Delivery
Q: How does the reward platform handle unsuccessful or incorrect reward code deliveries?
We have rarely seen incidents on our platform where the delivery of e-vouchers and incorrect codes for redemption are sent to the end users.
However, if such incidents occur, Xoxoday offers 24/7 email and chat support ([email protected]) for all users of the platform. We'll also share a proper escalation matrix with you. Your account manager and customer success teams will also work with you closely to address any issues.
Q: Who bears the responsibility for duplicate or incorrect reward code deliveries?
For prepaid cards such as Visa or Mastercard, the customer incentive software does not support fund withdrawal once issued. However, for Xoxo reward codes, the funds can be retracted for unused gift cards if you are on the "redemption based plan".
Reporting
Q: What kind of analytics and admin tools are available to track customer engagement and rewards performance?
The Xoxoday reward payout platform provides a robust self-service analytics and admin dashboard that empowers internal teams with real-time insights and actionable metrics. Features include:
• Automated daily, weekly, monthly, and quarterly reports
• Reward analytics: total vs. unique redemptions, preferred reward categories
• Communication analytics: campaign open and click-through rates across email, SMS, and other channels
• Segmentation tools: filters by geography, behavior, reward usage tiers, service touchpoints
• Customer satisfaction indicators: Net Promoter Score (NPS), Sales Satisfaction Index (SSI), and Customer Satisfaction Index (CSI)
This data-driven dashboard helps teams fine-tune campaign performance, increase redemptions, and deliver targeted experiences.
Security Requirement
Q: Does the system support immediate revocation and re-authentication of reward IDs in the event of fraudulent activity?
The platform prioritizes security in reward distribution. In case of frauds, the system can cancel the reward orders. The system can also block reward codes which are not misused. If the fraud happens on a 3rd party service, we ll have to check with the 3rd party to check possibilities.