SayPro Provide technical support for virtual attendees, handling issues related to streaming, platform access, and interactive features like Q&A or polling.

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✅ SayPro Virtual Event Technical Support Plan

🎯 Objectives

• Ensure uninterrupted access to the event for all virtual attendees.
• Provide real-time assistance for login, audio/video issues, and navigation.
• Manage Q&A, live polling, and other interactive features efficiently.
• Create a reliable backup and escalation system to resolve technical issues quickly.

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🧩 1. Pre-Event Technical Preparation

🛠️ Platform Selection & Setup

• Preferred Platforms: Zoom Webinar / Microsoft Teams / Hopin / Whova / Webex
• Features required:
  • Stable HD streaming
  • Live Q&A + moderation tools
  • Polling features
  • Chatbox for attendees
  • Breakout rooms (optional)
  • Mobile and desktop compatibility
  • Accessibility features (e.g., closed captions)

🔒 Access Management

• Unique join links per user or registration-based access
• Reminder emails 48 hrs, 24 hrs, and 1 hr before event with:
  • Access links
  • Platform instructions
  • Tech support contact

📄 Technical Readiness Guide for Attendees

• Pre-event PDF/email checklist:
  • Internet requirements (min. 5 Mbps)
  • Supported browsers/devices
  • Tips for avoiding common issues (mute/unmute, screen freezing, etc.)
  • Troubleshooting FAQ
  • Contact info for live support

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👩🏽‍💻 2. Live Technical Support Team

👥 Team Structure

Role	Responsibility
Tech Lead	Overall coordination of the virtual environment
Platform Operator	Controls screen sharing, polls, transitions
Help Desk Agents (2–3)	Respond to individual attendee tech issues
Q&A Moderator	Filters and manages audience questions
Poll Coordinator	Launches, monitors, and shares poll results

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📞 Live Support Channels

Channel	Details
Live Chat Support	Embedded on event platform or external tool (e.g., Intercom, WhatsApp Business)
Hotline Phone Number	Temporary event support line
Email Support	Dedicated inbox (e.g., support@saypro.org) monitored in real-time
Zoom Help Room	Open breakout room for live walk-ins who need help

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🔴 3. During the Event: Technical Execution

🔗 Access & Entry Monitoring

• Ensure entry links are working 15–30 min before start
• Allow early access for attendees to test sound/video
• Live announcements via chatbox: “If you’re having issues, visit the Help Room here: [Link]”

🎦 Streaming & Presentation

• Ensure all speaker devices are tested prior (tech run-through at least 1–2 days before event)
• Keep a backup moderator to switch screens if a presenter has issues
• Monitor bandwidth and recording in real time

💬 Interactive Features Management

A. Live Q&A

• Q&A tool embedded or via Zoom/Webex/Slido
• Questions filtered and queued by moderator
• Approved questions pushed live or answered in chat
• Speakers guided on when/how to respond

B. Live Polling

• Scheduled at key points in the event
• Poll Coordinator launches poll (on screen or app-based)
• Display results in real time with commentary
• Troubleshoot if users don’t see the poll due to device/browser

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🔁 4. Post-Event Support

📩 Issue Follow-Up

• Any unresolved technical issues followed up within 24 hours
• Apologize for inconvenience, provide link to video replay
• Collect feedback via a post-event tech experience survey

📼 Access to Content

• Share video replay and transcript for those who had access issues
• Include downloadable copies of presentation slides, polls, and Q&A highlights

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📊 5. Reporting & Debrief

Element	Description
Technical Issue Log	Document type of issues, frequency, and resolution times
User Feedback Summary	Comments from survey or emails about tech experience
Lessons Learned	What to improve for future events (platform, staff, training)
Platform Analytics	Drop-off rates, device/browser usage, polling engagement

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📎 Sample Pre-Event Email (Tech Focused)

Subject: Get Ready for SayPro’s Virtual Outcome Reporting Event

Body:

Hi [Name],

We’re excited to welcome you to the SayPro Outcome Reporting Event 2025!

Here are a few things to check before the event:

📡 Use a strong internet connection (min 5 Mbps)  
💻 Supported browsers: Chrome, Firefox, Edge  
🎧 Use headphones for best audio quality  
🔗 Join here: [Event Link]  
📞 Need help? Contact us:
   - WhatsApp: +[Phone Number]
   - Email: support@saypro.org
   - Live Help Room: [Zoom Link]

We’ll open the event room 30 minutes early so you can test your setup.

Looking forward to seeing you online!

— SayPro Events Team

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