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Rivo Onboarding & Services and Support Options

Learn about our dedicated launch migration services and support packages

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Written by Travis Brault

Rivo Onboarding & Services and Support Options

Welcome to Rivo! We’re here to help you get the most out of your loyalty program. This comprehensive guide covers our onboarding process, available services, support options, and all the features available across our plan tiers to help you build a successful loyalty program.

💡 New to Rivo? Start with our Developer Toolkit guide to understand the basics.


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Onboarding Process

Our structured onboarding process ensures you launch a successful loyalty program with maximum impact.

  • Kickoff Call: Initial consultation to understand your business goals and loyalty program objectives

  • Program Design: configuration of your points system, rewards, VIP tiers, and earning rules

  • Brand Styling: Customize colors, fonts, and visual elements to match your brand identity

  • Data Migration: Transfer data from other platforms

  • Launch Coordination: Go-live support, testing, and initial performance monitoring

Scope:

  • Up to 2 iterations of program and landing page design

  • Brand feedback and approval for each design iteration required within 2 business days to keep project on schedule

🚀 Migration Services: Moving from another loyalty platform? We offer free data migration services to transfer your existing customer points and tiers.


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Loyalty Program Features


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Points & Earning Rules

Create flexible earning opportunities for your customers:

  • Purchase-Based Earning: Points for orders placed, with customizable multipliers and minimum order amounts

  • Social Actions: Instagram follows, Facebook likes/shares, Twitter follows/shares, TikTok follows

  • Engagement Activities: Account creation, birthday rewards, customer anniversaries, email/SMS subscriptions

  • Review Rewards: Points for product reviews through integrated review platforms

  • Referral Earnings: Reward both referrers and referred customers

  • Custom Actions: Create unique earning opportunities specific to your business

  • URL Visits: Reward customers for visiting specific pages or external links

  • Receipt Uploads: Points for uploading purchase receipts from specific stores

  • Product Purchases: Bonus points for purchasing specific products


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VIP Tier Program

Create progressive customer reward levels based on spending or points thresholds:

  • Flexible Tier Structure: Set up multiple tiers with custom names, thresholds, and benefits

  • Tier Progression Options: Choose from lifetime, calendar year, or rolling year qualification periods

  • Exclusive Rewards: Tier-specific rewards including free shipping, discounts, and special perks

  • Enhanced Earning: Higher point multipliers for VIP tier members

  • Custom Benefits: Define unique perks and privileges for each tier level

  • Visual Recognition: Custom icons and branding for each tier level


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Referral Campaigns

Drive customer acquisition through word-of-mouth marketing:

  • Dual Rewards: Reward both the referrer (advocate) and referred customer (friend)

  • Flexible Display: Choose from inline widgets, popups, or custom implementations

  • Campaign Management: Create multiple campaigns with different rules and rewards

  • Advanced Targeting: Set qualification rules for both advocates and friends

  • Custom Branding: Personalize referral pages with your brand colors and messaging

  • Performance Tracking: Monitor referral success rates and revenue attribution


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Integration Ecosystem

Rivo connects seamlessly with your existing business tools and platforms:
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Email Marketing Platforms

  • Klaviyo: Advanced segmentation, automated flows, and loyalty data sync

  • Mailchimp: Customer data sync and email campaign integration

  • Drip: E-commerce focused email automation with loyalty triggers

  • Sendlane: Behavioral email marketing with loyalty event tracking

  • Omnisend: Multi-channel marketing automation with loyalty data

  • Braze: Customer engagement platform with loyalty program integration


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SMS Marketing Platforms

  • Postscript: SMS marketing with loyalty program triggers and customer data sync

  • Attentive: Conversational SMS marketing with loyalty event integration


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Review Platforms

  • Judge.me: Product review collection with points rewards for reviews

  • Yotpo: Reviews and ratings with loyalty program integration

  • Okendo: Customer review platform with reward automation

  • Stamped.io: Review collection with loyalty points integration


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Customer Support Platforms

  • Gorgias: Customer service platform with loyalty program data access

  • Gladly: Customer service with loyalty program context and history


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Subscription & E-commerce Platforms

  • Recharge: Subscription billing with loyalty program integration

  • Skio: Subscription management with loyalty rewards

  • Rise: Gift card platform integration

  • Tapcart: Mobile app integration for loyalty features

  • Awtomic: Subscription and bundle management


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Other Business Tools

  • Zapier: Connect Rivo with 3,000+ apps through automated workflows

  • Shopify Flow: Native Shopify automation with loyalty triggers

  • Malomo: Order tracking with loyalty program integration

  • Merchant Webhooks: Custom webhook integrations for advanced use cases


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Developer Tools & API Access

For businesses requiring custom implementations and advanced integrations:
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Developer Toolkit

  • REST API: Full programmatic access to loyalty program data and functionality

  • API Keys: Secure authentication for custom integrations and applications

  • Webhook System: Real-time event notifications for loyalty program activities

  • Metafields Sync: Automatic synchronization of loyalty data to Shopify metafields

  • JavaScript API: Client-side integration for custom storefront implementations

  • Theme Extensions: Native Shopify theme integration points


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Custom Implementation Support

  • Technical Documentation: Comprehensive API documentation and integration guides

  • Developer Support: Technical assistance for custom implementations

  • Code Examples: Sample implementations and best practices

  • Testing Environment: Sandbox access for development and testing


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Support Options by Plan

Feature
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Free
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Startup
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Scale
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Plus
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Live Chat Support
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❌
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✅
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✅
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✅
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Email Support
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✅
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✅
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✅
​

✅
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Response Time SLA
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48-72 hours
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24 hours
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12 hours
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4 hours
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Onboarding Call
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❌
​

✅
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✅
​

✅
​

Training Workshop
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❌
​

❌
​

✅
​

✅
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Office Hours Access
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❌
​

❌
​

✅
​

✅
​

Dedicated CSM
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❌
​

❌
​

❌
​

✅
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Priority Escalation
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❌
​

❌
​

✅
​

✅
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Migration Services
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❌
​

✅
​

✅
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✅
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API Access
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❌
​

❌
​

✅
​

✅
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Custom Integrations
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❌
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❌
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Limited
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✅


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Detailed Service Offerings


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Office Hours

Available for Scale and Plus plan subscribers, Office Hours provide group consultation opportunities:

  • Schedule: Weekly sessions every Wednesday at 2 PM EST

  • Format: Group consultation calls with our Customer Success Team

  • Capacity: 10 slots available per week

  • Topics Covered: Feature reviews, best practices, process optimization, new feature training

✨ Office Hours sessions are available on the Scale & Plus plans. See pricing →


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Customer Support Training Workshops

Available for Scale and Plus plans, our training workshops help your customer support team:

  • Understand loyalty program mechanics and customer benefits

  • Handle common customer inquiries about points, rewards, and VIP status

  • Use the admin dashboard effectively for customer management

  • Troubleshoot common issues and escalation procedures

  • Manage referral campaigns and customer referral inquiries

  • Navigate integration settings and customer data sync


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Live Chat Support

Available Monday through Friday, 9 AM to 6 PM EST for Startup, Scale, and Plus plans. Our support team can help with:

  • Technical troubleshooting and configuration assistance

  • Best practices for loyalty program optimization

  • Integration setup and management across all supported platforms

  • Custom implementation guidance and API support

  • VIP tier configuration and earning rule optimization

  • Referral campaign setup and performance optimization

  • Widget customization and brand styling assistance

✨ Live chat support is available 24 hours a day, 7 days a week.


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Dedicated Customer Success

Plus plan subscribers receive dedicated customer success management including:

  • Regular performance reviews and optimization recommendations

  • Quarterly business reviews with loyalty program analytics

  • Priority access to new features and beta programs

  • Custom integration and development consultation

  • Advanced segmentation and targeting strategy

  • ROI analysis and program performance optimization

  • Strategic planning for loyalty program expansion

Your CSM is your main point of contact for strategic advice, product-related questions, and account management. They are your partner in business to advise on new features and best practices that Rivo uses, to understand your business goals, help you achieve them using our platform, and are committed to your long-term success.
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You can schedule a meeting with your assigned customer success specialist or reach out to them directly via their provided contact details or by emailing [email protected].
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Migration & Data Transfer Services

Comprehensive migration support for businesses switching to Rivo:

  • Platform Migrations: Specialized support for LoyaltyLion, Smile.io, and other major platforms

  • Data Transfer: Complete migration of customer points, tier status, and program history

  • Configuration Replication: Recreate your existing program structure and rules

  • Testing & Validation: Thorough testing to ensure data accuracy and program functionality

  • Go-Live Support: Dedicated assistance during the transition period


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Support Options

For brands requiring extended coverage and priority support:
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Category
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Self Service
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Custom / Enterprise
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Service-Level Agreement (SLA)
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Help Center support and basic live chat support
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Global support for large brands needing extended 24x7 coverage
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Chat & Email Availability
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24/5
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24/7
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Business Hours per Priority*
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N/A
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P0: 24/7
P1: 24/7
P2: M-F 8AM-6PM
P3-P4: M-F 8AM-6PM
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Guaranteed Time to First Reply per Priority**
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24 hours
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P0: <1 hr
P1: <2 hr
P2: <4 hr
P3: <12 hr
P4: <24 hr
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Resolution Timeframes
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N/A
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P0: <4 hrs
P1: <8 hrs
P2: <24 hrs
P3: <3 days
P4: <5 days
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Uptime Guarantee
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N/A
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99%
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In-depth Knowledge Base
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Yes
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Yes
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Emergency Support Team
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N/A
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Yes
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Slack Connect Channel
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N/A
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24/7
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Quarterly Business Success Check-ins
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N/A
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Yes
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Escalation Process
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Standard Support
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Initial triage by CSM or on call Engineer
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Escalation to executive team if unresolved
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Emergency escalation for P1 or unresolved P0 issues
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Executive review for unresolved P0/P1 issues

*Business Hours per Priority
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All business hours are outlined in PST timezones.
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**Priority Level Definitions
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P0: Critical (eg. Rivo has an outage)
P1: Major functionality issue (eg. customers cannot redeem points)
P2: Moderate impact (eg. a key feature not working for a subset of customers)
P3: Minor impact (eg. cosmetic or display issues with minor impact)
P4: General inquiry (eg. product feedback)


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Getting Started

Ready to launch your loyalty program? Here’s how to get started:

  1. Choose Your Plan: Select the plan that best fits your business needs and growth stage

  2. Schedule Onboarding: Book your kickoff call to begin the setup process

  3. Configure Your Program: Work with our team to design your points system, rewards, and VIP tiers

  4. Set Up Integrations: Connect your email, SMS, and review platforms

  5. Customize Your Brand: Apply your brand styling to all customer-facing elements

  6. Train Your Team: Complete customer support training (Scale/Plus plans)

  7. Launch & Monitor: Go live with ongoing support and performance tracking

🎯 Need Help? Contact our support team through live chat or email. We're here to help you succeed with your loyalty program!


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Get in touch with our team

Have an existing program and are interested in moving over to Rivo? To inquire about our app or start a migration, reach out to our sales team.

Start a migration
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