Herausforderungen

As customer volumes increased across e-commerce, subscriptions, and retail inquiries, the support team faced growing pressure to resolve issues quickly while maintaining empathetic, high-quality experiences.

Recognition was inconsistent, and performance incentives were difficult to operationalize across multiple metrics such as CSAT, FCR, SLA adherence, and training completion.

Key challenges included:

• Inconsistent CSAT performance: Quality varied across shifts and channels, impacting customer trust.
• High repeat contacts: Many issues required multiple touchpoints, increasing operational costs.
• SLA adherence gaps: Response times and escalation handling needed tighter alignment to standards.
• Training adoption challenges: New product launches and compliance updates required faster certification completion.
• Limited multilingual recognition: Multilingual reps had higher complexity workloads without structured acknowledgment.
• Low proactive education output: Support teams lacked incentives to create self-service content that reduces ticket volume.

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Personas involved

• Customer Support Representatives: Recognized for CSAT excellence, FCR, SLA compliance, multilingual support, certifications, and proactive education contributions.

• Support Team Leads & QA Managers: Track performance, nominate employees, and run recognition programs tied to quality outcomes.

• Customer Experience (CX) Leadership: Define service standards and drive customer-centric culture across support operations.

• Training & Enablement Teams: Manage certifications on products, ingredient benefits, usage guidance, and compliance requirements.

• Knowledge Management Teams: Coordinate self-service resources, FAQs, and tutorial content to reduce ticket volume.

• Program Admin / Super Admin: Configure award rules, automate triggers, manage budgets, and monitor participation dashboards.

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The solution

The feminine hygiene brand needed a unified and scalable way to motivate support teams, reward measurable service excellence, and reinforce customer-centric behaviors consistently across the organization.

Xoxoday Empuls delivered a real-time recognition and rewards solution that connected support KPIs to timely recognition—while enabling leaders to celebrate outcomes that directly impact customer experience and operational efficiency.

This shift replaced ad-hoc appreciation with a structured support performance recognition ecosystem powered by automation and integrations.

1. CSAT incentives to elevate customer experience: Xoxoday Empuls rewarded support reps who consistently earned high CSAT ratings and positive customer feedback—reinforcing empathy, accuracy, and service quality.

2. FCR performance rewards to reduce repeat contacts: Xoxoday Empuls incentivized first-contact resolution for product questions, subscription issues, and complaints—lowering repeat tickets while improving customer satisfaction.

3. SLA compliance bonuses to accelerate resolution: Support reps were recognized for exceeding SLAs on response times, resolution speed, and escalation handling—ensuring timely customer support during peak demand periods.

4. Certification incentives to build expert support capability: Xoxoday Empuls drove faster completion of certifications tied to new product launches, ingredient benefits, usage instructions, and regulatory requirements—improving support confidence and consistency.

5. Multilingual support rewards to expand accessibility: High-performing multilingual reps were recognized for delivering excellent service across languages—reducing resolution time and supporting diverse customer needs.

6. Proactive education incentives to reduce ticket volume: Support teams were rewarded for creating self-service content, FAQs, and tutorials based on recurring pain points—enabling customers to resolve issues independently and improving efficiency.

7. Seamless integration with the CX ecosystem: Xoxoday Empuls integrated with helpdesk platforms, ADP, QA/CSAT tools, LMS, knowledge bases, and collaboration tools—automating recognition triggers based on verified performance and streamlining reward fulfilment without manual tracking.

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Impact

• 29% improvement in CSAT scores, supported by consistent recognition of top service behaviors.
• 34% increase in first-contact resolution rates, reducing repeat contacts and support costs.
• 27% faster SLA compliance performance, improving response time and escalation handling.
• 3× increase in certification completion velocity, accelerating readiness for product launches and updates.
• 2.4× growth in multilingual support recognition, improving accessibility and service coverage.
• 22% reduction in ticket volume, driven by proactive self-service resources and tutorials.
• USD 12.8 million in recognition rewards processed annually, improving transparency and engagement at scale.

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Conclusion

By implementing Xoxoday Empuls, the Feminine Hygiene brand transformed support operations across the United States—from metric tracking to a customer-first recognition culture tied to real service outcomes.

Through CSAT incentives, FCR rewards, SLA bonuses, certification recognition, multilingual acknowledgment, and proactive education incentives, Empuls helped the organization elevate customer experience while improving efficiency and team morale.

With seamless integrations and real-time recognition, the brand built a high-performing support organization that strengthens trust, protects reputation, and drives long-term customer loyalty.

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