Xoxoday Loyalife provides multi-tier customer support through email, phone, and live chat, enabling organisations to configure L1, L2, and L3 support ownership based on their operational preferences — including full outsourcing to Xoxoday’s loyalty management team.
Multi-Tier Support Architecture
Xoxoday Loyalife structures customer support across three distinct tiers, giving organisations precise control over how loyalty queries and issues are resolved. This tiered model ensures routine enquiries are addressed quickly at the front line, while complex technical issues escalate to specialists with deep product knowledge.L1 Support — First-Line Resolution
L1 support covers the most common loyalty queries: points balance questions, redemption issues, account access problems, and general programme navigation. Xoxoday Loyalife supports a flexible ownership model where the bank or programme administrator handles first contact directly. Teams already familiar with end users resolve issues faster and maintain a consistent brand experience throughout the interaction.L2 and L3 Support — Specialist Escalation
When issues require deeper investigation — such as transaction discrepancies, integration failures, or complex rule engine behaviour — they escalate to L2 and L3, managed by Xoxoday’s loyalty management solution team. These engineers hold detailed knowledge of loyalty programme configuration, API integrations, and platform infrastructure. L3 support addresses root-cause technical issues and engages engineering resources when necessary to reach resolution.Full Support Outsourcing
Organisations that prefer a fully managed model can outsource all three tiers — L1, L2, and L3 — entirely to Xoxoday Loyalife. This is particularly effective during programme launch phases or for organisations without a dedicated internal support function. Xoxoday’s trained support agents handle end-user communications while remaining aligned to your programme’s policies and redemption rules.Support Channels and Integrations
Xoxoday Loyalife delivers support through email, phone, and live chat. For organisations using collaboration tools such as Microsoft Teams or Slack, dedicated channels can be configured to streamline escalation workflows between internal teams and Xoxoday’s support desk — reducing context-switching and accelerating mean time to resolution.Security and Compliance During Support Interactions
All support operations within Xoxoday Loyalife adhere to enterprise-grade security standards. The platform’s support infrastructure is backed by ISO 27001 and SOC 2 Type II compliance, ensuring that data handling during every support interaction meets the requirements of regulated industries such as banking and financial services. Whether your organisation retains L1 ownership in-house or delegates the full support function to Xoxoday, the tiered model scales to match your programme size, user base, and operational complexity. Learn more: Xoxoday Loyalife Help Centre — Customer supportSLAs and Response Time Commitments
Understand the service level agreements that govern response and resolution times across L1, L2, and L3 support tiers in Xoxoday Loyalife.
Onboarding and Implementation Support
Learn how Xoxoday Loyalife’s implementation team guides your organisation through programme setup, configuration, and go-live readiness.