Ingredients
The systems used by this policy include Prive, Freshdesk, 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 a customer’s request to reactivate a previously paused or canceled subscription. This process involves restoring the customer’s access to a service or product they had previously chosen to discontinue. Managing these requests efficiently is crucial for retaining customers and enhancing their satisfaction by providing a seamless transition back to the service. It often involves verifying the customer’s details, confirming their intent, and updating billing or delivery schedules as necessary. Automating this process can significantly reduce the time and effort required from support teams, allowing them to focus on more complex customer inquiries.
Which Platforms does this AI policy work on?
This AI policy is compatible with Prive, Freshdesk, and Kodif. Furthermore, Kodif integrates seamlessly with all other major platforms, ensuring a versatile and comprehensive solution for customer support needs.
When should I use this policy?
This policy should be used when customers express a desire to cancel their orders, and the process incorporates a retention step to potentially retain their business.
The policy logic is as follows:
- Customer Initiates Cancellation: When a customer wants to cancel, the system engages the #Single_order_cancellation_policy to present alternatives.
Retention Offers:
- Discount Offer: Use @set_discount_to_order to offer a discount (e.g., 10% or 15%) on the current order if the user decides to keep it.
- Shipping Upgrade: Provide a free expedited shipping upgrade to encourage retention.
- Product Swap: Allow swapping the item for another product of equal or higher value at no extra cost.
- Future Discount: Offer a 20% discount for a future purchase if they retain their current order.
Retention Decision Confirmation:
- Ask if the user is interested in any retention offers.
- If accepted:
- Apply the chosen retention offer using relevant tools such as @set_discount_to_order or @upgrade_shipping.
- Notify the user of the updated order details and confirm via @send_async_message.
If declined:
- Proceed with the order cancellation as per the #Single_order_cancellation_policy.
Post-Retention Follow-up:
If retention is accepted, thank the user and confirm the retention offer application through follow-up communication.
Escalation:
- Route to an agent if the user has additional concerns about the retention offer.
- Proceed with cancellation if the user insists, despite retention offers.
Policy logic
This policy is utilized when customers wish to cancel orders, incorporating a retention step to offer alternatives.
- Customer Initiates Cancellation:
- Engage the #Single_order_cancellation_policy.
Present retention options such as discounts, shipping upgrades, product swaps, or future discounts.
Confirm Retention Decision:
- Offer options to the user and apply accepted offers using tools like @set_discount_to_order.
Notify the user of updated order details through @send_async_message.
Post-Retention Follow-up:
Confirm and thank the user for retention.
Escalation:
- Route issues to an agent or proceed with cancellation if necessary.
Example policy
This policy example is structured for when customers wish to cancel orders, with a retention step in place.
- Customer Initiates Cancellation:
- Engage #Single_order_cancellation_policy.
Offer retention alternatives such as discounts, shipping upgrades, product swaps, or future discounts.
Retention Decision Confirmation:
- Apply accepted offers using @set_discount_to_order or @upgrade_shipping.
Notify the user of updated order details and confirm via @send_async_message.
Post-Retention Follow-up:
Thank the user and confirm retention offers.
Escalation:
- Route additional concerns to an agent or proceed with cancellation.
For more details on utilizing these AI policies, explore the comprehensive library available through Kodif, ensuring seamless integration with Prive and Freshdesk systems.
