Anghami Etiquette: How & When to use Emojis In Customer Support.
The biggest CHALLENGE in customer support today is to humanize the relationship with users. Here is the twist: Using Emojisin customer support made our job so much easier and humanized our relationship with our users online! If you’re still NOT up to date with this trend, fasten your seat belts, you’re about to go on a customer support fast track! It’s 2018, using Emojis is definitely acceptable 👌 in the Customer Support.
The problem with de-humanized customer support is that it’s become “normal”. All that lines of plain text are killing both, you and the user. Why not using Emojis in conversations? We assure you that they are highly visual and impactful for people. We tell from self-experience!
Emojis are a great way to get your users involved on a subconscious level, and that’s always a great way to go! When you spread positive vibes with an Emoji, the user feels more comfortable and cooperative and it will definitely absorb the frustration if the app was not behaving properly on their side.
Our methodology is simple! 🤗 Send love, receive love.
Emojis are the new Body Language
An emoji can make an amazing difference in textual communication, especially in customer support. It’s just as, if not more, powerful than body language. Users approach customer support with trepidation; they’ve had terrible experiences and they expect to have them again. When you say something factual, they can interpret this — with that prior expectation — as negative or uncaring. A 😊 at the end of a sentence tells you very clearly that the customer support rep they’re speaking to is feeling positive and it goes from unpleasant pessimism to empathetic understanding with “Thank you for your help😊 I’m awaiting your feedback soon”.
📊 Proof is in the data
When looking at the Customer Support Tickets we responded to so far, ~80% of responses including emoticons got Kudos from users, while only ~15% of emoticon-less ticket responses got Kudos. Some people think emoticons are stupid or unprofessional, but the fact of the matter is: nobody will get mad if you use one…but pick the emoji wisely!
We’re just fine using emoticons because it makes our communication clearer and users happier. Happy User = Happy Customer support.
How emojis can greatly improve your CS
Only 3 in 10 of users who could complain about something will actually do it. So, make sure that you do EVERYTHING to resolve that issue and by putting a big smile on their faces so other users take courage to share their complaints too. When you have a friendly and professional customer support, people are more likely to go and share the positive experience with their friends. The fact of the matter is that the 90 % of the positive reaction of an user like this begins with an overly frustrated user who sought your help. Make sure that you have a devoted and picky customer support and focus on every little detail to ensure customer satisfaction. Emojis are just that, a detail that only the idealistic customer supports focus and insist on.
The proper use of emojis will improve your customer support in these 5 aspects:
► Using emojis will make it easy for your interaction to be perceived by the user as genuine. Winners use whatever situation they have and make it as good as they can.
► By using emojis you’ll emphasize that you understand that your user is a human and make it easier for them to understand that, you are also a human.
► Emojis make your user feel like they are in a real conversation and that you are in the same place in dealing with an issue.
► Emojis will soften up the relationship and YOU will feel so much more at ease with dealing with users.
► Emojis will make your users feel special and important.
Let’s be honest, it’s not an everyday thing to use emojis with your users. They will notice that and nobody will be bothered by them, ok maybe a few will, but that’s why you should read our Etiquette rules that we’ve put together for you to avoid causing damage or distress.
Our Etiquette and golden rules when using Emojis
we always make sure to respect the below simple rules while using emojis in our communication to avoid any damage. Our first priority by adding emojis is to add love and joy to our messages.
- Stay on brand as a team: Wecame up with a list of approved emojis to be used by the team to be sure they fit with our brand voice and vision to avoid sending contextually inappropriate emojis to users. Below are some emojis we use that show every kind of emotion to our user easier:
2. Use them as a supplement, not a replacement: We use emojis to supplement the responses to our users, but not to replace words. Always note that replacing words with emojis could be confusing and misleading to the user. Use them in addition to your support and solution, not as the complete solution itself.
3. don’t overuse emojis: Although it can be fun to have an entire emoji conversation with someone, it can be a bit much when you’re trying to solve a user’s problem. In our experience, adding one emoji or two per text message should be your CS team’s limit. Definitely emote, just don’t overdo it. BALANCE is the key here, use your emojis wisely.
4. Signal basic emotions with them: Emojis are great for getting some context between you and your user, but keep it simple. You will never have a perplexed relationship with your user, stick to the basics and you’re good.
5. Don’t use them on the first contact: When first addressing the user the ball is in your court. Don’t blow it on the first hit. Return a safe ball first and then ping of the reaction of your user.
6. Think about who we’re talking to: This one is huge! Know your user persona in depth! Are they likely to use emojis in their day to day life? If yes, then you’re set to get some extra points with them
7. Avoid using them with user who’s really pissed of: You need to use your EQ wisely with the matter of emojis. If you see by the tone of the message that the user is super agitated, don’t experiment on them! Mirror them in a way and again, ping off of their reactions.
8. And the BIGGEST of them all, when in doubt — DON’T use emojis at all! : When in doubt, we go without. If you’re not sure if an emoji is appropriate or adding one doesn’t convey emotion or provide clarity, then leave the emoji out. Remember, when using emoji for customer support it should be used to enhance and enrich the conversation. Insert emoji to add personality. Keep in mind, emoji appearance can differ by device. If you stick to regular smileys, hearts, and thumbs up, you should be safe!
Did we get you excited to use Emojis in your messages? Well, for us, It was a right decision using emojis in our communication. Stop sending your messages plain — It’s time to engage with your users!
If you want your user to Smile, then SMILE first 😊