Have you checked out the other posts in our emoji series? If so, then you’ll recall that emojis can invoke emotion, make a message seem more positive, and make you more likable for using ‘em.
In the customer service context — such as responding to customer email queries or even interacting with customers via a website chatbot — the question of whether to use emojis will naturally come up from time to time.
When added sparingly, customer service emojis can convey your emotions more visually and perhaps even improve the customer’s perception of you.
In this post, we’ll look at the top seven emojis that work best for customer service interactions.
Where can you use it?
|Smiley||Use it to express gladness or happiness.|
|Thumbs up||Use it to say ‘yes’ or ‘OK’.|
|Information desk||You can use this emoji while introducing yourself as a customer support agent.|
|Checkmark||Use to convey actions and activities or add them as bullets.|
|Email inbox||Use this emoji to remind customers to check their inboxes.|
|Desktop computer||You can use this while discussing hardware / software-related issues.|
|Telephone||The classic customer support emoji. Use it while adding customer care numbers.|
1. Smiley Emoji
The smiley emoji conveys positivity and happiness, two things you’d like your customers to feel after getting off the line, whether that’s through chat or email.
With more smiley emojis than ever, which one should you use? The smiley without teeth? The one who’s smiling boldly? The blushing and smiling emoji?
The smiling face with smiling eyes is one of the standard smiley emojis and is a safe bet. Although this emoji is blushing a little, it’s expressing its gladness without being too overt about it.
Some smiley emojis can be a bit much and make your sentiment feel cheap or inauthentic, which effectively undoes all the work and time that you just put into the customer.
If you are going to use the smiley emoji, you might do so at the beginning or end of the conversation, but choose one, not both.
There’s little need to incorporate this emoji into the middle of a chat as you’re helping the customer.
2. Thumbs Up
The thumbs-up emoji is widely understood to mean “okay” or “yes.” Thus, it’s an appropriate emoji to put into your customer service emoji collection.
As we discussed in our post on business-friendly emojis, you should use the default cartoony yellow skin tone thumbs-up sign rather than try to choose a natural skin tone.
After all, your skin tone might not be everyone’s skin tone that you deal with. You don’t want to come across as exclusionary to your customers over an emoji.
Some people just send a thumbs-up when messaging colleagues or friends and don’t add any text. We don’t recommend that in your situation.
You can send a thumbs up as part of your message, explaining that you’re actively working on a customer’s problem or that you’ve solved it. However, simply sending an emoji in a business setting can come across as somewhat passive-aggressive and unprofessional.
3. Information Desk Emoji
If you read our post on confusing emojis decoded, then you’ll remember that the emoji of the person with their hand out is not showing off a chic new haircut.
Rather, they’re the information desk emoji!
Even if your job is that of a customer service attendant and not a front-desk employee at a hotel, the information desk emoji still suits your job duties awfully well. Keep it handy to use.
If you want to humanize your introductory messages to the customer, you might include the emoji when introducing yourself. You can select from a man or woman version of the emoji with a variety of different skin or hair colors to match yours.
There shouldn’t be a need to repeat the use of this emoji for the rest of your correspondence with the customer. It’s more effective if you use it just once.
You can choose among several versions of the checkmark, including a big, bold black checkmark and a smaller white checkmark in a neon green box. Checkboxes are one of the most commonly used customer service emojis.
The checkmark conveys activity and productivity. If you’re emailing back and forth with a customer about a problem and you’re on the case, you might send the checkmark in the email subject line or body.
Compared to many emojis, the checkmark is rather innocuous. It blends in well and doesn’t look like an emoji, especially if you hold up this emoji to everything else that we’ve discussed on this list so far.
Even so, follow the rules of emoji use and only use the checkmark sparingly. Any emoji you abuse gets old fast, even the subtler ones.
5. Email Inbox Emoji
The inbox emoji includes several variations. Most are email inboxes, including an empty inbox with a red arrow atop the inbox and another inbox with an envelope dropping in.
The email inbox likely makes a lot more sense in your customer service dealings than a physical mailbox.
You might use the email inbox emoji to let a customer know that an email from your company is on its way to their inbox.
This emoji doesn’t have a lot of uses in customer service besides that, though.
6. Computer Emoji
Most emoji keyboards have only one computer emoji. If you’re on an Apple device, then the computer will be a photorealistic Mac.
On other devices, the computer will look less like any particular make and model.
There’s also a separate keyboard emoji if you’re interested in that.
Is there a specific context in which you might send a customer the computer emoji? Not really, but it’s one to hold on to if you ever need it.
7. Phone Emoji
The last customer service emoji we’ll look at is the phone emoji. You’ll also spot a red rotary phone emoji — a little more old-school.
If you were going to call a customer or ask for their phone number to get in touch, you might include this emoji in your message, but even then, it’s not wholly necessary.
There you have it, 7 customer service emojis that you can slip into an email or chat correspondence with a customer. No matter which ones you liked the most, remember to only use emojis occasionally!