From the course: Customer Service: Serving Customers Through Chat and Text

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Use emojis and abbreviations

Use emojis and abbreviations

From the course: Customer Service: Serving Customers Through Chat and Text

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Use emojis and abbreviations

- Of course you can use emojis in text and chats with customers, and you can drop in the occasional LOL if you'd like too. You're writing texts and chats for goodness sake, not a master's thesis or an employee handbook. But there's a right way to use them and a wrong way. Let me give you three tips for using emojis when you're writing chats and texts to customers. Never use an emoji to substitute for a word in your answer to a customer. These little images don't carry enough meaning to be part of your response. They can only decorate your response. Use emojis or gifs to deepen the feeling you've created with actual words, not to contradict that feeling. Words are more stable in meaning than emojis so you must rely on words first. Write what you want the customer to know, embellish what you write with emojis. Here's one version of a chat. Agent Martin dropped that blushing emoji in there to convey that he and his company…

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