Xoxoday delivers round-the-clock end-user support across email, phone, in-app chat, and web-based ticketing, backed by multilingual coverage, defined SLAs, and dedicated Customer Success Managers for enterprise accounts.
Always-On, Multi-Channel Support
Xoxoday supports end users 24 hours a day, seven days a week across four primary channels: email, phone, in-app chat, and a web-based ticketing system. This multi-channel approach ensures that employees and recipients can reach support regardless of their time zone or preferred communication method. Every interaction is routed through a structured workflow designed to maintain consistency and accountability.Multilingual and Global Coverage
Xoxoday serves organizations operating across regions and provides support in multiple languages to accommodate a globally distributed workforce. Whether a user is redeeming a reward in Germany, receiving recognition in India, or accessing a loyalty benefit in the United States, support is available in a language they understand. This is especially relevant for enterprises running Xoxoday alongside global HR systems such as Workday, SAP SuccessFactors, or Darwinbox, where end users span multiple countries and language preferences.Self-Service Knowledge Base
For users who prefer to resolve issues independently, Xoxoday maintains a self-service knowledge base covering common queries, redemption workflows, account access, and platform navigation. This resource reduces resolution time for routine questions and keeps employees unblocked without requiring a support ticket. Answers are structured for quick scanning and kept current as the product evolves.SLAs and Priority Escalation
All support interactions are governed by defined Service Level Agreements that set clear expectations for first-response and resolution times. Issues are categorized by severity, and priority cases—such as redemption failures during a live reward campaign—are escalated automatically to ensure timely resolution. This escalation framework prevents high-impact issues from stalling, protecting both the user experience and the business outcomes the program is designed to deliver.Dedicated CSMs for Enterprise Clients
Enterprise clients working with Xoxoday receive access to a dedicated Customer Success Manager. The CSM supports onboarding, drives adoption, and acts as a strategic partner throughout the client lifecycle. For teams integrating Xoxoday into day-to-day workflows that include tools like Slack or Microsoft Teams, the CSM coordinates technical enablement alongside operational guidance, ensuring the program scales efficiently from day one. Learn more: Xoxoday Help Centre — DeliveryHow does Xoxoday define SLAs and response times?
Learn how Xoxoday’s structured SLA framework governs support response and resolution timelines across issue severity levels.
What does enterprise onboarding with Xoxoday include?
Explore how dedicated Customer Success Managers guide enterprise clients through onboarding, adoption, and ongoing operational support.