How Sonder stays in touch
Through notifications, emails and personalised content, we keep Sonder present in members' lives and help them discover support they need.
How it works
Sonder sends members messages across multiple channels based on what matters to them. These include safety alerts about real-world threats, wellbeing content aligned with their interests, and reminders about features and resources. Members control how often they hear from us and what topics they care about.
Why this matters: Members who engage regularly with wellbeing content show higher retention and better outcomes. Organisations that communicate regularly with members see significantly higher utilisation rates than those relying on members to seek help themselves.
How we reach members
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Push notifications: Push notifications are Sonder's primary engagement channel for two distinct purposes.
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Safety and critical alerts: Sonder monitors real-time safety events (extreme weather, public health outbreaks, data breaches, scams) and sends location-targeted alerts to affected members within minutes. Safety alerts are the highest-performing notification type because they build trust and keep Sonder relevant beyond personal crises.
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Wellbeing notifications: Pre-scheduled wellbeing messages (up to twice weekly) promote content aligned with seasonal themes, member interests, and engagement patterns. These are carefully timed and frequency-capped to avoid notification fatigue. Examples: sleep reminders, seasonal mental health check-ins (winter wellness, stress awareness month), and personalised content based on stated interests.
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Engagement: Approximately 60% of members opt in to wellbeing notifications with +80% satisfaction rating.
Personalisation: how content becomes relevant
Communication isn't one-size-fits-all. Members who complete the Personalisation Questionnaire share interests, demographics, and wellbeing self-assessment, which drives a more relevant experience across all channels.
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Interest-based recommendations: Members receive notifications and content aligned with their stated interests (fitness, parenting, financial wellbeing, stress, sleep, etc.).
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Behavioural targeting: Content timing adapts based on engagement history. Recently-engaged members don't get re-targeted unnecessarily; lapsed members receive tailored re-engagement prompts.
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Wellbeing Assessment journeys: Members who complete the Wellbeing Assessment are enrolled in personalised follow-up sequences with content matched to their risk areas (anxiety, sleep, relationships, etc.).
Emails
Sonder sends a monthly Member Memo with curated wellbeing content, seasonal guidance, and library highlights. Email is also the primary channel for reaching members before they register (critical for activation), and includes a prominent unsubscribe link in every message.
Why this matters
For members: You see content relevant to your life and interests, at times when it's useful. Sonder stays present throughout your wellbeing journey, not just when you're in crisis. You stay aware of what's available and more likely to reach out when you need help.
For customers: Regular communication keeps Sonder top-of-mind and transforms it from a tool you access once into a regular part of members' lives. Members who engage with content regularly show higher retention, stronger outcomes, and greater willingness to use support when they need it. The result is higher utilisation, better adoption, and measurable return on investment.