Put the Rivo loyalty record in the conversation
Yuma can retrieve a customer’s Rivo points balance, history, and VIP tier when they ask about rewards. The reply is grounded in the member’s actual account rather than a generic program explanation. Customers get clarity quickly, and agents avoid searching the loyalty workspace for common questions.
Explain how the points balance got there
A number alone rarely resolves a loyalty concern. Rivo history gives Yuma context to help explain recent earning or adjustment activity in plain language. The customer receives a more complete answer, while the team spends less time reconstructing how a balance changed across purchases and rewards activity.
Correct eligible balances from support
When your policy permits an adjustment, Yuma can update Rivo points and confirm the new outcome in your brand voice. This turns a missing-points complaint into a direct resolution and prevents a simple loyalty recovery from waiting behind more complex tickets.
Recognize the relationship behind the ticket
VIP tier and loyalty history can help support understand the customer’s broader connection to the brand. Yuma uses that context to communicate relevantly while following the same service rules you approve. A more informed response helps valued members feel seen during moments of friction.
Set clear adjustment governance
Define the reasons, limits, and evidence required for Rivo point changes, plus the cases that should reach a loyalty specialist. Test balance explanations and adjustment confirmations across representative histories. Strong controls let Yuma act quickly while preserving trust in the rewards program.
Connect loyalty service to commerce
Use Rivo with Yuma Support AI and Shopify to link points, member context, purchases, and customer resolutions. Faster loyalty help can turn a balance question into a positive reminder of the value the member has built with your brand over time. It also shows loyalty leaders which balance questions repeatedly interrupt the member journey.
