SayPro Technical Support Strategy

Providing robust technical support during the Strategic Partnerships for Local Television Stations event is essential to ensure a seamless experience for both in-person and virtual participants. Whether addressing connectivity issues, platform troubleshooting, or hardware malfunctions, the technical support team must be ready to assist quickly and efficiently. This proactive approach ensures that technical difficulties do not disrupt the attendee experience or hinder their ability to access sessions and engage with others.

1. Pre-Event Technical Preparation

Testing and Pre-Event Trials

Platform Testing: Prior to the event, test all virtual event platforms (e.g., Zoom, Hopin, or a custom SayPro platform). This includes testing breakout rooms, live streaming, video and audio functionality, chat features, attendee engagement tools, and session recording capabilities.
Connectivity Check: Ensure that all virtual sessions and in-person venues have high-speed internet access. Test both wired and Wi-Fi connections, as well as backup options in case of connectivity failures.
Hardware and AV Equipment: Test all hardware (laptops, microphones, projectors, cameras, etc.) that will be used for in-person and virtual sessions. Ensure that all software, presentation files, and presentation tools (such as slideshows) are compatible with the equipment.

Technical Support Team Preparation

Dedicated Support Team: Assemble a team of technical support experts who will be responsible for troubleshooting and helping both virtual and in-person attendees. This team should have expertise in the event platform, AV equipment, internet troubleshooting, and user support.
Support Materials: Create a set of FAQs or troubleshooting guides that address common technical issues (e.g., audio problems, video issues, logging in, platform navigation). Share these materials with attendees in advance and have them readily accessible during the event.
Training for Team: Train the support team to handle all potential issues and ensure they can answer questions related to both virtual and physical event elements. They should be ready to offer real-time assistance via multiple channels (email, phone, live chat).

2. Event Day: Technical Support for Attendees

On-Site Support (In-Person)

Tech Help Desk: Set up a dedicated tech help desk at the event venue, staffed with support personnel who can assist with in-person issues such as AV equipment, registration issues, or session navigation.
AV Support: Have AV technicians on standby to fix any technical glitches with microphones, projectors, screens, or other essential equipment during sessions.
Live Streaming Troubleshooting: In case any virtual attendees experience issues accessing live streaming or hybrid sessions, have technicians monitor and troubleshoot these issues on-site.

Virtual Support

Platform Help Desk: Offer virtual help desks where attendees can contact a support representative via live chat or email for help with platform issues. This could include helping attendees navigate the event platform, access live sessions, or resolve connectivity issues.
Real-Time Troubleshooting: Use a ticketing system (e.g., Zendesk or Eventbrite) to address any real-time virtual technical issues, allowing support staff to track, prioritize, and resolve attendee problems quickly. Ensure that responses are timely to minimize disruptions.
Support Hotline: Provide a dedicated phone number or email address for urgent technical issues that require direct assistance. Ensure that the technical support team is available throughout the event to respond promptly.

Pre-Session Technical Check (For Virtual Participants)

Session Previews: Ensure all speakers and panelists perform a quick technical check before their sessions. This includes checking audio, video, screen sharing capabilities, and internet connection quality.
Virtual Breakout Room Preparation: Test virtual breakout rooms and confirm that moderators are prepared to manage group discussions. Test all technical features (screen sharing, polls, chat, etc.) in advance.

3. Providing Real-Time Support During the Event

Technical Support Channels

Live Chat: Enable live chat support within the event platform, allowing attendees to report technical issues they experience in real-time. The chat should be monitored continuously by the technical support team.
Technical Support Team Roster: Have a team member in every session or virtual room, whether physical or virtual, to monitor for technical issues, provide immediate assistance, and troubleshoot problems that arise.
Escalation Process: Establish a process for escalating major issues (e.g., platform crashes, severe connectivity issues). Ensure that the event manager or a senior technical team member can intervene when necessary.

Issue Resolution Protocols

Troubleshooting Guides: Provide immediate access to guides or step-by-step instructions for common issues (e.g., how to fix microphone issues, reconnect to a session, or resolve audio/video problems).
Technical Support Hotline: Offer a phone number, email, or live chat feature specifically for technical support inquiries. This allows attendees to quickly reach the support team for urgent issues.

Testing and Monitoring

Monitoring Tools: Use technical monitoring tools to track and identify issues in real-time (e.g., session access problems, video/audio issues, or login errors). This will allow the team to address issues proactively.
Session Monitoring: Designate team members to continuously monitor the virtual and hybrid sessions. This includes watching for dropped connections, audio/video malfunctions, or attendees who cannot access content.

4. Technical Support for Networking and Engagement

Networking Platform Support

Matchmaking and Networking Features: Ensure that matchmaking features, virtual business card exchanges, and one-on-one meetings are functioning properly. Offer troubleshooting help if any attendees are having trouble connecting with potential partners.
Breakout Room Assistance: Be on hand to assist with virtual breakout rooms if attendees have trouble joining or navigating them. Have moderators ready to provide technical support if group discussions experience connectivity issues.

Interactive Sessions and Polling

Poll Management: Ensure that interactive features like live polls, Q&A sessions, and chat functions are working smoothly for virtual participants. Provide technical support if participants encounter issues in submitting questions or voting.

5. Post-Event Support and Follow-Up

Post-Event Troubleshooting

Session Recordings: Ensure that recorded sessions are properly uploaded and accessible to attendees after the event. Troubleshoot any access issues, such as broken links or difficulty viewing content.
Feedback Collection: Make sure that post-event surveys or feedback forms are easy to access and functional. Troubleshoot any access issues related to survey platforms.

Attendee Support Continuity

Follow-Up Assistance: Provide continued support after the event for any lingering issues. This could involve answering questions about session recordings, networking platform access, or connecting with specific partners.

6. Technical Support Timeline

Timeline	Activity
Pre-Event (1 Week)	Conduct full technical testing of all virtual and in-person tools and platforms. Train support team.
Day Before Event	Set up on-site and virtual support channels. Test all equipment and event platforms.
Event Day (Morning)	Ensure all tech support systems are running smoothly and verify all AV equipment for in-person sessions.
Event Day (Throughout)	Provide real-time tech support to attendees. Ensure virtual platforms are functioning and provide in-person AV assistance.
Post-Event	Offer follow-up support for session access, content issues, and post-event feedback surveys.

7. Conclusion

By implementing a comprehensive Technical Support Strategy, SayPro can ensure that all attendees, whether virtual or in-person, have a seamless experience during the Strategic Partnerships for Local Television Stations event. With robust support mechanisms in place before, during, and after the event, participants will be able to engage with sessions, network effectively, and resolve any technical issues quickly, allowing them to focus on creating meaningful strategic partnerships.

SayPro Technical Support Strategy