Using Automated Text Message Follow-Ups to Increase Engagement

Sonar’s platform already helps partners increase engagement from 20% to 70% by using mobile messaging (read our case study). Now with our new Follow-Ups feature, you can schedule an automated series of events to help keep those personal, one-to-one conversations going.

What can it do?

Sonar’s Follow-Ups can help maintain consistent engagement when communicating with your contacts.  Follow-Ups have been an incredibly successful mechanism to remind our partners to take specific actions along their sales and marketing processes. Our recommendation is to use Follow-Ups to remind your contacts to take specific actions along your process. For lead qualification, this could mean asking for them to provide answers to your questions. For closing, this could include reminding someone to review and execute a contract on their end.

Want to keep your branding top-of-mind? Follow-Ups can also be used for sending drip-campaigns to highly-targeted segments of your customers. For Sonar partners using our Campaigns feature, Follow-Ups can be added directly as part of a campaign sequence (found under the Settings tab).

How does it work?

Follow-Ups work by using a series of scheduled events and triggers. They are highly customizable based on your needs, whether you want a single follow-up or something more complex involving multiple steps and timeframes.

Follow-Ups can be found on the Sonar Dashboard. Simply click ‘Schedule Follow-Ups’ to open the Follow-Ups Manager, set up the details for your desired sequence, and when a customer replies, the sequence will automatically halt and opt-out of the remaining series. 

Follow-Up Success Stories

In the real estate space, we found that during the lead qualification process, Follow-Ups were able to double the engagement at the top of the funnel and lead to a 50% increase in conversions.

For our travel partners, they have seen similar increases in response rate going from ~30% response rate on campaigns to close to ~60% response rate.

There are so many great use cases for Follow-Ups. Let us know how you use it!

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Sonar + Zendesk: Mass Message And Chat With Your Customers In Zendesk

Sonar Zendesk Integration

At Sonar, we’ve many seen companies successfully onboard, activate, and convert their customers through mobile communication channels such as SMS and Facebook Messenger.

Today, we’re giving companies an efficient way to manage their entire communication workflow through our integration with Zendesk — the helpdesk software solution for over 94,000 companies worldwide.

What it means for you

Managing customer conversations in multiple platforms is complicated. We believe conversations with your customers should be effortless so that you can give people the same level of service no matter what channel (email, SMS, FB messenger, tickets) they use to contact you.

With our Zendesk integration, you’ll be able to:

  • Manage your mobile messaging channels (SMS/MMS, Facebook Messenger) the same way as you already do with email within Zendesk
  • Have agents work in Zendesk without needing to switch to another app or window to send SMS
  • Automatically create tickets in Zendesk from incoming messages in Sonar
  • Live ticket updating in Zendesk and Sonar (no data discrepancies!)

As a Sonar customer, you can:

  • Send mass messages to your customers with A/B testing capabilities
  • Feel confident in delivering SMS messages with our high deliverability rates
  • Receive regular 1-on-1 mobile messaging strategies and best practices from our experts – we’re here to help you!

Pricing

If you’re currently a Sonar customer on our Accelerate plan – good news, the Zendesk integration is included in your plan!

If you’re not currently a Sonar customer, schedule a demo with us and we’ll custom install our Zendesk Integration to your existing workflow to create the ultimate communication experience for your customers and agents.

 

Sonar

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3 Ways Your Team Can Use SMS to Close More Sales

The art of closing requires that people trust you. The way to build that trust is not by amassing followers on social media, but by listening to your audience, understanding their challenges, and helping them overcome them.

SMS gives you a powerful channel to build trust. It opens a direct 1:1 communication line with your customers, making campaigns at the conversion stage of the customer lifecycle — like re-engagement and sales abandonment — all the more effective.

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How to Warm Customers Up for the Sale Using SMS

Businesses often make the mistake of trying to jump from an initial conversation straight into “closing” the deal with a customer.

The problem is that you still don’t know enough about the person you’re talking to and their business. You have to prove to them the value of your service first, before asking them for money.

In the activation stage of the funnel, you’re nudging customers who have already made first contact with your business toward making a purchase. The key is to not push too hard. Instead, figuring out what customers are looking for, show them the value, and double-down. Your goal isn’t to make one-off sales—it’s to nurture loyal, repeat customers who will keep coming back.

In this article, we’ll take a look at some of the best examples of how companies use SMS to learn more about their audience, form relationships with them, and set the stage for conversion.

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How to Build Stronger Customer Relationships With SMS Onboarding

Most companies view user onboarding as a ‘checklist’ that their customers have to run through. It looks something like this:

✔ Open welcome email
✔ Click link to landing page to create profile
✔ Add credit card information & billing address
✔ etc.

Customers get shuffled between email, a website, and a mobile app—when all they really want is to learn more about what you do. The whole process is riddled with a lot of unecessary steps. During onboarding, you just need to teach people a bit about your service, and get them to come back for more.

Text messaging is a personal and low-friction way of onboarding new users. It gives you a direct line of communication with your audience without asking them to download additional apps, fill out registration forms, or remember complicated passwords.
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2016 Year in Review at Sonar

so·nar /ˈsōˌnär/ – a technique that uses sound waves to navigate, communicate with, or detect objects on or under the surface of the water.

Screen Shot 2017-01-19 at 11.38.41 AM

A look back at what we’ve done in twenty sixteen to help companies better communicate with their customers with mobile messaging channels.
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SMS 101: How to apply messaging along the customer lifecycle

twosms

Whether it’s a message from your Lyft telling you your car is here, or a support notification from Seamless, we’re used to seeing transactional SMS messages. The true potential of SMS, however, isn’t siloing it into your marketing department or support team. It’s extending it across the entire customer lifecycle.
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Announcing the New Sonar Analytics Dashboard to Improve Customer Service

cs_image

We believe communication between businesses and customers should be personal, quick, and responsive. Businesses should know who their customers are and understand their history of interactions. Customers want to communicate with agents who are knowledgeable and can help them to resolve their problem or request.

It takes 12 positive experiences to make up for one unresolved negative experience (Business Intelligence, 2016). For 78% of customers, competent service representatives lead to a happy customer experience and for another 38% it’s personalization (Genesys Global Survey, 2009). Due to poor customer service, businesses are losing $62 billion per year, up  $20 billion since 2013 (NewVoice Media, 2016).

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SonarCast #1: Chris Messina Discusses the Future of Messaging

“Messaging allows computing to go with us wherever we are and interact with services in an asynchronous way” – Chris Messina

Matthew Berman, CEO of Sonar, recently sat down with Chris Messina to discuss the future of messaging and bots.

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