Ingredients

Smartrr, Gladly, 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 involves handling customer requests to resume their previously canceled or paused subscription services. This can be crucial for businesses that rely on subscription models, as it provides an opportunity to re-engage customers and potentially increase long-term retention. Addressing these requests efficiently ensures the customer’s experience is seamless and reinforces their decision to return, ultimately enhancing customer loyalty and satisfaction.

Which Platforms does this AI policy work on?

This AI policy is designed for use on Smartrr, Gladly, and can be seamlessly integrated with Kodif. Moreover, Kodif integrates with all other major platforms, allowing for a broad application across different customer service environments.

When should I use this policy?

This policy should be used when customers express interest in canceling their subscription, and the process involves a retention step to encourage them to stay. It allows customer service teams to offer incentives and alternatives to cancellation, potentially retaining the customer and maintaining their subscription.

Policy logic

The logic for this policy is centered around offering retention options to customers who are considering canceling their subscriptions. The steps are as follows:

1. When a customer wants to proceed with cancellation, initiate the #Single_order_cancellation_policy and provide cancellation alternatives.

2. Offer retention options such as:

   • Discount Offer: Use @set_discount_to_order to offer a discount on the current order if retained.
   • Shipping Upgrade: Provide free expedited shipping to incentivize retention.
   • Product Swap: Allow a swap for another product of equal or higher value at no extra cost.
   • Future Discount: Offer a discount for a future purchase if the current order is kept.

3. Confirm the retention decision:

4. Ask the customer if they are interested in any of the retention options.
5. If accepted, apply the chosen retention offer using relevant tools (e.g., @set_discount_to_order, @upgrade_shipping).

6. Notify the customer of the successful update via @send_async_message.

7. If the customer declines, proceed with cancellation as per the #Single_order_cancellation_policy.

8. Post-Retention Follow-up:

9. Thank the customer for retaining their order and reiterate any benefits.

10. Ensure a follow-up message confirms the retention offer application.

11. Escalation:

12. Route to an agent if the customer has additional concerns.
13. Proceed with cancellation if the customer insists despite retention offers.

Example policy

Here is an example of how this policy can be implemented:

• The customer wants to cancel their subscription through Gladly.
• Implement retention strategies like offering a discount or a future purchase coupon via Smartrr.
• Confirm and apply the retention offer using @smartrr_discount_offer or @gladly_shipping_upgrade.
• Notify the customer of the successful application of their retention choice.
• If the customer declines the offer, proceed with cancellation as outlined in the cancellation policy.

Explore more AI policies