SMS 101: How to apply messaging along the customer lifecycle

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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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Hiring great people for start-ups

We’ve done a lot of things well at Sonar, such as generating revenue from day 1, focusing on our customers’ needs when deciding which features to build, and hiring some of the smartest, kindest people I’ve ever had the pleasure of working with. Although we’ve done a lot of things right, we’ve also made a ton of mistakes.

At Sonar, we are proud to reflect on our mistakes, and as we look to the future, we realize how much progress we’ve made in our hiring process. In this blog post, I’ll discuss some of the mistakes we’ve made early on in the hopes that future entrepreneurs can avoid these same mistakes.

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Announcing the New Sonar Analytics Dashboard to Improve Customer Service

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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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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.  

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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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Sonar has Integrated with Facebook’s New Messenger Platform

Facebook Developer Conference, F8 2016: April 12 + 13

Facebook is taking messaging seriously.

Facebook Messenger is giving the same instant access to your favorite brands or businesses as it does with your closest friends and family. Sonar gives businesses the ability to communicate with customers on the channels they prefer, now with all of the same rich features available in Messenger.

FB Messenger Partners with Sonar

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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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Why Twilio Is Better With Sonar

Screen Shot 2016-04-12 at 4.27.00 PM“Your Uber is arriving now.” The text message you receive right before a Prius pulls up. If this experience sounds familiar, odds are you’ve had an encounter with Twilio. Twilio has phenomenally changed the way we interact with web apps and services by acting as a software layer for phone calls and text messages. Through Twilio, businesses can connect to carrier networks and trigger simple messages for their customers.

Sonar is built on Twilio’s platform. While Twilio can be used to create a wide-range of applications to address a variety of tasks, including making and receiving calls and text messages, it can’t do everything. If you’ve struggled with Twilio in the past, or are currently managing a Name Your Platform + Twilio combo, we feel your pain. We’d like to take you under the hood and show you a few ways Sonar can make your experience with Twilio much different, and much better:

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Sonar: The Most Powerful Texting Integration on Shopify

 

Screen Shot 2016-04-12 at 4.21.52 PMA customer arrives at your Shopify page and falls in love with your product. Click. Adds item to Shopify cart. All set. No wait, your customer has a question. How do they reach you? Is there a phone number? Is there an email? Maybe they’ll worry about it later. Your customer has just left your page. A missed opportunity that could have been prevented with the help of a simple text message. Welcome to conversational commerce #convcomm

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