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.
Comprehensive Onboarding Process
Our structured onboarding process ensures you launch a successful loyalty program with maximum impact. We evaluate your setup across 8 key areas to ensure optimal performance:
Onboarding Steps
Kickoff Call: Initial consultation to understand your business goals and loyalty program objectives
Program Design: Custom configuration of your points system, rewards, VIP tiers, and earning rules
Integration Setup: Connect your email marketing, SMS, review platforms, and other business tools
Widget Customization: Design and configure loyalty widgets, account pages, and customer-facing elements
Brand Styling: Customize colors, fonts, and visual elements to match your brand identity
Data Migration: Transfer existing customer data, points, and program history from previous platforms
Training Workshop: Comprehensive training for your customer support team
Launch Coordination: Go-live support, testing, and initial performance monitoring
Onboarding Success Factors
We track your onboarding progress across these key areas to ensure program success:
Integration Activation: Connect at least one email, SMS, or review platform integration
Loyalty Pages: Publish customer-facing loyalty pages and account sections
Widget Deployment: Enable and configure storefront loyalty widgets
Email Templates: Set up automated loyalty email campaigns and notifications
Brand Customization: Apply your brand styling to loyalty interfaces
Data Backfill: Import and process historical customer and order data
Program Activation: Enable points earning and/or referral programs
Visual Assets: Upload custom icons and images for rewards and earning actions
🚀 Migration Services: Moving from another loyalty platform? We offer free data migration services to transfer your existing customer points, tiers, and program history. We specialize in migrations from LoyaltyLion and other major platforms.
Loyalty Program Features
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
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
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
Integration Ecosystem
Rivo connects seamlessly with your existing business tools and platforms:
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
Listrak: Retail-focused email and SMS marketing integration
Sendlane: Behavioral email marketing with loyalty event tracking
Omnisend: Multi-channel marketing automation with loyalty data
Braze: Customer engagement platform with loyalty program integration
SMS Marketing Platforms
Postscript: SMS marketing with loyalty program triggers and customer data sync
Attentive: Conversational SMS marketing with loyalty event integration
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
Customer Support Platforms
Gorgias: Customer service platform with loyalty program data access
Gladly: Customer service with loyalty program context and history
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
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
Developer Tools & API Access
For businesses requiring custom implementations and advanced integrations:
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
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
Support Options by Plan
Feature | Free | Startup | Scale | Plus |
Live Chat Support | ❌ | ✅ | ✅ | ✅ |
Email Support | ✅ | ✅ | ✅ | ✅ |
Response Time SLA | 48-72 hours | 24 hours | 12 hours | 4 hours |
Onboarding Call | ❌ | ✅ | ✅ | ✅ |
Training Workshop | ❌ | ❌ | ✅ | ✅ |
Office Hours Access | ❌ | ❌ | ✅ | ✅ |
Dedicated CSM | ❌ | ❌ | ❌ | ✅ |
Priority Escalation | ❌ | ❌ | ✅ | ✅ |
Migration Services | ❌ | ✅ | ✅ | ✅ |
API Access | ❌ | ❌ | ✅ | ✅ |
Custom Integrations | ❌ | ❌ | Limited | ✅ |
Detailed Service Offerings
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 →
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
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.
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.
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].
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
Customer Communication: Templates and guidance for notifying customers about the transition
Enterprise Support Options
For large brands requiring extended coverage and priority support:
Category | Self Service | Custom / Enterprise |
Service-Level Agreement (SLA) | Help Center support and basic live chat support | Global support for large brands needing extended 24x7 coverage |
Chat & Email Availability | 24/5 | 24/7 |
Business Hours per Priority* | N/A | P0: 24/7 |
Guaranteed Time to First Reply per Priority** | 24 hours | P0: <1 hr |
Resolution Timeframes | N/A | P0: <4 hrs |
Uptime Guarantee | N/A | 99% |
In-depth Knowledge Base | Yes | Yes |
Emergency Support Team | N/A | Yes |
Slack Connect Channel | N/A | 24/7 |
Quarterly Business Success Check-ins | N/A | Yes |
Escalation Process | Standard Support | Initial triage by CSM or on call Engineer Escalation to executive team if unresolved Emergency escalation for P1 or unresolved P0 issues Executive review for unresolved P0/P1 issues |
*Business Hours per Priority
All business hours are outlined in EST timezones.
**Priority Level Definitions
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)
Getting Started
Ready to launch your loyalty program? Here's how to get started:
Choose Your Plan: Select the plan that best fits your business needs and growth stage
Schedule Onboarding: Book your kickoff call to begin the setup process
Configure Your Program: Work with our team to design your points system, rewards, and VIP tiers
Set Up Integrations: Connect your email, SMS, and review platforms
Customize Your Brand: Apply your brand styling to all customer-facing elements
Train Your Team: Complete customer support training (Scale/Plus plans)
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!
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.