Ingredients

Smartrr, 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, the “Restart subscription” ticket type refers to requests from customers who wish to reactivate a previously canceled or paused subscription service. This process involves confirming the customer’s intent, updating account settings, and ensuring that the subscription resumes seamlessly with the original or revised terms. Efficiently handling these requests is crucial for businesses to enhance customer retention, loyalty, and satisfaction.

Which Platforms does this AI policy work on?

This AI policy works on Smartrr, Gorgias, and Kodif. Additionally, Kodif integrates with all other major platforms, providing a versatile solution for various customer support needs.

When should I use this policy?

Use this policy when customers want to cancel orders and the process calls for a retention step. This policy is ideal for scenarios where offering alternatives can prevent cancellations and retain customer engagement.

Policy logic

Utilize this policy when customers express the desire to cancel orders, necessitating a retention strategy. The logic involves:

1. Customer wants to proceed with the cancellation in the #Single_order_cancellation_policy:
2. Provide Cancellation Alternatives.
3. 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.
4. Confirm Retention Decision:
5. Ask the user if they are interested in one of the retention options.
6. 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.
   • A confirmation email will also be sent detailing the order update.
7. If the user declines:
   • Proceed with the order cancellation as described in the #Single_order_cancellation_policy.
8. Post-Retention Follow-up:
9. 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).
10. Ensure the user receives a follow-up message confirming that their retention offer has been applied.
11. Escalation:
12. If the user has any additional concerns or issues regarding the retention offer, route the case to an agent for further assistance.
13. In cases where the user insists on canceling despite the retention offers, proceed with cancellation as outlined in the cancellation policy.

Example policy

Here’s how the policy logic can be applied using Smartrr and Gorgias:

1. Customer wants to proceed with the cancellation in the #Single_order_cancellation_policy:
2. Provide Cancellation Alternatives.
3. Offer retention options such as:
   • Discount Offer: Use @smartrr_set_discount_to_order to offer a discount on the current order.
   • Shipping Upgrade: Use @smartrr_upgrade_shipping to offer expedited shipping.
   • Product Swap: Allow product swaps for items of equal or greater value.
   • Future Discount: Offer a future purchase discount if the current order is retained.
4. Confirm Retention Decision:
5. Verify customer interest in retention options.
6. Apply any accepted offers using the respective tools.
7. Notify the customer of the updated order details through @gorgias_send_async_message.
8. If declined, proceed with cancellation per #Single_order_cancellation_policy.
9. Follow up on retention acceptance and confirm the application of offers.
10. Escalate unresolved issues to an agent if necessary.

Explore more AI policies