How to Appropriately Use Emojis in Text Messages to Improve Customer Satisfaction

people with emojis

You already know your customers want to text you. What you might not know yet is how they’d like to text you.

There are countless articles about how to craft the perfect email, but what about mastering the text message? If you approach texting conversations the same way you do emails, you’ll be missing out on a world of opportunity.

Stiff, overly professional texts feel insincere and contradict the nature of conversational texting. Connecting with customers in a relatable, human way enhances their experience and boosts brand affinity.

If you’ve invested in a texting solution, you already recognize the value in putting the customer first and tailoring your communication strategy to better reach your target audience. Keep this trend going by incorporating emojis (something your customers have already mastered) into your messages. They text their friends and family with emojis, why not you too?

How emojis enhance the customer experience

As technology evolves, so does the way we communicate.  According to a data report by Intercom, “messages started by a business that contained an emoji were four times more likely to elicit a response from a consumer than those that didn’t.”

are emoticons unprofessional

Not only do emojis enhance the tone of your message, but they also catch the interest of the recipient. Just as pictures and videos keep people engaged during a presentation, emojis help draw the eye back to the screen.

Humanize your brand, further enhancing the customer experience by using emojis. When a customer can picture an actual person on the other end of their phone, they’re more likely to reciprocate empathy and exhibit patience. Even if you’ve set up auto-replies or scheduled messages and your communication is automated, you can give the illusion it’s personalized and human by infusing emojis into your texts.

Emojis can be used to digitally mirror your customer as well. Mirroring is the way in which people who are positively engaged tend to emulate each other’s body language, facial expressions, etc. It’s a technique used to improve relationships and exhibit empathy. Matching a customer’s tone with an emoji helps indicate attention and understanding.

According to Call Center Helper, a recent study at Penn University showed that use of emojis increased customer satisfaction by 78 percent compared to plain text. When customers feel understood and build rapport with your team, they’ll be more likely to report a better brand experience and view your company positively. Developing a personable brand voice makes customers more inclined to want to communicate with you as well.

How to use emojis without teetering on unprofessional

You may be hesitant to start using emojis because you would never use emojis in professional emails —but texting is different. By nature, it’s conversational, so it makes sense for the tone to be more emotive.

You might be inclined to dismiss emojis as unprofessional or silly, however, when used correctly, they can add immense value to your communication strategy. There’s a fine line between professional and unprofessional, so we’re here to help you navigate that border and understand why emojis deserve a place in customer interactions. Here are some tips to get you started:

  1. Use emojis sparingly. You wouldn’t put an exclamation point after every sentence to a customer, so the same rule should be applied to emojis. Overuse causes them to lose their meaning and impact. A strategically timed single emoji can make a huge impact.
  2. Use relevant emojis. Be careful about the message you’re sending. Sending negative emojis (like a sad face) suggests blame or apology. Sometimes, that’s not always the correct message when diffusing an issue. Always be sure an emoji is enhancing the message, rather than distracting from it. Think about how that emoji would translate in-person or in words, and then decide whether or not it’s appropriate.
  3. Read the room. Does the customer reciprocate your conversational tone, or do they seem more serious? Using an emoji with a disgruntled customer might send the wrong message because it doesn’t match the person’s tone or emotional state.

In the business world, time is money – so why not use emojis to quickly cultivate real connections with your customers? Incorporating emojis into professional correspondence can easily improve customer satisfaction and help consumers form personal connections with your brand. But don’t just use emojis in work emails; start using emojis in business texts today.

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