Activation communications are a series of engaging and informative emails that are sent to new members that introduce the benefits and key features of the Sonder service and how they can be accessed via the Sonder mobile application.
If you are launching Sonder to your people for the first time, we'll send the first activation email to them at midday (in your organisation’s time zone) on the launch date you choose, allowing you to manage your internal comms first if that’s your preference. Once you’ve launched Sonder and move into business-as-usual, any contacts you add to the customer portal will also receive the email, normally within 48 hours of you providing us with their details. Depending on the package you've chosen, up to four additional communications that describe the benefits of Sonder are sent weekly as part of the activation series, until the member activates their Sonder account.
We highly recommend the use of these automated communications to ensure your people are getting the most out of the Sonder service, as data shows that including emails in your launch strategy significantly impacts service uptake and usage - and is a cornerstone of a successful launch.
Once a member activates the Sonder service, they will stop receiving activation emails from Sonder and be considered a Registered Member. At that point they will be enrolled in a multichannel ‘welcome’ journey incorporating both push notifications and emails (depending on their preferences), ensuring they understand the full value that their Sonder membership gives them.
Here is an example of the first email that members entitled to Total Care receive:
Frequently asked questions
How do I enable activation emails for my people?
During the implementation process, you'll be asked to nominate your activation launch date so that your people can start to receive email invitations to activate their Sonder accounts on a date of your choosing.
What do the emails say?
A full copy of the most recent comms is available on request from your implementations manager or by emailing customer.support@sonder.io. We have different variants available depending on your industry; and we regularly update the emails based on results of A/B testing.
What happens if I don’t want my people to receive the emails?
With activation communications disabled, it is the customer’s responsibility to communicate to members when and how they can access the Sonder service to access support services. You can find alternative activation collateral such as posters and QR codes in our Toolkit.
Can I change the email preferences after launch?
Yes, if you initially launch Sonder without opting in your people to email, you can decide later to enable it. Just send us an email to customer.support@sonde.io with the date you’d like your unactivated people to be enrolled in the email campaign. Please note, this can take up to 5 days for systems to sync.
Can members choose to opt out of the emails?
Absolutely! Prominent unsubscribe links are available at the bottom of all of Sonder’s member emails.
What happens after the member activates?
Members who activate by logging in successfully to the Sonder app will first be prompted to complete a personalisation survey to better customise their experience. They will also be entered into a 'welcome flow' of push notifications and emails to introduce them to parts of the Sonder service.
What happens if a member doesn't activate from the activation emails?
We never give up trying to activate our eligible members, and will continue to send them emails from time to time letting them know about new features or key events in our marketing calendar such as winter wellness or mental health month. They will receive no more than one email per month following the initial activation series, and can unsubscribe at any time.
They may also activate via customer-side communications, e.g., posters and QR codes. You can find these in Sonder’s Toolkit.