Engage FAQs

Communications

Q: How does the communication module in a customer loyalty program ensure consistent and timely customer interaction?

The communication module in a customer loyalty program is an essential part of the Engage suite, built to support effective and timely communication with members across various channels. It facilitates engagement through automated, personalized messages via email, SMS, or messaging apps.

Primary Communication Modes:

Email – Used for promotional campaigns, transactional updates, and milestones.
SMS – Delivers concise, real-time alerts or reminders directly to mobile devices.

Event-Driven Communication: Templates are mapped to specific events in the loyalty management software, enabling automated communication triggered by customer actions or lifecycle milestones.

Examples:

Healthcare Loyalty Program Welcome Email
- Type: Promotional
- Channel: Email
- Content: A warm welcome message that introduces new members to the program, its benefits, and earning opportunities, along with a personalized membership ID.
Airline Milestone Achievement Email
- Type: Promotional
- Channel: Email
- Content: A congratulatory message for achieving a loyalty milestone, such as 50,000 miles, coupled with a reward like bonus points or lounge access.

This module plays a pivotal role in customer retention software by automating touchpoints and maintaining consistent brand interaction throughout the member lifecycle.

Q: How does the loyalty management system support flexible member preferences configuration? A loyalty management system by Xoxoday enables brands to personalize experiences by offering flexible member preference configurations. Members can:

Choose preferred communication channels such as email, SMS, or app notifications.
Specify reward preferences including merchandise, experiences, or travel upgrades.
Set language and currency preferences to ensure a localized experience.

These features help in creating a tailored customer loyalty program, improving engagement and retention.

Q: Can banner content be personalized according to individual user behavior and preferences in the loyalty program software? Personalization of banner content based on behavioral and preference data is not included in the standard loyalty management platform. This feature can be implemented as part of a custom solution to improve user engagement and retention.

Q: Will banner placement impact app performance in the loyalty management system? Banner placement and tracking are offered only as custom features. Any implementation will be carefully designed to maintain app performance and avoid unnecessary consumption of device resources. These are not part of the standard loyalty management software offering.

Q: Are banners designed to be non-intrusive and user-friendly in the loyalty management solution? Usability-focused banner placement is not natively supported in the standard loyalty program software. However, in custom implementations, banners can be made easily dismissible and accessible to ensure a seamless and user-friendly experience.

Q: Does the loyalty management software support co-branded collateral for marketing campaigns? Yes. Xoxoday’s loyalty platform offers customizable co-branded marketing assets to support seamless campaign execution.

In-Store Collateral: Customizable signage, banners, and POS displays to enhance in-store engagement.
Digital Templates: Editable ad and social media creatives aligned with brand guidelines.
Consistent Branding: Ensures a unified tone and identity across all offline and digital touchpoints.
Merchant Integration: Supports seamless brand integration for merchants using the rewards software.

Q: Can activation links be sent through multiple channels, and do they expire? Yes, the loyalty program solution supports automated activation link delivery through multiple channels such as email, SMS, and WhatsApp. The system prioritizes the first channel the user accesses for all future communication. For security and compliance, each activation link expires within 24 hours of generation — though this duration can be customized as needed.

Q: How does the system handle newsletter generation with rule-based dynamic content? The customer loyalty program software enables automated newsletter generation and distribution with dynamic, rule-based content. Key capabilities include:

Personalizing newsletters based on demographic and behavioral attributes like age, gender, language, balance, or preferences.
Embedding dynamic modules featuring exclusive deals, loyalty program highlights, or curated recommendations.

This helps drive higher engagement and ensures that communications remain relevant and value-driven.

Q: What communication tools are available in Xoxoday’s customer retention software?

Xoxoday’s loyalty program solution provides a robust communication module as part of its Engage suite, supporting timely and relevant interactions across customer touchpoints. Clients can also choose to use 3rd party tools for communication.

Supported channels:

Email: For promotional campaigns, transactional updates, and onboarding sequences.
SMS: For concise, time-sensitive alerts and updates directly to mobile devices.

Event-based communication automation: Templates are mapped to specific platform events to automate triggers for:

Welcome emails for new members with program details and benefits
Birthday greetings with bonus rewards
Milestone achievements (e.g., reaching 50,000 points) with congratulatory messages and perks

This ensures customers are consistently informed, appreciated, and engaged—driving stronger loyalty and retention outcomes.

Q: Does your system support notifications and database triggers? Yes. The loyalty program software integrates with communication servers to automate real-time alerts and transactional notifications.

Key functionalities include:

Trigger alerts for point accrual, redemptions, milestone achievements, or campaign participation
Send messages via email, SMS, or messaging platforms with template-based personalization
Automate communication to ensure timely and consistent member engagement

Q: How does the loyalty management system support direct and broadcast user messaging? Xoxoday’s loyalty management software offers a powerful communication framework supporting both direct and broadcast messaging:

Direct Alerts: Personalized messages for individual users about tier status, points expiry, or exclusive promotions
Broadcast Messaging: Mass notifications for marketing campaigns, system updates, or member-exclusive offers, ensuring consistent engagement

The software integrates seamlessly with email, SMS, mobile app push notifications, and social media platforms for wide-reaching member communication.

Q: Can the loyalty program clearly communicate terms and conditions for point accrual, including point values and monetary equivalents? Yes. Businesses can define and publish detailed terms for point accrual, covering eligible activities, points awarded, and their monetary equivalents. Information is shared via dashboards, transactional messages, and automated communications to ensure clarity and transparency.

Q: Can the platform send member point information via email? Yes. Automated emails update members on point balances, expirations, and active campaigns, driving engagement and encouraging redemptions.

Q: Does the platform support notifying users about point expiry via email, SMS, WhatsApp, or other channels? Yes, the loyalty program solution supports multi-channel notifications to remind users about upcoming point expirations. Automated reminders can be configured to go out via email, SMS, WhatsApp, or in-app notifications, ensuring timely customer engagement. Personalized messaging such as “Your points are expiring in 7 days—redeem now!” can also be used to drive user action and increase redemption rates.

Q: Is it possible to notify clients about point changes, expiries, and rewards? Yes, Xoxoday’s loyalty platform includes a robust communication system that triggers alerts via email, SMS, and in-app notifications to inform customers about point changes, available rewards, expirations, and promotional campaigns.

Campaigns

Q: What is the campaigns module in a loyalty management system and how does it enhance customer engagement? Xoxoday’s omnichannel loyalty management solution includes a powerful Campaigns module as part of the Engage suite, designed to drive customer engagement through personalized, data-driven marketing initiatives. Integrated with real-time customer segmentation, the module enables businesses to deliver tailored promotions and rewards based on behaviors, preferences, and demographics.

Use Cases:

Engage frequent users, re-activate dormant customers, and reward high-value members.
Encourage specific actions like referrals, repeat purchases, or app usage.

Key Features:

Targeted Campaign Design: Customize promotions for user segments such as premium tiers, inactive users, high-spenders, or VIPs.
Segmentation Integration: Use dynamic or predefined segments for precise targeting (e.g., Gold tier members who haven’t redeemed in 3 months).
Flexible Campaign Types: Launch points multipliers, exclusive discounts, or behavioral-based campaigns.
Multi-Channel Execution: Deliver campaigns via email, SMS, in-app notifications, or web channels to ensure consistent engagement.
Personalization: Tailor messages with customer names, preferences, or past activity (e.g., “Hi [Name], earn double points this weekend!”).
Automation & Scheduling: Trigger campaigns automatically on milestones such as birthdays, tier upgrades, or other lifecycle events.
Analytics & Real-Time Tracking: Monitor open rates, conversions, redemptions, and ROI to optimize campaign success.
Incentive Management: Define and allocate relevant rewards such as cashback, points, exclusive merchandise, or bonus products.

Q: What marketing and campaign management support does the loyalty management software offer for running a customer rewards program? Xoxoday’s loyalty management solution provides a robust campaign management tool that empowers businesses to design, execute, and manage targeted omnichannel loyalty marketing campaigns. It supports the creation of multi-format content including GIFs, posters, digital artwork, catalogs, emailers, and leaflets. The customer loyalty program enables timely distribution of these assets via SMS, email, and in-app channels. Additionally, Xoxoday's campaign team collaborates with your marketing team to co-develop branded promotional content and creative assets to drive maximum engagement.

Q: Does the customer retention software provide reporting on campaign trends and strategic impact? Yes, Xoxoday’s loyalty program software offers trend and performance reporting tools that help brands analyze campaign effectiveness and strategic outcomes. These reports include customer acquisition patterns, engagement levels, redemption behavior, and channel effectiveness over time. The insights are designed to help businesses refine their campaign strategies. Xoxoday’s campaign specialists collaborate with your internal teams to analyze trends and recommend adjustments for improved loyalty outcomes.

Q: What capabilities does your loyalty management system offer in designing graphics for special campaigns, and how do you evaluate campaign performance? Our loyalty management software offers end-to-end support for designing and executing special loyalty campaigns. Our in-house creative team crafts custom visuals, branded assets, and campaign materials tailored to specific program goals. This enables businesses to run visually impactful and contextually relevant customer loyalty programs.

Campaign promotion is facilitated via email and SMS with embedded visuals, push notifications, and both web and mobile loyalty portals to ensure omnichannel reach.

On the analytics front, our customer retention software includes real-time performance dashboards, A/B testing capabilities, and integrated CDP tools for audience insights. Campaign performance is tracked using:

Reports Module – Monitors campaign engagement, participation, and redemptions
Segments Module – Analyzes performance by customer segment, tier, or behavior
Audit Trail – Logs all campaign interactions for transparency
Anomaly Detection – Flags suspicious activity such as redemption spikes or fraud attempts

This powerful combination ensures that each campaign is not only creative but also strategically optimized for measurable outcomes

Q: Can the marketing team create campaigns based on specific combinations or audience filters? Yes. The loyalty management system includes an intuitive campaign management module that supports campaign creation using filters based on both transaction data and member demographics. This empowers marketing users to design highly targeted SMS or email campaigns tailored to specific user behaviors or preferences.

Currently, the platform offers a limited set of filters, with an expanded range expected to roll out by February, which is currently under testing.

Q: Can customized promotional offers be rolled out for customers? Yes, the loyalty management solution supports real-time creation and management of promotional offers tailored to customer behavior and preferences. Businesses can deploy personalized campaigns featuring bonus points, exclusive discounts, or limited-time perks. These promotions can be launched instantly and aligned with seasonal events or specific customer engagement goals.

Q: Can the system identify which loyalty programs a customer is interested in and trigger promotions to encourage engagement? Yes. The customer loyalty program software uses behavioral analytics and transaction data to identify programs or categories that resonate with individual users. Based on these insights, the system can automatically trigger personalized marketing campaigns—such as bonus offers, reminders, or limited-time deals—to drive redemptions and engagement. Clients also have the option to enable or disable these triggers for specific users.

Q: Can the loyalty management system configure campaigns based on nationality, gender, geo-location, user status, card type (Standard & Platinum), and other criteria defined in the program scope? Yes. The loyalty management software supports two robust campaign types under the Engage module:

Push-Based Campaigns that proactively reach out to customers
Standard Campaigns that are triggered based on defined loyalty rules, member behavior, and demographic filters such as nationality, gender, card type, and location

Both campaign types offer advanced configurability and access to customer data, enabling marketers to tailor audience engagement strategies across the omnichannel loyalty program software effectively.

Q: Does the customer loyalty program notify the bank user post-campaign creation via the selected communication channel, including discount codes where applicable? Yes. The communication module within the loyalty management solution allows automated messages to be triggered at key customer interaction points such as campaign execution or point issuance. These communications are sent via predefined channels (email, SMS, or push notifications).

While the system currently does not support issuing discount codes within these notifications, voucher functionality is included in the product roadmap to enhance the flexibility of reward-based campaigns.

Q: Can special events or purchases trigger bonus points in the loyalty program? Yes. The loyalty management software supports event-based and promotional point schemes. Businesses can configure earning rules for special occasions like birthdays, festivals, or purchases from selected product categories. These rules are easily managed via the backend.

Q: Can a trigger be sent to the concerned department when allocated campaign funds reach a configured threshold? Yes. The loyalty program software currently uses a unified prefunding pool shared across all programs. There is an automatic trigger for fund utilization thresholds, and program-specific fund usage can be differentiated using built-in reporting capabilities. This supports detailed financial analysis and helps with internal bank reconciliations for campaign-based fund tracking.

Q: Can marketing users select audience segments for campaigns based on custom combinations or predefined filters? Yes. The omnichannel loyalty program software enables marketing teams to define and select audience segments using customizable filters. These include demographic attributes (e.g., gender, location), transactional behaviors, and member status. The segmentation engine supports dynamic audience targeting, allowing marketers to optimize campaigns within the customer retention software framework.

Q: Can the marketing team create campaigns based on combinations or conditions defined in the system's description section? Yes. The platform’s rule engine accommodates a wide range of condition combinations, enabling the marketing team to meet diverse campaign requirements effectively. This ensures that campaigns are personalized, goal-oriented, and adaptable to evolving business needs.

Q: What is CTR (Click-Through Rate) in the context of a loyalty management system? Click-Through Rate (CTR) is a critical metric used to evaluate user engagement with notifications in a customer loyalty program. It is calculated as the percentage of users who click on a notification out of the total number of users who received it.

The loyalty management software integrates seamlessly with service providers to enable accurate CTR tracking. Marketing teams can use this data to assess campaign performance, optimize content, and drive higher conversions. Monitoring CTR is essential for enhancing the effectiveness of communication strategies within customer retention software.

Campaign Management

Q: How does the platform support personalized and AI-driven campaigns for lifecycle events? Xoxoday’s customer retention software includes a flexible Campaign and Communication module that supports:

Lifecycle-based triggers: Birthdays, anniversaries, onboarding
Transactional triggers: Based on spending patterns or inactivity
Branded communications: SMS and email templates
AI-based recommendations: Integration via APIs for personalized suggestions

This enables hyper-personalized, automated outreach that enhances loyalty and conversion across every customer touchpoint.

Q: Does the system support promotions? How are promotions managed in your system (types of promotions)? Yes. The customer loyalty software supports a robust promotional engine, enabling businesses to create, manage, and track multiple campaign types.

Promotion features include:

Perks and offers: QR-based redemption via the white-label rewards marketplace
Campaign delivery: SMS, email, or WhatsApp through client-preferred communication gateways
Use cases: Limited-time multipliers, exclusive discounts, cashback vouchers, seasonal campaigns, and milestone-based bonuses
Customer access: End-users receive promotion details via USSD, SMS, or digital channels, with seamless code-based redemption

Q: What is campaign management in a loyalty management system and how does it work? What are the use cases and benefits of campaign management? Campaign management in a loyalty management system helps businesses run targeted, personalized marketing initiatives to engage customers and build loyalty.

Strategic Targeting: Identify and engage specific segments like dormant users or premium members.
Personalized Campaigns: Launch customized offers such as point multipliers, discounts, or referral rewards.
Multi-Channel Delivery: Execute campaigns via email, SMS, in-app notifications, and web.
Automation & Scheduling: Trigger campaigns for birthdays, seasonal offers, or behavioral actions.
Segmentation Integration: Use predefined or dynamic segments for accurate targeting.
Real-Time Tracking: Monitor performance metrics like open rate, redemption, and ROI.
Behavioral Impact: Encourage specific actions like redemptions, referrals, or increased engagement.

Use Cases:

Reactivation campaigns to win back inactive users.
Weekend or seasonal bonus campaigns.
Premium customer reward programs.
Milestone or special occasion celebrations.

Benefits:

Increased engagement and retention.
Stronger customer relationships through personalization.
Measurable impact on business KPIs.
Better ROI from targeted marketing efforts.

Segments

Q: How does the customer loyalty program identify and analyze customer segments and their needs? The loyalty management solution by Xoxoday uses advanced customer segmentation tools to analyze demographics, purchase behavior, and engagement data. This enables identification of meaningful customer segments, allowing businesses to personalize rewards, promotions, and messaging—ultimately enhancing engagement and customer satisfaction.

Q: Can clients communicate reward program details like merchant list, offer terms, exclusions, and expiry dates to customers? Yes. Using omnichannel loyalty program software, banks can display detailed reward program information, including merchant lists, offer details, qualifying conditions, inclusions/exclusions, and expiration dates. These can be made available to customers in-app or via communications for full transparency and compliance.

Q: How does member segmentation work in Xoxoday’s loyalty program solution? Xoxoday’s loyalty management software provides advanced member segmentation for precision targeting and engagement. Segmentation tools include:

Detailed member profiles: Track accrual, redemption, transaction, and expiry history
Manual point adjustments: Support rewards, reversals, or service gestures
Assisted redemption: Enable support/admin to help members redeem rewards
Custom member segments: Built from demographic, behavioral, and transactional data
Exportable insights: Use member data for campaign design and strategic personalization

Campaign Optimization & A/B Testing

Q: What A/B testing capabilities does the loyalty management system offer for optimizing campaigns? Xoxoday’s loyalty management system supports robust A/B testing functionality to help businesses optimize performance across multiple campaign elements:

Test and compare reward structures, competition mechanics, and incentive logic to enhance engagement.
Experiment with variations in campaign messaging to identify what resonates most with each customer segment.
Run parallel campaign experiments to assess and refine the most effective loyalty and engagement strategies.
Leverage data-driven insights to maximize returns from the customer loyalty program.