SayPro Hosting the Event:Ensure technical support for online events and handle any issues promptly.

SayPro Hosting the Event: Ensure Technical Support for Online Events and Handle Issues Promptly

Objective:
To deliver a seamless and professional online experience during SayPro-hosted events by ensuring robust technical support before, during, and after all sessions. This includes managing platforms, resolving real-time issues, and supporting participants and speakers with their technical needs.

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1. Pre-Event Technical Preparation

Platform Readiness

• Choose a reliable platform such as Zoom, Microsoft Teams, or a dedicated virtual event platform (e.g., Hopin or Whova).
• Perform full system tests a few days before the event, including:
  • Streaming quality
  • Breakout room functionality
  • Screen-sharing, polling, and chat tools
  • Recording features
  • Bandwidth and load capacity

Technical Rehearsals

• Schedule dry runs with all speakers and facilitators to:
  • Test their internet connections, audio/video quality, and backgrounds.
  • Review how to share screens, access presentation tools, and handle audience interactions.
  • Assign co-hosts/moderators for technical backup.

Backups and Contingency Plans

• Prepare contingency protocols such as:
  • Backup meeting links
  • Alternate logins for hosts
  • Pre-recorded sessions in case of presenter drop-off
  • Dedicated support contact (email/chat/phone)

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2. During the Event: Live Technical Support Setup

Technical Support Team Roles

• Session Tech Lead: Oversees overall platform performance and troubleshooting.
• Live Support Agent(s): Manages participant queries via chat or email in real time.
• Moderator: Supports the speaker, monitors Q&A, and relays tech issues.
• Recording Manager: Ensures all sessions are recorded and stored securely.

Participant Support Access

• Provide a clearly visible help option:
  • A live support chatbox in the platform
  • A “Having Technical Issues?” clickable button with contact details
  • Dedicated email or WhatsApp number for urgent queries

Issue Handling Examples

Issue	Resolution
Attendee can’t hear audio	Direct them to check device settings or leave/rejoin
Presenter disconnects	Backup host starts presentation or plays pre-recorded video
Screen sharing fails	Host shares slides on behalf of speaker
Video/audio lags	Reduce resolution, close other tabs, or switch to audio-only
Chat or Q&A disabled	Refresh or re-enable feature from host settings

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3. Technical Documentation and Communication

• Create and distribute technical guides for:
  • Attendees: How to join, use tools, troubleshoot
  • Speakers: Tech requirements, screen sharing, managing Q&A
• Session checklist for hosts/moderators:
  • Is the room open 15 minutes early?
  • Is recording enabled?
  • Are screen-sharing permissions granted?
  • Are backup links and contacts ready?

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4. Post-Event Technical Follow-Up

• Distribute session recordings to registered participants.
• Report any issues encountered (e.g., connection drops, participant lockouts).
• Analyze platform metrics (e.g., session attendance, engagement levels, drop-off points).
• Use feedback surveys to assess satisfaction with technical quality and identify improvement areas.

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Success Indicators

• 95%+ platform uptime and smooth access
• Issue resolution time under 3 minutes
• Positive feedback (4.5+/5) on technical experience
• 100% recording capture and successful replay

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Would you like a checklist or technical runbook template for your support team?