Consumers are using more than just words to express their compliments and complaints to companies. More and more, they are using emojis – just as if they were texting to a friend.
Share to twitterMore and more, emojis are being used in customer service communications. Companies can learn a lot from consumer emoji usage by analyzing the underlying sentiment.As customer service has moved at a rapid pace toward digital channels in place of the telephone, consumers are using more than just words to express their compliments and complaints. More and more, they are using emojis – just as if they were texting to a friend.
“Why it matters is it gives us a real-time way of interpreting how customers are feeling about the business or about a product,” Gagnon said. “And at a very human level, that emoji is capturing more than just the data. It’s the feeling, which of course is what we’re all trying to get at.” Consumers like communicating with brands via private message – think Facebook Messenger or Twitter DM – because they can state their issue and then go about their day while knowing that an empowered social media agent is looking into it for them. There’s no waiting on hold or for “agent is typing…” in chat sessions, and the entire history of the conversation is saved for future use.
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