Certainly! Below is a detailed plan for how SayPro can provide effective assistance to participants who encounter issues with submission during a competition or program. This includes support channels, response procedures, types of issues covered, escalation steps, and communication best practices.
SayPro Participant Support Plan: Submission Assistance
Objective
To ensure that all participants can successfully submit their entries by providing timely, clear, and accessible support for any technical or procedural issues encountered during the submission process.
1. Common Submission Issues Participants May Encounter
| Issue Type | Examples |
|---|---|
| Technical Glitches | Website not loading, error during upload, form not submitting |
| File Format Errors | Incorrect file types, unsupported file extensions, oversized files |
| Incomplete Submission | Missing required fields or attachments |
| Login/Account Issues | Forgot password, login failure, email verification not received |
| Deadline Confusion | Uncertainty about time zone or submission cut-off |
| Language or Accessibility Barriers | Participants unclear about instructions or unable to use digital tools |
| Duplicate or Accidental Submissions | Sent multiple entries or wrong version uploaded |
2. Support Channels Available to Participants
| Channel | Details | Availability |
|---|---|---|
| Email Support | support@saypro.org | 24/7 (responses within 24 hrs) |
| Live Chat | Via www.saypro.org (bottom-right corner) | Mon–Fri, 9:00–18:00 GMT |
| WhatsApp Help Desk | +27 600 123 456 | Mon–Sat, 9:00–20:00 GMT |
| Phone Support | +1 (800) 123-4567 (international toll-free) | Mon–Fri, 10:00–16:00 GMT |
| Submission FAQ Portal | www.saypro.org/help/submission | 24/7 access |
3. Support Response Protocol
Step-by-Step Resolution Process
- Acknowledge Receipt
- Auto-response or manual confirmation within 1 hour for live support, 24 hours via email.
- Diagnose the Issue
- Identify if it’s a technical issue, user error, format confusion, or account-related.
- Provide a Clear Solution
- Send a step-by-step guide, screenshots, or video tutorials as needed.
- Offer to walk the participant through the process via call or live screen-sharing session (if necessary).
- Verify Resolution
- Ask participant to confirm whether the issue is resolved.
- Offer to review the final submission on their behalf (optional service for accessibility cases).
- Follow-Up
- Send a brief follow-up email thanking them and confirming successful submission.
4. Escalation Procedures
| Issue Severity | Escalation Step |
|---|---|
| Technical/System Failure | Escalate to IT team immediately via internal ticket system |
| Repeated Submission Errors | Flag for manual override or support-assisted submission |
| Deadline-Critical Issues | Prioritize and offer one-time grace period (up to 24 hrs if valid) |
| Accessibility Needs | Refer to accessibility support officer or assign personalized help |
5. Communication Guidelines
- Tone: Friendly, respectful, and reassuring. Avoid technical jargon unless necessary.
- Clarity: Use bullet points and numbered steps when explaining solutions.
- Languages Available: Offer support in English, Afrikaans, and isiZulu.
- Confidentiality: Ensure all user data and submissions are handled securely.
6. Preventive Measures and Participant Education
- Pre-Submission Checklist: Provide all participants with a downloadable checklist before they attempt submission.
- Tutorial Videos: Short videos on how to format, save, and submit entries correctly.
- Live Demo Sessions: Weekly live sessions to guide participants through submission.
- “Test Submission” Window: Allow users to upload a trial version and get automated feedback.
7. Backup Submission Option
In rare cases where a participant cannot use the portal:
- Offer an emergency email submission option:
➤ Email: submit@saypro.org
➤ Subject Line: “Manual Submission – [Full Name] – [Category]”
➤ Include full submission package with required details
8. Feedback and Improvement
After the competition ends, SayPro will:
- Send out a Support Experience Survey to all participants.
- Analyze common issues and improve the platform or instructions accordingly.
- Recognize high-performing support staff or ambassadors who helped resolve issues.