SayPro Monthly March SCMR-5 SayPro Monthly Classified User Communication: Enable direct messaging between users and admins by SayPro Classified Office under SayPro Marketing Royalty
Purpose of This Document
This document outlines the official SayPro Admin Messaging Guidelines for all communications between SayPro Classifieds administrators and classified ad users. The purpose is to ensure consistency, professionalism, and efficiency in all messages, aligning with SayPro’s brand tone and customer service values. These guidelines support the implementation of direct messaging between users and admins as outlined in SCMR-5.
Section 1: General Messaging Principles
- Clarity and Simplicity
- Use clear, simple language that is easy for all users to understand.
- Avoid jargon, technical terms, or abbreviations unless necessary and defined.
- Professional Yet Friendly Tone
- Maintain a tone that is respectful, approachable, and warm.
- Avoid sounding robotic or overly formal.
- Greet users by their name whenever possible.
- Empathy and Support
- Acknowledge the user’s concern before addressing the solution.
- Show understanding of the user’s situation, especially in cases of complaints or issues.
- Consistency in Replies
- Use SayPro-approved templates or standard phrases where applicable.
- Always check and follow up on previous communication threads.
Section 2: Message Format Standards
Every admin message must include the following structure:
2.1 Greeting
Example:
- “Hello [User’s Name],”
- “Good day [User’s Name],”
2.2 Context or Reference
Acknowledge the nature of the message:
- “Thank you for reaching out regarding your ad submission…”
- “We have received your request to update the category of your listing…”
2.3 Clear Response or Action
Be direct and helpful in providing next steps or resolution:
- “We’ve updated your ad category to [New Category].”
- “Please note, your ad will expire in 3 days. You can renew it from your dashboard.”
2.4 Closing and Support Offer
- “Let us know if you need further help.”
- “Feel free to contact us anytime through this platform.”
- “Warm regards, The SayPro Classifieds Team”
Section 3: Response Time Expectations
| Message Type | Expected Response Time |
|---|---|
| General Inquiry | Within 12 hours |
| Ad Posting or Technical Issue | Within 6 hours |
| Complaints or Disputes | Immediate acknowledgment + 24h resolution |
| Feedback or Suggestions | Within 48 hours |
Section 4: Messaging Channels
All communications must occur through SayPro’s built-in direct messaging system under the SayPro Classified platform unless escalated via email or support tickets.
Admins must:
- Check the system inbox twice daily.
- Mark completed queries as “Resolved.”
- Escalate unresolved technical issues to the IT support team within 12 hours.
Section 5: Documented Message Templates
5.1 – Welcome Message
pgsqlCopyEditHello [User Name],
Welcome to SayPro Classifieds! We’re excited to have you on board.
If you have any questions or need help setting up your ads, feel free to message us directly through this platform.
Warm regards,
SayPro Classifieds Team
5.2 – Ad Approved Message
pgsqlCopyEditHi [User Name],
Great news! Your ad titled “[Ad Title]” has been approved and is now live.
You can view it here: [Ad Link]
Let us know if you’d like to make changes or promote it further.
Cheers,
SayPro Classifieds Team
5.3 – Ad Issue Notification
pgsqlCopyEditHello [User Name],
We’ve noticed an issue with your recent submission: [Ad Title].
Issue: [Brief Description]
Kindly update or correct the ad content within 48 hours to avoid removal.
We’re here to help if you need support.
Thank you,
SayPro Classifieds Team
Section 6: Admin Conduct & Escalation Protocol
- Admins must avoid confrontational language.
- Any aggressive or abusive language from users must be flagged and forwarded to SayPro Legal Team.
- In unresolved or high-risk cases, escalate the conversation to SayPro Classified Office Escalation Email with a subject prefix: “URGENT: User Dispute – [User Name]”.
Section 7: Performance & Quality Reviews
- Admin communication is audited monthly as part of the SCMR Monthly Review Process.
- Feedback will be shared privately with individual admins.
- Outstanding performance may be acknowledged in internal marketing updates or bonus assessments under SayPro Marketing Royalty.
Section 8: Documents Required from Employees for Messaging Roles
Before assigning any admin to the messaging role, the following must be submitted to SayPro HR and Classified Office:
- Proof of Identity (National ID / Passport)
- Signed NDA and Code of Conduct Agreement
- Messaging Training Certificate (Internal)
- Previous Experience Summary (Customer Service or Community Management)
- Two Written Message Samples (Real or Mock)
Final Note
This guideline ensures a high standard of communication between our team and the SayPro community. By following these principles, we build trust, engagement, and a better user experience.