How does Xoxoday support customers after program launch?

The period immediately after go-live is where most rewards and recognition programmes succeed or stall. Xoxoday structures post-launch support deliberately, beginning with intensive hands-on attention and transitioning into a long-term partnership that grows alongside your organisation’s needs.

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The Hypercare Period: Days 1–45

For the first 30 to 45 days after launch, Xoxoday provides elevated, high-touch support. A dedicated team monitors platform activity, responds rapidly to queries, and helps both administrators and end users build confidence with Xoxoday’s core workflows. Whether your employees are redeeming rewards through a Slack or Microsoft Teams integration, or your HR team is running recognition campaigns from within Workday or SAP SuccessFactors, the hypercare team ensures every touchpoint functions as intended from day one. This phase is proactive, not passive. Xoxoday identifies adoption gaps early — for example, if a particular department shows low reward-redemption rates — and works with your programme administrators to address them before patterns solidify.

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Dedicated Customer Success After Hypercare

Once the hypercare window closes, Xoxoday transitions support to a dedicated Customer Success team. These specialists hold regular check-ins with your programme owners, bringing prepared analysis of usage data, redemption trends, and engagement signals to every review session. The goal is not simply to answer questions but to surface recommendations your team can act on. These structured connects help your organisation plan ahead — refining reward catalogues, scheduling milestone-based campaigns, and identifying features your team has not yet fully leveraged.

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Continuous Access to Resources

Throughout the post-launch journey, Xoxoday provides access to its Help Centre, onboarding documentation, and product release notes. When Xoxoday ships updates — expanded reward categories, new integrations, or catalogue enhancements — your customer success contact ensures your administrators are prepared to use them effectively.

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Feedback as a Performance Input

Xoxoday treats programme feedback as a live operational signal rather than a periodic exercise. Input from end users and programme administrators is reviewed on an ongoing basis and fed directly into support priorities and optimisation recommendations. This closed loop means your programme adapts as your organisation evolves, rather than remaining static at the configuration set during go-live.

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Enterprise-Grade Security Backing Every Interaction

Post-launch support is underpinned by Xoxoday’s certified security posture. Xoxoday holds ISO 27001 and SOC 2 Type II certifications, which means your team can raise data handling or compliance questions to a support function that understands enterprise security requirements, not just product functionality. Learn more: Xoxoday Help Centre — Customer Support