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Streamline Subscription Management with the AI-Powered Subscription Management Support Skill

Introduction

The Subscription Management Support Skill enables your AI assistant to help customers manage their subscription plans without human intervention. This intelligent capability recognizes when customers ask about modifying their subscriptions and guides them through a secure verification process, providing them with personalized subscription management links that allow for self-service actions such as pausing, skipping, modifying, or canceling subscriptions.

Current Availability and Future Plans

  • Current Version: Custom Policy option only, available exclusively for Expert Zone eligible tiers

  • Coming Soon: Direct integration with subscription platforms like Recharge, enabling more advanced functionality

How the Subscription Management Support Skill Works

When a customer asks questions like "How do I manage my subscription?" or "I need to pause my subscription," your AI assistant:

  1. Identifies the subscription management request

  2. Collects necessary verification information (typically email address)

  3. Guides the customer based on your custom instructions

  4. Provides personalized assistance according to your subscription management process

Plan Availability

  • Custom Policy: Available only for Expert Zone eligible tiers (Enterprise and higher plans)

  • Standard Policy: Coming soon with Recharge integration for all Support Agent and Concierge plans

Setting Up the Subscription Management Support Skill

  1. Access the Support Skills section

    • Navigate to your Rep AI dashboard

    • Select "Support Skills" from the navigation menu

    • Find the "Subscription Management" card

  2. Enable the feature

    • Toggle the switch to turn on the Subscription Management Support Skill

    • Click the "Settings" button to configure your Custom Policy

    • Note: Custom Policy configuration is available only for Expert Zone eligible tiers

  3. Configure your Custom Policy

    • Currently, the Subscription Management skill is available only with Custom Policy configuration

    • Create a step-by-step process for handling subscription inquiries

    • Define how the AI should:

      • Collect and verify the customer's email

      • Handle different subscription management requests

      • Provide instructions based on your specific subscription platform

  4. Example of What's Possible with Custom Policy:

    When a customer requests help with managing their subscription:

1. **Email Collection:**
   - Check if the customer's email is already available in the system
   - If customer_email_information.status is "success" and ask_for_email is false:
     Say: "I'm assuming the email you used for your subscription is [found email]. If this is correct, I can help you manage your subscription right away. If the email isn't correct, feel free to let me know and I'll update it."
   - If customer_email_information.status is not "success" or ask_for_email is true:
     Ask the customer for their email address associated with their subscription

2. **Request Classification:**
   - Determine what the customer wants to do with their subscription:
     • If they want to cancel: Proceed to cancellation workflow
     • If they want to pause: Proceed to pause workflow
     • If they want to modify: Proceed to modification workflow
     • If they want general account access: Proceed to account access workflow

3. **Cancellation Workflow:**
   - Remind the customer of alternatives to cancellation
   - Offer to pause the subscription instead
   - If they still want to cancel, direct them to: "Please visit our cancellation page at https://mystore.com/account/subscriptions and select the subscription you wish to cancel."

4. **Pause Workflow:**
   - Ask how long they want to pause (1 cycle, 2 cycles, or custom date)
   - Generate a pause link with the appropriate parameters
   - Provide instructions: "I've created a direct link to pause your subscription. Simply click here and confirm the pause duration."

5. **Modification Workflow:**
   - Ask what they want to modify (frequency, product, quantity, billing info)
   - Direct them to the appropriate section of the customer portal
   - Provide specific instructions for their request type

6. **Communication Guidelines:**
   - Always verify the customer's identity before providing account-specific information
   - Be empathetic and helpful - subscription management can be sensitive
   - Suggest retention offers for cancellation requests when appropriate
   - Maintain a professional yet friendly demeanor

  5. Save your settings

    • Use the "Preview" button to test your configuration

    • Click "Save" to activate your custom subscription management workflow

Connecting Your Subscription Platform (Coming Soon)

In an upcoming release, Rep AI will offer direct integration with subscription platforms like Recharge. When available, you'll be able to:

  1. Navigate to Settings > Integrations

  2. Connect your subscription platform using API keys for example

  3. Enable enhanced Subscription Management features with standardized workflows

Benefits of Using the Subscription Management Support Skill

  1. Reduce Support Volume: Automate subscription-related inquiries that typically require human assistance

  2. Improve Customer Experience: Provide instant, 24/7 access to subscription management options

  3. Decrease Churn: Make it easier for customers to modify subscriptions rather than canceling altogether

  4. Increase Efficiency: Free up your support team to focus on more complex customer needs

  5. Enhance Security: Ensure proper verification before providing subscription management access

Best Practices for Subscription Management Support

  1. Create clear instructions: Ensure your Custom Policy provides easy-to-follow directions

  2. Implement proper verification: Balance security with convenience when verifying customer identity

  3. Offer alternatives to cancellation: Provide pause or modification options to reduce churn

  4. Use consistent messaging: Maintain the same tone and instructions across all channels

  5. Monitor effectiveness: Regularly review analytics to optimize your configuration

Troubleshooting

Why can't I access Custom Policy for Subscription Management?

  • Custom Policy is available only for Expert Zone eligible tiers

  • If you're on a qualifying plan but don't see the option, contact support for assistance

Why isn't my Subscription Management Support Skill working?

  • Verify that your Custom Policy is properly configured

  • Check that the skill is toggled ON in your Support Skills dashboard

  • Ensure your custom workflow contains all necessary steps for successful subscription management

Can I integrate with my specific subscription management platform?

  • Currently, you can create custom workflows for any platform through Custom Policy

  • Direct integrations with popular subscription apps like Recharge are coming soon

Getting Help If you need additional assistance with the Subscription Management Support Skill, contact our support team through your Rep AI dashboard or visit our knowledge base for advanced configuration guides.

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