Proactive Engagement
Reaching members with the right message, at the right time
Sonder doesn’t wait for members to seek help. Our Proactive Engagement function uses personalised, multichannel digital communication to reach members throughout their wellbeing journey, from first activation through to long-term retention. We meet members where they are, with content and prompts that are relevant to their needs, interests, and life stage.
This proactive approach is central to Sonder’s value proposition: digital engagement reaches a significantly larger proportion of your workforce than human support alone, and content engagement at Sonder consistently exceeds industry benchmarks for digital wellness platforms.
Our engagement channels
Push notifications
Push notifications are Sonder’s primary engagement channel, delivering timely, relevant messages to members across two distinct purposes:
Safety and critical alerts
Sonder’s operational intelligence team monitors real-time safety events including extreme weather, public health outbreaks, data breaches and scams, and sends location-targeted alerts to affected members, often within minutes of an event unfolding. Safety alerts are our highest-performing notification type, building the member trust that keeps Sonder relevant beyond moments of personal crisis.
Wellbeing pushes
Pre-scheduled wellbeing notifications are sent up to twice weekly, promoting hero content aligned with seasonal themes, member interests, and engagement patterns. These are carefully curated and frequency-capped to prevent notification fatigue. Examples include sleep reminders, seasonal mental health check-ins (e.g. winter wellness, stress awareness month), and personalised content nudges based on members’ stated interests.
Typically 60% of our member base opts in to receive these notifications and they receive a +80% satisfaction rating.
Lifecycle and onboarding journeys
Automated multi-step journeys guide new members from registration to their first meaningful app interaction. Activation comms include welcome emails, first-app-open prompts, and personalised content recommendations - all calibrated to the member’s industry, role type, and self-reported interests. Re-engagement sequences target members who have gone dormant at 90-day and 180-day intervals.
Sonder’s monthly Member Memo email delivers curated wellbeing content, seasonal health guidance, and ‘what you might have missed’ library highlights directly to members’ inboxes. Email is also the only channel that reaches members before they have registered in the app, making it a critical part of the activation journey for new cohorts. Naturally, prominent unsubscribe links are included in every email, ensuring members are in control of how we communicate with them.
Personalisation: how we tailor the experience
Sonder’s engagement is not one-size-fits-all. Members who complete our Personalisation Questionnaire share their interests, demographics, and self-rated wellbeing - and that data drives a more relevant experience across every channel:
Interest-based content recommendations. Members receive push notifications and content card recommendations aligned with their stated topics of interest (e.g. fitness, parenting, financial wellbeing, stress).
Behavioural targeting. Content and timing of messages adapts based on past engagement patterns - members who recently engaged are not re-targeted unnecessarily, while lapsed members receive tailored re-engagement prompts.
Wellbeing Assessment-driven journeys. Members who complete the Wellbeing Assessment are enrolled into personalised follow-up journeys, with content recommendations matched to their risk areas (e.g. anxiety, sleep, relationships).
The bigger picture
Sonder’s proactive engagement approach is what transforms a wellbeing platform into a wellbeing habit. By reaching members with content that is relevant to where they are in their health and wellbeing journey, we keep Sonder present in members’ lives between the moments they need us most. The result is a workforce that is more aware of, and more willing to use, the support available to them: higher utilisation, stronger engagement, and a clearer return on your investment.