Q: Do you offer professional services and automated tools for internal communication, rollout support, announcements, and ongoing engagement?
Yes. As part of our overall Go-To-Market (GTM) support, we offer consultative guidance on the frequency, content, and cadence of communications for your program launch, along with recommendations for adoption campaigns.
This support is provided during the initial rollout and on an ongoing basis, based on your needs. We also share strategic suggestions and ideas for platform usage, campaign planning, and engagement initiatives throughout the program lifecycle.
Each year, we provide an exclusive engagement calendar with 100+ activity ideas that can be executed using the platform to boost engagement.
Please note: execution of these activities is the client’s responsibility.
Q: Does Xoxoday provide visual design and UX services to support customer programs?
Xoxoday considers requests for custom visual design and UX support on a case-by-case basis. The feasibility of providing these services depends on commercial viability and technical considerations. Customers are encouraged to share specific needs so our team can evaluate possibilities aligned with their program goals.
Q: How are product enhancement requests prioritized?
Enhancements to the platform are prioritized based on their criticality and the impact they are likely to have on customer experience and performance. The roadmap is continuously evaluated to align with evolving client needs, regulatory requirements, and strategic priorities.
Q: Is local development support or maintenance available?
Local development support or onsite maintenance is applicable only in specific cases. All support and maintenance activities are handled remotely through centralized technical teams. These teams are proficient in ensuring uptime, bug fixes, and improvements for the Xoxoday platform. Local development support is provided only if its agreed at the contract stage.
Q: What consultancy, development, and support services does Xoxoday provide during and after the initial implementation phase?
Yes. Xoxoday ensures a smooth onboarding experience through a dedicated full-time Implementation Manager who oversees platform setup, API integrations, configuration, and alignment with your business requirements and timelines.
While Xoxoday does not provide full-time embedded developers, the Implementation Manager closely collaborates with our engineering team to deliver all required technical guidance and ensure the platform is deployed seamlessly within the agreed scope.
After go-live, ongoing maintenance and technical support are handled remotely by our centralized engineering and support teams, who manage uptime, bug fixes, enhancements, and overall platform stability—eliminating the need for local or onsite development resources.
Q: What is the customer support structure, and how does the service ticketing process work?
Xoxoday follows a structured and SLA-driven support model, backed by a centralized ticketing system to ensure fast and transparent issue resolution.
Ticket Creation
Customers can raise issues via email, chat, phone, or the support portal.
A ticket is automatically created in the Xoxoday Ticketing System.
Ticket Logging & Classification
Each ticket is tagged by issue type (technical, billing, product, etc.) and urgency level (low, medium, high, critical).
This ensures proper prioritization and SLA management.
Ticket Assignment
The ticket is routed to the most suitable support agent or specialist team, based on expertise and workload.
Ticket Resolution
The assigned agent investigates and resolves the issue within the defined SLA timelines.
Continuous communication is maintained, with regular updates shared with the customer.
Ticket Closure
Once resolved, the agent confirms the solution with the customer.
Customers may be asked for feedback to help improve service quality.
Q: What level of account management and ongoing support can clients expect? Do you offer quarterly reviews, and how do you handle inquiries from multiple teams?
Xoxoday provides:
Onboarding Specialist to set up the account.
A dedicated Account Manager/CSM after go-live for day-to-day support.
Monthly or quarterly business reviews for enterprise clients to track performance and optimize the program.
24/7 support via helpline, live chat, and email, backed by a centralized ticketing system.
A single point of contact for enterprise accounts, while our global support team handles queries from multiple departments within the same company.
This ensures consistent, reliable, and ongoing support across all user teams.