Ingredients

The systems used by this policy are Recharge, 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, a “Restart subscription” ticket refers to the process of reactivating a subscription that has been paused or canceled. This can occur when a customer decides they wish to continue receiving a service or product after a hiatus. Handling these requests effectively is crucial for businesses as it directly impacts customer retention and satisfaction. By automating this process with AI policies, support teams can quickly address customer needs, offer incentives to encourage reactivation, and ensure a smooth transition back into service.

Which Platforms does this AI policy work on?

This AI policy works on Recharge, Kustomer, and Kodif. Additionally, Kodif integrates seamlessly with all other major platforms, ensuring a wide range of compatibility and flexibility for various business operations.

When should I use this policy?

Use this policy when customers want to cancel orders and the process calls for a retention step. This approach helps in reducing churn by offering value-added alternatives to cancellation, encouraging customers to continue their subscription.

Policy logic

The logic for this policy involves using the tools and policies available to provide cancellation alternatives and confirm retention decisions.

1. When a customer wants to proceed with cancellation in the #Single_order_cancellation_policy, 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 if the user chooses to retain it.
   • Shipping Upgrade: Offer an expedited shipping upgrade free of charge to incentivize the user to keep their order.
   • Product Swap: Offer the option to swap the item for another product of the same or higher value at no extra cost.
   • Future Discount: Offer a discount for a future purchase, e.g., a 20% coupon for their next order, if they keep the current order.

2. Confirm the retention decision:

   • Ask the user if they are interested in one of the retention options.
   • 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.
   • If the user declines:
   • Proceed with the order cancellation as described in the #Single_order_cancellation_policy.

3. Post-retention follow-up:

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

4. Escalation:

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

Example policy

When a customer wants to cancel their subscription, the policy follows a similar logic to the cancellation process:

1. Customer indicates a desire to cancel, triggering the #Single_order_cancellation_policy.

2. Offer alternatives to cancellation:

   • Discount Offer: Use @set_discount_to_order to apply a discount.
   • Shipping Upgrade: Provide expedited shipping.
   • Product Swap: Allow a product exchange.
   • Future Discount: Offer a future purchase discount.

3. Confirm the customer’s decision:

   • Apply the retention offer if accepted, using tools like @set_discount_to_order or @upgrade_shipping.
   • Send an asynchronous message to confirm the update.

4. Provide a follow-up, ensuring the customer is satisfied with the retention offer, and escalate to an agent if needed.

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