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Xoxoday Empuls assigns every enterprise client a dedicated Key Account Manager (KAM) and Customer Success Manager (CSM), backed by a 24/7 support model spanning live chat, email ticketing, and a self-service Help Center with structured response and resolution SLAs.
Xoxoday Empuls takes a two-tier approach to client success: a named account team handles strategic program oversight, while a round-the-clock support infrastructure manages day-to-day operational needs. The two functions work in parallel so your organisation never has to choose between long-term program health and immediate issue resolution.

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Dedicated Account Team

The Key Account Manager (KAM) is the primary liaison between your organisation and Xoxoday Empuls. The KAM aligns recognition and rewards programs with your HR policies, coordinates cross-functional escalations, and ensures the initiative continues to deliver measurable business value as your workforce evolves. When your organisation expands the program to new regions or business units, the KAM drives that rollout from end to end. Alongside the KAM, the Customer Success Manager (CSM) focuses on adoption, performance, and ROI. The CSM conducts regular business reviews, monitors participation KPIs, and surfaces actionable insights from program data. If your organisation runs HR workflows through Workday, SAP SuccessFactors, or Darwinbox, the CSM coordinates with your IT team to ensure integration data flows accurately into Xoxoday Empuls, so recognition stays tied to live employee records.

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24/7 Support Channels

Xoxoday Empuls operates a blended support model accessible at any hour across three channels. Email support auto-generates a tracked ticket with a reference number, giving administrators and employees full visibility into query status. Live chat is embedded in both the Xoxoday Empuls web portal and mobile app; an AI-powered bot handles routine queries instantly, while live agents step in for complex or escalated issues. A self-service Help Center provides searchable guides, FAQs, and tutorials so employees on Slack or MS Teams can resolve common questions without opening a ticket.

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Response and Resolution SLAs

Xoxoday Empuls prioritises every incoming ticket against defined service-level agreements:
PriorityFirst ResponseResolution Target
CriticalWithin 2 hoursWithin 24 hours
HighWithin 4 hoursWithin 48 hours
GeneralWithin 24 hours2–3 business days
Critical issues—such as login failures or broken reward redemptions affecting a large employee population—receive the same urgency as a production incident, while general how-to queries are resolved without flooding the escalation queue.

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Strategic and Operational Coverage in One Model

The KAM and CSM ensure your recognition program remains strategically sound over time, continuously refining participation strategies and optimising ROI. The 24/7 support layer ensures daily reliability for every employee, regardless of time zone or geography. Together, these two functions give your HR and IT teams a single, accountable partner for everything from program design to ticket resolution. Learn more: Empuls Help Centre — General

Integrations with HR and Collaboration Tools

See how Xoxoday Empuls connects with Workday, SAP SuccessFactors, Darwinbox, Slack, and MS Teams to keep recognition programs in sync with your existing HR stack.

Security and Compliance on Xoxoday Empuls

Learn how Xoxoday Empuls protects enterprise data with ISO 27001 certification, SOC 2 Type II compliance, and role-based access controls.