Reward Gateway products come with a dedicated, comprehensive support team to answer questions, troubleshoot issues and serve as a resource for the ongoing success of all client programs.
Different levels of support are available based on what client administrators or employees need: Client Support for administrators and an Employee Helpdesk for all program users.
Not sure who to go to for what? Here’s a handy chart that outlines what each level of support provides.
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Client Support |
Contact the Client Support Team for:
Please feel free to copy your CSM into these emails/requests. |
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Employee Helpdesk |
Your employees will have questions, and when they do they’ll have 24/7 access to team members within our employee Helpdesk. The Helpdesk can be reached via your platform’s Help & Support section where employees can communicate with the team via online enquiry, telephone call or live chat. |
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Client Support
Client Support is a dedicated team available 24 hours a day, Monday to Friday, to support our client administrators. The team is available via Live Chat, telephone and email to help you with:
- First Line Technical Assistance or Guidance
- Investigation into any unexpected platform behavior
- Investigation into any reporting anomalies
- Support for administrators navigating platform configuration, including how to make edits and adjustments to your program
- Link between Employee Support and Client Administrators for any employee enquiries requiring escalation
- Reward Manager Training
- Ad hoc and planned administrator training on self-service features and more
- Advanced Product Configuration
- Configuration of products
- Invoicing Questions
- Questions relating to reward funds
Our Client Support team is well trained on all aspects of our products and will be able to handle most questions. However, sometimes a question or issue requires assistance or information that can only be provided by another department, e.g., Client Success, Finance, Engineering and our Product leaders.
When that happens, the Client Support Team will notify the client and serve as the main point of contact for communication between the internal department and the client.
Most standard questions are actioned within 24 hours; however, solution times may vary depending on the complexity of the question and issue.
Employee Helpdesk
We know that an important aspect of driving usage and participation in your program is having the highest levels of support. We also know your employees may be using the platform out of normal office hours, so we make sure to provide around-the-clock support.
The Employee Helpdesk is available 24/7/365 through Live Chat, telephone, and online enquiry to support employees with any and every question they may have while using our products.
Employees can access the Helpdesk by clicking the Support link in the top right of the program.
The same as with the Client Support team, occasionally a question will come in that requires help from another department within RG. If that happens, the Employee Helpdesk will reach out to the appropriate people and serve as the main point of contact with the employee throughout the resolution of the issue or question.
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