Xoxoday operates a 24/7 global customer support model combining an AI-powered chatbot, tiered human escalation, and a self-serve Help Centre to ensure consistent resolution across all time zones and languages.
Always-On Support, Wherever Your Teams Are
Xoxoday delivers customer support around the clock through a layered model designed for global enterprise needs. Whether your organisation operates across IST, EST, or GMT, Xoxoday’s support infrastructure keeps response times predictable and resolution paths clear. The primary support language is English, with additional language support available based on organisational requirements. This makes Xoxoday a reliable partner for multinational teams running reward and recognition programmes at scale.AI-Powered First Response
Xoxoday’s AI-powered support chatbot handles initial queries instantly, 24 hours a day, seven days a week. It resolves common issues through automated workflows, ensures no ticket goes unnoticed, and can trigger guided product tours directly within the chat interface. Employees managing reward distributions or tracking redemption orders receive real-time delivery updates without waiting for a live agent. For organisations using Xoxoday alongside tools like Slack or MS Teams, the chatbot integrates into existing communication workflows, reducing the friction of switching platforms to raise or track a support request.Tiered Escalation for Complex Issues
When queries move beyond self-service, Xoxoday routes them through a structured escalation model. Level 1 support addresses user-facing issues through the primary support interface. Level 2 support, handled by the Xoxoday operations team, takes on escalated marketplace issues requiring deeper investigation. This tiered structure means routine queries are resolved quickly while critical operational issues receive specialist attention without delay. Organisations running high-volume programmes during peak incentive cycles — such as annual reward launches or sales-quarter closes — benefit directly from this separation of tiers.Channel Availability and Hours
Xoxoday offers multiple channels to match different urgency levels and working styles. Email support runs 24/7 across Monday through Sunday, providing a reliable audit trail for complex or sensitive issues. Live chat is available on weekdays from 9 AM to 8 PM IST and on weekends from 9 AM to 6 PM IST. Weekend coverage extends to 9 AM–9 PM IST, ensuring organisations in Asia-Pacific time zones are not left without support during local business hours. WhatsApp support provides an additional real-time channel for quick, conversational queries.Self-Serve Help Centre
Xoxoday’s Help Centre centralises FAQs, step-by-step guides, and detailed product documentation in a single portal accessible at any time. Customers can work through onboarding checklists, review troubleshooting steps, and follow structured walkthroughs without opening a ticket. For enterprises running programmes through Darwinbox or SAP SuccessFactors integrations, the Help Centre includes integration-specific guidance that reduces dependency on live support during rollout and beyond. All resources are designed to keep employees moving forward independently, at any hour. Learn more: Xoxoday Help Centre — Customer SupportWhat are Xoxoday's support SLAs and response times?
Understand Xoxoday’s response and resolution SLAs across support tiers and issue categories.
How does Xoxoday's Help Centre work?
Explore the self-serve documentation, FAQs, and guided walkthroughs available in Xoxoday’s Help Centre.