Sonders HelpDesk
At Sonder, we are committed to providing the best possible support for your people. Your feedback is a vital part of this process, helping us to continually enhance our app and our services. Hearing from you allows us to better understand what’s working well and where we can improve.
You and your people are encouraged to raise feedback, inquires and requests for technical support directly via the Sonder app, emailing customer.support@sonder.io or completing our Customer Helpdesk Form.
If you want to lodge feedback through the Sonder app, follow the following steps:
- Tap on the ‘More’ tab on the Sonder app home screen.
- Scroll down to ‘Feedback’ and tap on it.
Important: For Members Needing Immediate Support
Sonder always recommends that if a member is in need of support, they should start a chat within the Sonder app. Our team is available 24/7 to provide immediate support and resolution. The feedback channels are for service improvement and review, not for urgent care requests.
What Kind of Feedback Can You Provide?
We welcome all types of feedback. This can include:
Suggestions for Improvement: Let us know how we can improve the Sonder app or our support services.
General Feedback: You can share what your people are saying about the service. This is a great way to provide insight without needing to disclose a specific support case or the member who received support.
Specific Case Review: If you need us to look into the particulars of a specific support case, please provide the following details so we can investigate thoroughly:-
- The name of the member who accessed support.
- The email address they use to log in to the Sonder app.
- A contact number for the member, which is useful if we need to follow up with them directly.
Important: If you are raising feedback on behalf of someone, Sonder won’t be able to share specific case details unless the person gives explicit consent.
Next will be an investigation of the feedback by the Quality Assurance Manager involving a review of product and process to identify, assess, and apply learnings where possible. As part of the QA Manager’s investigation, it will incorporate recommendations provided by a Sonder Clinician, identify internal actions to be communicated, and assess any continuous improvement opportunities.
Once the review is complete, remediation may include conducting a welfare check, clinical support, responder deployment, and appropriate communications with the person who sent through the feedback (which may include a summary of the review, including actions taken to remedy).