Inside Giftbit: Turning Digital Rewards into Real Results

📌 TL;DR 

💡 Focus on the recipient experience 
💡 Operational excellence and flexible support is essential
💡 Use data to drive improvement and ROI 
💡 Pick a true partner to collaborate with you

At Giftbit we don't just help customers send digital rewards, we help them create experiences that feel thoughtful, seamless and truly valuable. 
 
🎥 Watch my full interview where I share my approach to customer success. 

The right incentives are powerful. When used with intention, they can turn a disengaged user into a brand advocate, help a team feel appreciated, or spark meaningful action at scale.

But to be effective, a reward program has to be more than just a transaction. It has to be thoughtfully designed around people.

At Giftbit, my role as Head of Customer Success means I get a front-row seat to how organizations of all shapes and sizes use digital rewards to create impact. I work closely with our customers to help them launch programs that don’t just “work,” they scale, delight, and drive long-term value. Here’s what we’ve learned.

One size doesn't fit all, and that's kind of the point

Some of our customers need very little from us. Our platform is designed to be intuitive, so many teams are able to jump right in and start sending rewards without much hand-holding. For these users, our Help Center articles and Live Chat are often all they need to get started and stay successful.

Other clients need more partnership, and that’s where our strategic support comes in. We often kick things off with a planning call to talk through campaign goals, audience nuances, and technical questions—especially if they're integrating with our gift card API or targeting a complex, global audience.

The common thread? Everyone wants to know: How can we create the best possible experience for our recipients?

Start with the experience, not the tool

We often get asked, “How do I make this reward simple and delightful for the people receiving it?” That’s the right place to begin. Whether you're rewarding employees, acquiring new customers, or encouraging participation in a study, the goal should always be to create a smooth, positive experience for the person on the other side.

Sometimes that means giving people as many reward options as possible. Other times, it means curating a smaller, more thoughtful selection that feels personal. It might mean sending rewards immediately through a gift card integration, or crafting a message that adds context and warmth. Every detail matters.

When recipients win, everyone wins

One of my favorite stories comes from a customer who used Giftbit to encourage their app users to complete financial education courses. The users were rewarded for learning something that would help them long-term, the company increased engagement, and we were proud to support a mission-aligned campaign.

That’s the beauty of a well-designed digital rewards program. Everyone involved benefits!

Operational excellence isn't optional

Behind every successful rewards program is a team making sure everything runs smoothly in the background. Some customers send hundreds of rewards every day. When you’re operating at that scale, even a little glitch can affect hundreds of end users. That’s why we put such a strong emphasis on reliability, and why we take every customer signal seriously.

Our team has made it a priority to have intentional conversations, listen to what’s working (and what’s not), and respond quickly with fixes and improvements.

One example: our Recipient Support Team noticed repeated confusion about an email a customer was using. We alerted the customer, they revised the messaging, and the recipient experience improved immediately. That kind of behind-the-scenes partnership makes a big difference.

Always on the clock! Working through a customer query here during a working lunch with my colleague and Giftbit CX and Self-Service Support Manager, Andrew Flaro. 

Reports that help you think ahead

People often ask about how to measure ROI on rewards programs, and the answer really depends. Some customers run surveys and look at response rates. Others track employee engagement metrics over time. Marketing teams often compare conversion rates with and without rewards. There’s no one right way, but having clear data makes all the difference.

That’s why our reporting tools provide important insights. You can see redemption rates, most-used brands, average values, delivery success, and even how much of your reward budget went unclaimed. This information tells you what’s working and where there’s room to improve.

We’re also very transparent about breakage and discounts, unlike most gift card providers. We think you should always know exactly where your money is going and how your programs are performing. That transparency builds trust, and trust helps you make smarter decisions.

Make it work for your budget too

Another thing I love helping customers with is getting the most out of their budgets. 

For example, if you’re running a campaign where rewards are used as a sign-up incentive, we often suggest adding a claim-by date. That way, if someone doesn’t redeem the reward, the funds come back to your account and can be used for your next initiative.

This approach helps stretch your budget without cutting corners. It also introduces a gentle urgency that can drive better engagement.

And of course, if you qualify for discounts based on volume or reward type, we’ll help you understand exactly what you’re getting. We want you to feel confident that your budget is being used in the most efficient and impactful way possible.

Let programs grow at their own pace

Our customers range from small startups to large enterprises, and the way they use Giftbit reflects that variety. Some dive right into the platform and start sending rewards on their own—they literally might just need a few minutes to set things up. Others want more hands-on support, especially for programs that are more complex or that involve multiple teams or tools.

We offer Help Center articles, chat support, and AI-powered assistance for teams that prefer to move quickly and independently. But for customers who need it, we also offer kickoff calls, onboarding walkthroughs, and ongoing strategy check-ins. There’s no one-size-fits-all, and we wouldn’t want it any other way.

A customer might start with U.S. rewards only, and then ask how to expand to Mexico, Australia, or the Philippines as their team grows. We love those conversations, because they’re a sign that the program is working and needs to evolve. That’s where we shine.

More than a platform, we're a partner.

More than anything, I want customers to know this: we care.

At every stage of the customer journey, we take our role seriously. From that first onboarding call to those deeper strategy sessions, we care about our customers’ goals, and we’re invested in helping them succeed.

We see ourselves as a collaborative partner. That means thinking about what success looks like for you, and helping you get there. It means listening to feedback, sharing what we’ve learned, and continually improving the experience for everyone involved. With Giftbit you’re choosing a team that will show up, solve problems, and scale with you.

Because at the end of the day, great reward programs don’t just drive outcomes—they build connections. And that’s what we’re here to do, too.

Feel free to leave a comment on my video and connect with me on LinkedIn.