SayPro Provide technical support

1. Pre-Session Preparation

1.1 Test the Platform

• Perform a trial run of the platform (e.g., Zoom, Microsoft Teams) to ensure all features (audio, video, screen sharing) are functioning properly.
• Test compatibility with different devices (desktop, mobile, tablet) and operating systems.

1.2 Distribute Clear Instructions

• Share detailed joining instructions with participants:
  • Platform download and setup guides.
  • Session links, meeting IDs, and access credentials.
  • Step-by-step guides for troubleshooting common issues (e.g., reconnecting audio, enabling video).

1.3 Provide a Technical Requirements Checklist

• Inform participants about:
  • Required bandwidth and internet speed.
  • Recommended devices and browsers for best performance.
  • Necessary software or app installations.

2. Real-Time Support During the Session

2.1 Dedicated Support Team

• Assign a team member as the technical support contact to assist participants in real time.
• Share the contact’s email, phone number, or live chat link for immediate help.

2.2 Address Common Issues

• Audio/Video Troubles:
  • Guide participants on unmuting microphones or adjusting video settings.
  • Offer tips for improving poor internet connectivity (e.g., closing unnecessary apps).
• Access Problems:
  • Assist participants who experience login or password issues.
  • Provide quick re-entry links for those accidentally disconnected.

2.3 Live Monitoring

• Use the platform’s dashboard to monitor participant activity (e.g., login status, audio/video connectivity).
• Resolve issues as they arise, such as admitting latecomers from the waiting room or troubleshooting tools like polls or breakout rooms.

2.4 Record the Session

• Record the session for participants who are unable to join due to unresolved technical difficulties.

3. Post-Session Follow-Up

3.1 Share Resources

• Distribute recordings, slides, or additional materials to participants who faced challenges accessing the live session.
• Provide access to a FAQ or help desk for further support.

3.2 Collect Feedback

• Ask participants to share their technical experience in a post-session survey to identify improvement areas.
• Use the feedback to address recurring issues in future sessions.