Ingredients

Smartrr, Salesforce Service Cloud, 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 type refers to requests from customers who wish to reactivate their previously canceled or paused subscription services. This process often involves verifying the customer’s account details, checking the availability of the subscription plan, and ensuring that any previous issues that led to the cancellation are resolved. Restarting a subscription is a critical touchpoint for customer retention, offering businesses the opportunity to address any concerns, provide incentives, and reinforce customer loyalty. With the right automation tools, this process can be streamlined to enhance efficiency and customer satisfaction.

Which Platforms does this AI policy work on?

This AI policy works on Smartrr, Salesforce Service Cloud, and Kodif. Kodif integrates seamlessly with all other major platforms, ensuring a comprehensive approach to customer support automation across diverse environments.

When should I use this policy?

This policy should be used when customers express the desire to cancel their subscriptions, but the process includes a retention step to persuade them to continue. This proactive approach is essential in retaining customers by offering them alternative options or incentives to maintain their subscriptions.

Policy logic

The logic for implementing this policy involves the following steps, designed to offer retention options before proceeding with a cancellation:

1. Customer Initiates Cancellation: When a customer decides to cancel their subscription, invoke the #Single_order_cancellation_policy to present them with alternatives.

2. Provide Alternatives: Offer retention incentives such as:

   • Discount Offer: Use @set_discount_to_order to provide a discount on the current subscription if retained.
   • Upgrade Options: Offer an upgrade in services or benefits to entice the customer to stay.
   • Future Discounts: Provide a promo code for future use if they choose to keep their subscription.

3. Confirm Retention Decision:

4. Ask the customer if they are interested in one of the offered retention options.
5. If the customer accepts, apply the selected incentive using relevant tools (@set_discount_to_order, @upgrade_shipping, etc.), and use @send_async_message to confirm the update.

6. If declined, proceed with the cancellation as outlined in the #Single_order_cancellation_policy.

7. Post-Retention Follow-up:

8. Thank the customer for their decision if they choose to stay, and confirm the details of any applied incentives.

9. Escalation:

10. If the customer has further concerns or insists on canceling, route the case to an agent for personalized assistance.

Example policy

Here’s an example of how the policy operates in practice:

1. Customer Initiates Cancellation:

2. Present the customer with retention options such as discounts, upgrades, or future purchase incentives.

3. Decision Making:

4. Use tools to apply any accepted incentives and confirm the update with the customer.

5. Follow-up:

6. Ensure the customer receives confirmation of any applied benefits and express gratitude for their continued patronage.

7. Escalation:

8. Direct unresolved issues to a human agent to ensure all customer concerns are addressed comprehensively.

Explore more AI policies