How to get started using Mobile Messaging in 2019

As Sales, Marketing, and Customer Service teams continue to plan their 2019 strategies we thought it would be helpful to provide a resource for mobile messaging. The goal of this article is to help those new to mobile messaging develop a successful strategy. We also hope to provide some useful tricks for those who have been using text, Facebook Messenger, and other mobile messaging platforms to communicate with their customers and prospects.

Layout the Purpose of Mobile Messaging
Every interaction with your contacts should have a purpose. Every business unit is in charge of some metric or action within the business. Here are some KPIs we have seen working with our partners


  • Engagement Rate
  • Percentage MQL
  • Response Rate


  • MQL to SQL rate
  • Conversation Rate throughout the funnel
  • Time to close


  • Time to respond
  • Time to close a claim
  • Repeat Conversations


  • Time to Hire
  • Time to collect hiring documents
  • Connection Rate

Once you have a clear KPI to track then you can start to evolve your plan around that KPI. From here there are two important questions to ask yourself. What is our ideal customer conversation journey look like them to achieve our KPI? How can I measure success in a mobile messaging strategy?

Customer Conversation Journey

We have found that our partners that have the most success, tend to use SMS and other forms of mobile messaging to drive their customers to accomplish actions. These customer actions can come in the form of doing something on a website, responding back to the message, or any other ideal activity.

For those sales professionals, you might be looking at your sales pipeline and see that for you to complete a proposal you need certain pieces of information. Using SMS and mobile messaging you can specifically ask for those pieces of information which give your prospect an area to focus their efforts. For the marketing individual, it could be that you want to elicit responses to have people opt into a particular product, discount, or campaign you are running for your brand.

Once you have an ideal action plan for your customers start drafting the copy of your messages. You probably have an idea of what language and tone work best for your customers but there is always opportunity to learn how your customers utilize a channel like SMS. You all know this but utilize A/B testing with your messaging as much as possible to continue to learn and evolve to what resonates best with your customers.

One thing our partners utilize in Sonar is the ability to send mass message campaigns to subsets of their customer base. This functionality allows marketers and sales individuals to send personalized messaging to their contacts at scale. There is also an instant feedback loop as analytics on campaign performance are provided whenever someone needs them.

Another highly leveraged ability is Follow-Ups. For our Sales and Recruiting partners they have found Follow-Up Sequences to be extremely helpful to automatically have SMS touch points with their prospects. This allows their prospects a unique experience and journey as each prospect goes through a Sequence at their own pace.

Measure your success

Depending on which KPI you select to monitor will determine how everything should be analyzed. The most important thing is to track your success with mobile messaging. When we first work with partners sometimes they are so anxious to get started they want to get everything set up before discussing how to track the success.

Some of our partners integrate directly into Sonar using our API and webhooks so all of their trackings is done in-house. Others use the Sonar conversion endpoint and activities to track customer conversions in Sonar. Sonar provides an analytics dashboard to review how well your team is performing so you can see who is a leader in the team and who requires extra coaching sessions.


Steps to develop a plan for mobile messaging in 2019

  1. Establish a KPI
  2. Develop an ideal customer journey
  3. Develop a metric tracking and feedback loop
  4. Execute and iterate!

If you want to learn more about how Sonar might be able to help you and your team in 2019 send us a note at We would love to hear what you are working on for the upcoming year.

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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!


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.



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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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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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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.  


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.

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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.

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