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SayPro Customer Support Team
Email: info@saypro.online Call/WhatsApp: + 27 84 313 7407
SayPro is a Global Solutions Provider working with Individuals, Governments, Corporate Businesses, Municipalities, International Institutions. SayPro works across various Industries, Sectors providing wide range of solutions.
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.
- Have a support team available via email, live chat, or phone to address technical issues like:
- 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.
- Neftaly Malatjie | CEO | SayPro
- Email: info@saypro.online
- Call: + 27 84 313 7407
- Website: www.saypro.online
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