Toki Loyalty Program & Rewards

We set up our loyalty program on Toki this October, and Jason has been with us since day one. The first time I opened the chat, he got on an onboarding call with me that same afternoon. He set up our tiers and earn rates himself and hand-backfilled points for our past customers, so they found points waiting for them when we launched.

The week before launch, I sent him a list of edge cases, and he and his team fixed them almost as fast as I could find them:

- Tiers counted spend before refunds, so they fixed that and recalculated everyone
- A timing issue paid some orders at the next tier’s rate, so they fixed that too
- A new customer whose first order crossed a tier got the higher rate. He found the cause that night and his developer fixed it the next morning
- Rewards now stay visible at 0 points, so members can see what they’re working toward. This went live the same day I asked

Their Omnisend integration got a lot of work too:

- Added the balance to the points-spent event
- Stopped duplicate properties
- Switched balances to numbers so I can build segments
- Sent the expiry date as a real date
- Backfilled every member

Since launch, they’ve added a closing animation for the wallet, exact decimal earn rates, a setting to show amounts in the shopper’s own currency, and custom code for free gift rewards, which his colleague wrote for us.

Most replies came the same day, sometimes within the hour. When something didn’t work on my end, he tested it himself and showed me what to change. It feels like working with a partner, not a support queue.

Thank you Jason and the Toki team!

We are thrilled with Toki, and I honestly can’t say enough good things about it. The product is excellent, and the customer service is truly top tier.

Our brick and mortar setup is really complicated, with multiple moving parts, and the Toki team met it head on. They worked hand in hand with us to connect all of our data from our stores, and they walked us through every detail we needed to build out our loyalty program. Whenever we had a question, they were right there with a clear answer and a plan. It felt like having an extension of our own team.

At this point, it seems like there is nothing they can’t do. Every request we brought to them, they made happen.

Toki is hands down the best loyalty app out there. If you want a product you can count on and a team that truly cares, I highly recommend Toki.

We love using Toki for our loyalty program — the platform is intuitive and easy to implement, and the team behind it has been an absolute pleasure to work with. We recently gave our entire loyalty program a refresh, and thanks to Toki, we were able to bring every piece of our vision to life. Since then, we've seen a remarkable increase in loyalty members, and we couldn't be more excited to keep growing our program alongside the Toki team.