Creating value-added interactions through customer service that's streamlined, meticulous and proactive

One of the crucial pillars of end-to-end loyalty and engagement programs is customer service that's more than just 'after-sales service'. Customer Service at Loylty is designed to be comprehensive so we're available for everything from resolutions to rewards throughout the customer lifecycle.

24X7

Availability

4L+

Interactions Yearly

25+

Programs Managed

24+

Local and International Languages

From 'hello' to 'have a nice day' in just 250 seconds

With over 15 years of experience, cost-efficiency is at the core of our Customer Service. Our executives are trained to have high-quality interactions in the most optimal time leading to a record Average Handle Time (AHT) of 250 seconds and an Average Quality Score of 92%. Every agent, supervisor and quality control executive is invested in delivering the best possible customer interaction.

FROM THE BLOG

How good Customer Service can make your loyalty program great

What's customary in loyalty?
In the current customer-loyalty landscape, it's more imperative than ever for businesses to have a loyalt yprogram that incorporates certain standard

Read Now

Trained and trusted teams providing end-to-end support

Agents

Our agents are trained to help customers along every step of their journey with your engagement program including their redemption experiences that may lead to third-party brands and sites.
Learn more about how we go the extra mile for our customers.

Supervisors

Our supervisors are responsible for ensuring agents are constantly upskilling, receiving constructive feedback and providing support when interactions demand it.

Quality Control

Every interaction is monitored by a dedicated team to ensure quality adherence. This allows us to continuously evaluate our methods and improve efficiency and overall standards.

Secure, scalable and customized to suit your needs

We have the ability to cater to customers of 25+ loyalty and engagement programs - and counting - simply because we're not limited by language, location or resources. Our Customer Service is built to scale up or down with ease, offer customized timings and languages, and set up at preferred locations - all depending on your program. In addition, we employ tight-knit security measures and ensure all our interactions take place in an access controlled environment.

Analysis and reporting with real business impact

Being an extended arm of the loyalty program means that our Customer Service does not function in isolation but strives to contribute to the overall success of the program.

All our queries, escalations and support interactions are captured and tracked till closure enabling us to create meticulous monthly reports focusing on metrics like NPS, CSAT, VOC. These are analyzed and leveraged by our program management teams to improve different aspects of the program like increased redemptions, enhanced website user experience and better program awareness.