SayPro Customer Support Team

1. Pre-Event Support

1.1 Welcoming Participants

• Send personalized confirmation emails to participants with:
  • Event details (date, time, format, and agenda).
  • Access information (links for webinars, venue details for in-person events).
  • FAQs covering schedules, training content, and preparation tips.

1.2 Technical Guidance

• Assist with setup and access:
  • Provide step-by-step instructions for logging into webinar platforms.
  • Ensure participants know how to access materials (e.g., shared folders, learning management systems).
• Offer tech troubleshooting guides for common issues like:
  • Resetting passwords.
  • Adjusting audio/video settings.
  • Fixing browser compatibility problems.

1.3 Readiness Check

• Conduct reminder outreach a few days before the event:
  • Confirm participation and answer pending questions.
  • Share contact details for real-time assistance during the event.

2. During the Event

2.1 Real-Time Assistance

• Dedicated Help Desk:
  • Have a support team available via email, live chat, or phone to address technical issues like:
    • Difficulty joining the webinar or event.
    • Audio/visual glitches during sessions.
  • Ensure quick resolution of any login or access issues.
• Session Moderation:
  • Assign support staff to monitor Q&A sections and address non-content-related inquiries in real time (e.g., “Where can I download slides?”).

2.2 Common Queries

• Assist participants with:
  • Clarifying session schedules or updates (e.g., breakout room assignments).
  • Directing them to downloadable training resources.
  • Resolving issues with polls, quizzes, or group activity tools.

2.3 Contingency Planning

• Record all sessions so participants who face access issues can review the content later.
• Have backups for essential materials, such as PDFs or offline versions of key resources, to distribute as needed.

3. Post-Event Follow-Up

3.1 Feedback Collection

• Send a follow-up email thanking participants for attending and providing:
  • A link to a feedback form.
  • Any additional materials discussed during the sessions.
  • Recordings of the webinars (if applicable).

3.2 Ongoing Support

• Address post-event queries, such as:
  • How to obtain certificates of completion.
  • Accessing the recorded sessions or supplementary materials.
• Create a support ticketing system to track and efficiently resolve requests.

3.3 Documentation

• Maintain logs of common queries and issues faced by participants to:
  • Refine future communication materials (e.g., FAQs).
  • Improve training delivery and customer support processes.

By combining proactive communication, real-time assistance, and post-event follow-up, the Customer Support Team ensures participants have a seamless and productive experience from start to finish.