Platform · Data & PDPA
Your customers' data. Your control.
Customer IQ connects to the systems you already run. It reads what it needs to understand each customer, changes nothing behind your back, and keeps your team in charge of every message that goes out. Here is how, plainly, and what to ask us for your legal team.
Six promises. Built into the platform, not added later.
Customer IQ reads your loyalty system to know each member: points, tier, vouchers. It never edits that data directly.
When a customer redeems a voucher or joins in a chat, the change goes through your loyalty system's own controls, the same way your app or counter does it.
Campaigns and offers are matched by the Marketing Brain and sent only when your team approves them.
Your rules hold for every proactive message: quiet hours, a cap on messages per customer, never offering what's out of stock.
Any conversation can go to your team, with the whole chat attached. Customers can ask for a person at any time.
Once your team has a conversation, Pepper stays quiet in it. She never talks over a person.
Pepper suggests the product and sends the link to your own shop. Payment happens there.
Customer IQ holds no card details and is not a second loyalty system. Your systems stay the record.
You decide which actions Pepper may handle by herself and which always go to a person.
Sending proactive messages sits behind a second sign-in step. For brands that want it, member names, phones and emails are masked across the whole admin, for every user.
Customer IQ is hosted, secured, updated and supported by Fireworks, the same team that builds it.
One team is accountable for the platform, the connections and the agent. No hand-offs between vendors.
Connected, not replaced. Your systems stay the record.
The records you already own
- Loyalty: members, points, tiers and vouchers. Read by Customer IQ, changed only through your loyalty system.
- Sales and payments: your POS, e-commerce and payment provider. Pepper links to your shop; she takes no money.
- Your other tools: helpdesk, CRM and inbox keep working as they do today.
What it needs to understand and act
- Customer profiles: what each customer told Pepper and what Customer IQ learned from your systems, so nobody has to repeat themselves.
- Conversations: every chat, so your team can take over with the full history.
- What was offered: each recommendation and its result, so every pick can be explained.
Built for Malaysia's PDPA. The documents come from us, directly.
Your business stays in charge of your customers' data; Fireworks runs Customer IQ for you. The details below depend on your set-up and our agreement with you, so we answer them for your legal team in writing rather than on a web page.
The hosting location for your deployment.
Pepper's replies are written with a third-party AI service. Which one, and where it processes, for your deployment.
Retention and deletion periods for profiles and conversations, and how a customer's data is removed on request.
The contract terms that set out who does what with your customers' data.
What customers see before they join or receive offers, agreed with you during set-up.
Our current security practices and any review your IT team needs to complete.
We do not claim certifications on this page. If your procurement process needs one, ask us what we can provide today.
Questions. What IT directors ask us first.
Does Customer IQ change our loyalty data?
Not directly. It reads your loyalty system to understand each member. Any change, such as redeeming a voucher or signing up a new member in a chat, goes through your loyalty system's own controls, so your system stays the single record.
Can we approve messages before they go out?
Yes. Campaigns and offers go out only when your team approves them, and your rules apply to every proactive message: quiet hours, a cap per customer and no out-of-stock offers. Pepper's replies to a customer who writes in are answered straight away.
Can a customer reach a person?
Always. Pepper hands the conversation to your team with the whole chat attached, and once a person has it, Pepper stays quiet in that conversation.
Does Pepper take payments or card details?
No. Pepper recommends and sends a link to your own shop. Payment happens in your existing checkout.
Is Customer IQ PDPA-compliant?
It is built around the principles above: your systems stay the record, your team approves what goes out, and a person is always available. PDPA compliance also depends on your notices, consent and agreements, so we work through it with your legal team and provide our documents directly. Ask us.
Where is our data hosted?
Customer IQ is hosted and run by Fireworks. Ask us for the hosting location of your deployment.
Bring your IT team. We'll walk them through it.
A demo with your own brand, and a straight answer to every data question on this page.