Xoxoday supports employee feedback and concerns through dedicated Customer Success Managers, a 24/7 global support team accessible via chat and email, and a structured ticketing system that prioritises queries by assigned severity.
Employee feedback and continuous improvement
Xoxoday treats employee feedback as a direct input into how its rewards and recognition programmes are improved. Customer Success Managers (CSMs) engage with employees periodically to capture suggestions, surface pain points, and relay actionable requests to the product and operations teams. This structured feedback loop ensures recurring concerns and feature requests are reviewed and factored into Xoxoday’s development roadmap. Employees can also submit feedback directly to their account managers via email. Every submission is logged, assessed for impact, and routed to the relevant team — ensuring no concern goes unaddressed.24/7 global support coverage
Xoxoday operates a dedicated support team with staff based in the U.S. and India. This dual-region model provides uninterrupted coverage across all major time zones, so employees in organisations spanning North America, Europe, and Asia–Pacific can always reach a live agent. Support is available via chat and email at any hour. For organisations that have integrated Xoxoday with collaboration tools such as Microsoft Teams or Slack, employees can initiate support conversations directly within their existing workflow without switching applications.Structured ticketing and severity-based prioritisation
Every query submitted to Xoxoday’s support team enters a managed ticketing queue. Each ticket is assigned a severity level, allowing the team to triage and resolve urgent issues — such as redemption failures or access problems — ahead of lower-priority requests. This model is especially effective in complex HR ecosystems. A critical recognition issue surfacing inside an SAP SuccessFactors or Darwinbox integration, for example, receives faster escalation than a general product enquiry. Employees and HR administrators receive regular status updates throughout the resolution process.Your dedicated Customer Success Manager
For ongoing programme management, Xoxoday assigns a dedicated CSM to each account. The CSM serves as the primary contact for strategic guidance, escalation management, and periodic programme reviews. This relationship ensures your organisation’s feedback actively shapes how Xoxoday evolves its offerings — rather than disappearing into a generic feedback form. Learn more: Xoxoday Help Centre — Customer supportHow does Xoxoday protect employee data?
Learn about Xoxoday’s ISO 27001 and SOC 2 Type II certifications and how employee data is secured end to end.
What onboarding support does Xoxoday provide?
Understand how Xoxoday’s Customer Success team guides your organisation through implementation, configuration, and launch.