What account management and support does Xoxoday provide?

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Dedicated Support from Day One

Xoxoday assigns an onboarding specialist to every new client, ensuring the account is configured correctly before the programme goes live. Once deployment is complete, a named account manager or Customer Success Representative takes over day-to-day support, giving your organisation a consistent point of contact rather than a rotating helpdesk queue.

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Enterprise-Grade Account Management

For enterprise deployments, Xoxoday provides a dedicated Customer Success Manager (CSM) who goes well beyond reactive support. The CSM shares best practices, analytical insights, and product guidance—helping organisations running rewards programmes alongside HR platforms such as Workday, SAP SuccessFactors, or Darwinbox extract maximum value from every integration. The CSM conducts monthly or quarterly business reviews to track programme performance, surface optimisation opportunities, and resolve emerging requirements before they become blockers.

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Always-On Support Channels

Xoxoday operates a 24/7 helpline and live chat for real-time assistance, so urgent queries are never held until business hours. All requests—whether submitted by phone, chat, or through the Xoxoday Help Centre—are tracked through a structured ticketing system that ensures accountable, on-time resolution. Every open ticket carries a visible status, so your team always knows where things stand.

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Handling Queries Across Multiple Teams

Large organisations typically have HR, Finance, IT, and Procurement teams interacting with the rewards programme at different touchpoints. Xoxoday operates a centralised customer service team that handles queries from all departments under a single account, eliminating duplicated requests or conflicting guidance. Enterprise accounts additionally benefit from the dedicated CSM as a single coordination point, ensuring consistent outcomes regardless of which internal team raises a request. For organisations that surface queries through collaboration tools such as Slack or Microsoft Teams, the CSM can align support workflows to match how your teams already communicate.

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Quarterly Business Reviews That Drive Results

Xoxoday’s CSMs prepare structured business review agendas that cover redemption trends, engagement metrics, and any configuration changes needed to align the programme with evolving business goals. These sessions are designed to be actionable: your organisation leaves with a prioritised plan rather than a static report. Reviews can be scheduled monthly or quarterly depending on programme complexity and cadence preferences. Learn more: Xoxoday Help Centre — Customer Support