Ingredients
The systems used by this policy include Stay AI, 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 refers to requests from customers who want to resume a previously canceled or paused subscription. This scenario often arises when customers decide they want to continue receiving the product or service after a break. The process involves reactivating the subscription and ensuring that billing and delivery schedules align with the customer’s preferences. Efficient handling of these requests is crucial for retaining customers and enhancing their satisfaction by providing a seamless reactivation experience.
Which Platforms does this AI policy work on?
This AI policy works on Stay AI, Gorgias, and Kodif. Additionally, Kodif integrates with all other major platforms, ensuring a broad range of compatibility for various business needs.
When should I use this policy?
Use this policy when customers express a desire to restart their subscription, and the process involves offering retention steps to encourage them to continue with the service. This approach is particularly beneficial in situations where customers are on the fence about resuming their subscription, providing them with incentives or added value to make the decision easier.
Policy logic
The logic for implementing this policy involves several steps, using tools and contextual data to streamline the process:
- Customer Initiation: When a customer wants to restart their subscription, engage them with the #Single_order_cancellation_policy to provide alternatives that could enhance their decision to reactivate.
a. Offer Retention Options: – Discount Offer: Use @set_discount_to_order to apply a discount (e.g., 10% or 15%) if the customer decides to restart. – Shipping Upgrade: Offer a free expedited shipping upgrade to incentivize the continuation of the subscription. – Product Swap: Allow the customer to swap the subscription product for another of equal or higher value at no additional cost. – Future Discount: Provide a discount for future purchases (e.g., a 20% coupon) if they choose to restart the subscription.
- Confirm Retention Decision:
a. Ask if the customer is interested in any retention options.
b. If accepted: – Apply the chosen retention offer using relevant tools (@set_discount_to_order, @upgrade_shipping, etc.). – Inform the customer of the updates and details using @send_async_message(message: str). – Ensure an email confirmation is sent detailing the updates.
c. If declined: Proceed with the subscription restart without additional offers.
- Post-Retention Follow-up:
a. Thank customers for their decision, reinforce any benefits, and confirm through follow-up messages.
- Escalation:
a. Route any further concerns to an agent.
b. If the customer insists on not restarting, proceed as per the cancellation policy.
Example policy
The example policy logic follows the same steps outlined above but tailored specifically for integration with Stay AI and Gorgias:
- Customer decides to restart via the #Single_order_cancellation_policy.
a. Offer retention options using Stay AI and Gorgias tools.
b. Confirm decisions and apply offers with commands like @stayai_setdiscount or @gorgias_upgrade_shipping.
c. Proceed based on customer feedback, ensuring seamless communication and follow-up through the platform’s messaging capabilities.
