SayPro Plan: Providing Customer Support for Registration Issues and Attendee Inquiries

1. Establish Dedicated Customer Support Channels

Multiple Access Points

• Email Support: A dedicated support email address for registration queries.
• Phone Support: A hotline or phone number staffed during registration hours for real-time assistance.
• Live Chat: Instant messaging support via the event website or registration platform.
• Helpdesk/Ticketing System: For tracking issues, escalating complex cases, and follow-up.

Clear Communication of Support Availability

• Publish support contact details prominently on registration pages, event websites, and confirmation emails.
• Specify support hours and expected response times.

2. Prepare Support Staff and Resources

Training

• Train customer support agents on the registration platform, common issues, event details, and troubleshooting steps.
• Provide scripts and FAQs to ensure consistent and accurate information delivery.

Resource Library

• Develop a comprehensive FAQ covering:
  • How to register and complete payment
  • Login credential retrieval
  • Switching attendance modes (virtual/in-person)
  • Troubleshooting technical issues (browser compatibility, error messages)
  • Refund and cancellation policies
• Prepare step-by-step guides and video tutorials for self-help.

3. Handling Registration Issues

Common Issues and Solutions

• Forgotten Password or Login Details:
  • Guide attendees through password reset processes.
  • Verify identity for account recovery securely.
• Payment Failures or Errors:
  • Check payment status in the system and confirm transactions.
  • Advise attendees on retrying payment or alternative payment methods.
• Form Submission Errors:
  • Assist with correcting form fields and resubmitting.
  • Verify attendee data for completeness and accuracy.
• Capacity or Waitlist Questions:
  • Explain waitlist procedures and notify attendees of status updates.
• Changing Registration Details:
  • Process requests to update attendee information or switch attendance types.

Timely Escalation

• Escalate technical platform issues or complex cases to IT or event managers promptly.
• Keep attendees informed of progress and expected resolution times.

4. Proactive Communication

Automated Responses

• Send instant confirmation emails upon registration.
• Dispatch automatic replies acknowledging receipt of support requests with estimated response times.

Follow-Up

• Reach out to attendees who experienced issues to confirm resolution satisfaction.
• Provide additional assistance if needed to complete registration successfully.

5. Documentation and Feedback

Record Keeping

• Log all support interactions for tracking issue patterns and resolution times.
• Maintain confidentiality and data protection compliance.

Continuous Improvement

• Analyze common registration problems to update FAQs and improve the registration system.
• Collect attendee feedback on support quality for service enhancements.

6. During and After the Event

Ongoing Support

• Continue support services during the event for access issues or last-minute registration changes.
• Provide clear guidance for technical troubleshooting on event day.

Post-Event Assistance

• Address questions about recordings, certificates, or future events.
• Thank attendees for their participation and encourage feedback.

Summary Checklist

This structured approach enables SayPro to provide responsive, knowledgeable, and empathetic customer support, minimizing attendee frustration and enhancing overall event satisfaction.