Streamline Subscription Management with the AI Powered Subscription Management Support Skill

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

Identifies the subscription management request

1. Collects necessary verification information (typically email address)
2. Guides the customer based on your custom instructions
3. Provides personalized assistance according to your subscription management process
4. 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 Access the Support Skills section

1. Navigate to your Rep AI dashboard

Select "Support Skills" from the navigation menu Find the "Subscription Management" card Enable the feature

1. 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 Configure your Custom Policy

1. 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

Example of What's Possible with Custom Policy

1. 1 When a customer requests help with managing their subscription:

2 3 1. **Email Collection:** 4 - Check if the customer's email is already available in the system

5 - If customer_email_information.status is "success" and ask_for_email is false

• 6 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."

7 - If customer_email_information.status is not "success" or ask_for_email is true

8 Ask the customer for their email address associated with their subscription 9 10 2. **Request Classification:**

11 - Determine what the customer wants to do with their subscription

12 • If they want to cancel: Proceed to cancellation workflow 13 • If they want to pause: Proceed to pause workflow 14 • If they want to modify: Proceed to modification workflow 15 • If they want general account access: Proceed to account access workflow 16 17 3. **Cancellation Workflow:** 18 - Remind the customer of alternatives to cancellation

• 19 - Offer to pause the subscription instead

20 - 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." 21 22 4. **Pause Workflow:** 23 - Ask how long they want to pause (1 cycle, 2 cycles, or custom date) 24 - Generate a pause link with the appropriate parameters

• 25 - Provide instructions: "I've created a direct link to pause your subscription. Simply
• click here and confirm the pause duration."

26 27 5. **Modification Workflow:** 28 - Ask what they want to modify (frequency, product, quantity, billing info) 29 - Direct them to the appropriate section of the customer portal 30 - Provide specific instructions for their request type 31 32 6. **Communication Guidelines:** 33 - Always verify the customer's identity before providing account-specific information

34 - Be empathetic and helpful - subscription management can be sensitive 35 - Suggest retention offers for cancellation requests when appropriate 36 - Maintain a professional yet friendly demeanor 37 Save your settings

1. 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

Navigate to Settings > Integrations

1. Connect your subscription platform using API keys for example
2. Enable enhanced Subscription Management features with standardized workflows
3. Benefits of Using the Subscription Management Support Skill

Reduce Support Volume: Automate subscription-related inquiries that typically require

1. human assistance

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

1. options

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

1. altogether

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

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

Best Practices for Subscription Management Support Create clear instructions: Ensure your Custom Policy provides easy-to-follow directions

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

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

1. Use consistent messaging: Maintain the same tone and instructions across all channels
2. Monitor effectiveness: Regularly review analytics to optimize your configuration
3. 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.