Start Texting Your Customers with These 3 Steps

So, your company signed up for Sonar so you can connect with your customers through mobile messaging. Text and FB messaging can be more effective (98% read rates) and efficient (one agent can help 50+ customers at once) means of communication compared to phone, email or chat.  

textsms

However, how and where should your company start? Here are some tips to start with:

1. Inform your customers

Notify your customers that they can start communicating with your company via text message. Promote your new Sonar phone number in areas where you’re already communicating with your customers, through blogs, email or in-person.

Continue reading

Share this:

4 Ways to Build a World-Class Customer Experience Through Mobile Messaging

Customer Service

It’s been 40 minutes and you’ve repeated yourself on the phone three times to three different people before realizing you’ve been rerouted to the Philippines. Mahal Kita.

Great customer experiences are a way of life and intrinsic to your brand’s DNA. It’s not a project or department – every individual in your organization is in the business of CX.

Customers ask us all the time how to conduct customer service over mobile messaging. It’s a brand new channel of communication for most businesses, and we have the experience to help you win.

Here are 4 ways to help you build world-class customer relationships over mobile messaging channels:

1. Be Personal  

It’s 6 times more expensive to acquire a new customer than it is to keep a current one (IPSOS Loyalty). That’s why it’s important to build personal, friendly relationships with your customers.

Continue reading

Share this:

Artificial Intelligence Bots are on the Brink of Something Big

AI Article

It’s a familiar voice we all know far too well. 

“If you know the extension of the person you would like to reach, you may dial it at any time. Press 0 to speak with a representative. For all other callers, please listen to the following options: for account information press 1, for questions about a product you purchased press 2, for…”

The experience is a nightmare. It’s 2016 and messaging is evolving as the next platform for conversational commerce. Not only is texting useful and practical, it is also the most personal form of digital communication.

Right now, there are nearly 7 billion people with mobile phones in hand, totaling about 95.5% of the world’s population. With an open rate of 98% for SMS messages, Silicon Valley investors are finding it hard to ignore the space. What once drew headline conversations for “cloud” or “cloud-based services” is now being replaced by buzzwords like “artificial intelligence” “messenger” and “chat bots.”

So what does artificial intelligence mean for mobile messaging, and how can the technology benefit your business?

Continue reading

Share this:

ECommerce and SMS: A Case Study of Bohemian Guitars

Let’s talk about Bohemian Guitars: bImage of Bohemian Guitareautiful, resonant, unconventionally artistic guitars made of oil cans that are one of Indiegogo’s hottest campaigns right now. Born three years ago as Adam and Shaun‘s basement project, the company has become a full-scale manufacturing operation. Behind this growth is strong demand and behind the amazing sales conversion metrics is SMS.

Shaun Lee, co-founder of Bohemian Guitars
Shaun Lee, co-founder of Bohemian Guitars

Last week, I spoke to Shaun Lee, co-founder and Chief Manufacturing Officer of Bohemian Guitars. I asked him what inspired the idea of closing sales over text. Continue reading

Share this:

How to use 2-way text-messaging to become a leader in Hotel Concierge services

There’s a great article by Holly Stiel called The Ingredients for a Great Concierge. There has also been much news lately about large hotels texting: the Marriott and Hyatt embracing text messaging. Let’s talk about how you can take advantage of text messaging to get ahead of the pack.

But first, why – why should you be texting?
Because more than 90% of people between 30 and 50 send texts on a regular basis. If they can text you, then they probably will. In many situations, sending a text is far more convenient – late at night when people are sleeping, and when it’s too noisy to talk on the phone.
Continue reading

Share this:

Introducing Sonar 2.0

figure_one

Conversational interfaces (mobile messaging platforms) are the future of how companies will communicate with customers. This is why we started Sonar and this is where the world is heading. Most mobile messaging platforms are not quite there yet, but SMS in its’ beautiful simplicity is a great channel to offer this interface to customers (Facebook Messenger is almost there). If you aren’t already offering a way for your customers to reach you over SMS or other mobile messaging platforms, what are you waiting for?
Continue reading

Share this:
Taylor Wang, COO, Mayvenn

How Mayvenn Grew Its Community Using SMS

Mayvenn Is Killing It Because of Community

Today was a big day for Sonar’s first customer, Mayvenn, a startup that reinvented the distribution channel for hair extensions by allowing hair stylists to sell hair directly to their customers. MayvennMayvenn announced an Andreessen Horowitz led $10mm round of fundraising (including celebs like Serena Williams and Jimmy Iovine), revenue figures in the tens of millions, a community of 30,000 hair stylists, and an order of magnitude more direct customers.

Yesterday, we asked Mayvenn’s COO, Taylor Wang, for the secrets of Mayvenn’s success. His response— community. “Mayvenn is a multi-directional community. We share with our community, they share with us, and they share with each other. To keep the conversation going, we use images, video and SMS.”
Continue reading

Share this:

Text First Services – Part 1: The text-only revolution and why you need to pay attention

This is my first article in a series of articles on text-first services.

tldr; SMS and Text Messaging is experiencing a resurgence like you’ve never seen and you should get with it because you’re going to love every minute (it will do your business goood).

A few things have been going on over the past fifteen years — the internet has gotten more mature, computers have gotten faster, phones have gotten smarter, and the challenges for businesses have been mostly the same: customer onboarding, service, and retention. To this end, many build their business around web-apps, and others create smart phone apps. While these solutions are great for some businesses, they are costly investments for others. So, what if you could provide high-quality, high-touch customer-service in a cost-effective and reliable way?
Continue reading

Share this:

6 Reasons Your SMS Strategy Is Failing

SMS has been in tech news a lot lately. Companies are being built as “invisible apps” (a phrase that I heard from Ryan Hoover), which basically means using SMS for all communication and transactions, replacing any need to visit a website or download an app. Obviously, we’re very excited about this trend at Sonar.

However, even with these shining examples of how to use SMS properly to increase engagement, conversions, and customer satisfaction, there are still plenty of examples of companies that are doing things wrong.

Here are 6 ways your company’s SMS strategy is failing:giphy

Not Informing Customers

You’re an awesome company because you’re using SMS to drive engagement, but you’re failing because your customers don’t actually know that you allow them to text message you! Your customers can’t just guess what your SMS-enabled phone number is, you have to tell them!
Continue reading

Share this:

How we improved communication, morale, and focus on our team with a better weekly meeting

tl;dr: We spend a few minutes every Monday morning talking about what happened the previous week, where we are now, and what we’re planning to accomplish this week. We do this together in a single document, which all team-members contribute to and read. Unlike stand-up meetings, which are valuable for some and pointless for others, often pressure-filled and competitive chores for others, our approach has proven to be valuable for all team members.
Continue reading

Share this: