reinstating a customer’s subscription that was previously canceled or paused. This process is crucial for subscription-based businesses aiming to retain customers who may have left due to temporary circumstances or dissatisfaction. By efficiently handling these requests, businesses can enhance customer satisfaction, reduce churn, and potentially increase lifetime value. Automating this process with AI Policies can streamline operations, offering customers a seamless experience when they decide to reactivate their subscriptions.

Which Platforms does this AI policy work on?

This AI policy is designed to work seamlessly with Skio, Gorgias, and Kodif. Moreover, Kodif integrates effortlessly with all other major platforms, ensuring a comprehensive and adaptable solution for customer support needs.

When should I use this policy?

This policy should be employed when customers indicate their intention to cancel their orders, and the process includes a retention step. By using AI Policies, you can provide alternatives to encourage customers to reconsider their cancellation decision.

Policy logic

1. When a customer wants to proceed with cancellation, activate the #Single_order_cancellation_policy and offer cancellation alternatives:
2. Discount Offer: Use @set_discount_to_order to provide a discount (e.g., 10% or 15%) on the current order if the user decides to keep it.
3. Shipping Upgrade: Offer a free expedited shipping upgrade to entice the user to retain their order.
4. Product Swap: Allow the customer to swap the item for another product of equal or higher value at no additional cost.

5. Future Discount: Offer a future purchase discount, such as a 20% coupon for their next order, if they maintain the current order.

6. Confirm Retention Decision:

7. Ask if the user is interested in any retention options.
8. If accepted:
   • Apply the agreed retention offer using relevant tools (@set_discount_to_order, @upgrade_shipping, etc.).
   • Notify the user about the updated order details (e.g., new discount, shipping upgrade).
   • Use @send_async_message(message: str) to inform the user that the order has been successfully updated.

9. If declined:

   • Proceed with order cancellation as per the #Single_order_cancellation_policy.

10. Post-Retention Follow-up:

11. If the retention offer is accepted, thank the user for retaining their order and reiterate any additional benefits.

12. Ensure the user receives a follow-up message confirming the applied retention offer.

13. Escalation:

14. If the user has further concerns about the retention offer, route the case to an agent for additional assistance.
15. If the user insists on canceling despite retention offers, proceed with cancellation as outlined in the cancellation policy.

Example policy

1. Customer wants to proceed with the cancellation in the #Single_order_cancellation_policy – Provide Cancellation Alternatives:
2. 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.
3. Shipping Upgrade: Offer an expedited shipping upgrade free of charge to incentivize the user to keep their order.
4. Product Swap: Offer the option to swap the item for another product of the same or higher value at no extra cost.

5. Future Discount: Offer a discount for a future purchase, e.g., a 20% coupon for their next order, if they keep the current order.

6. Confirm Retention Decision:

7. Ask the user if they are interested in one of the retention options.

8. 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 the 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.

9. Post-Retention Follow-up:

10. 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).

11. Ensure the user receives a follow-up message confirming that their retention offer has been applied.

12. Escalation:

13. If the user has any additional concerns or issues regarding the retention offer, route the case to an agent for further assistance.
14. In cases where the user insists on canceling despite the retention offers, proceed with cancellation as outlined in the cancellation policy.

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