Certainly! Here’s a detailed section outlining SayPro’s Customer Support Procedures for competition participants, specifically focused on helping with the registration process.
SayPro Design Competition 2025
Customer Support Guidelines for Registration Assistance
Objective
To provide clear, prompt, and helpful support to all participants during the registration phase of the SayPro Design Competition, ensuring a smooth onboarding experience and reducing entry barriers.
1. Support Channels
Participants can contact SayPro support through the following official channels:
| Channel | Details | Availability |
|---|---|---|
| support@saypro.org | Mon–Fri, 9:00–18:00 GMT | |
| Live Chat | Via official website at www.saypro.org | Mon–Fri, 10:00–17:00 GMT |
| Phone Support | +1 (800) 123-4567 (Toll-free) | Mon–Fri, 10:00–16:00 GMT |
| WhatsApp Support | +27 600 123 456 | Mon–Sat, 9:00–20:00 GMT |
| Help Center/FAQ | saypro.org/help | 24/7 Access |
2. Common Registration Queries Supported
Support staff are trained to handle the following registration-related issues:
- Difficulty accessing or navigating the online registration portal
- Forgotten username or password
- Email confirmation not received
- Problems uploading design files or documents
- Clarification of registration requirements (e.g. team size, eligibility)
- How to edit or update a submitted registration
- Deadline confirmation and time zone support
- Language support (English, Afrikaans, isiZulu)
- Payment or entry fee issues (if applicable)
3. Response Time Guidelines
| Query Type | Response Time Target |
|---|---|
| Within 24 hours | |
| Live Chat | Immediate (average < 5 min) |
| WhatsApp Message | Within 2 hours |
| Phone Call | Immediate during hours |
4. Support Team Protocols
- Empathy and Clarity: All responses must be polite, clear, and solution-oriented.
- Technical Support Escalation: If an issue is technical (e.g., system error), escalate to IT support within 1 hour.
- Follow-Up: Every unresolved query must receive a follow-up within 24 hours.
- Multilingual Support: Use internal translation resources or assign multilingual staff where necessary.
- Documentation: All queries and their resolutions must be logged in the internal CRM system for quality control.
5. Proactive Support Measures
- Weekly Q&A Webinars: Conducted every Friday at 14:00 GMT for live registration assistance.
- Tutorial Videos: Step-by-step guide videos available on the registration page.
- Interactive FAQ Section: Continuously updated based on common user questions.
- Registration Guide PDF: Available for download and distributed via email after initial signup.
6. Feedback and Improvement
Participants will be invited to rate their support experience through a short survey after each resolved ticket. Feedback will be used for service improvement and staff training.