The Benefits of Emojis In Live Chat
Improved emoji service for SnapEngage clients and visitors
We’re excited to announce that we recently added expanded emoji support to our live chat interface on both the client and visitor areas. So, now, if you are chatting with your team or chatting with your website traffic, you can say what you would like to say with emojis.
Improved image library
We have added an expansive library of commonly (and not-so-commonly) used emojis so each emotion, emblem, and response is at your fingertips. From animals to meals to sports, whatever you have to say, you can now say with an emoji!
Easier search and choice
Intuitive and reachable search functions in the Chat Portal make finding your preferred emoji easy and convenient. Use simple computer keyboard shortcuts or search our classified library of emojis directly in the message bar.
All the emojis that we have made available to agents in the SnapEngage Chat Portal are going to be exhibited from the visitor chat window.
So, all this emoji work got us thinking… How did those seemingly ridiculous little symbols become important enough to make it into our product roadmap, length a few sprints with our dev team, and warrant a significant statement? We went searching…
The Evolution of Emoticons and Emojis
The terms emoticon and emoji are often interchanged, but there’s actually a distinct difference between the two. A number of us still use these…
Emojis then came along and blew our minds, unleashing the capability to carry on whole conversations using just pictures. Although still employed as a sort of pictorial representation, emojis length all genres, such as facial expressions, common items, places and types of weather, animals, and beyond. The development of popularity in emoji use was created from the mass adoption of text message communications on mobile phones, since most of us are familiar with.
And here we are now. Emojis have become a mainstream norm, which makes their way into virtually every communication technology platform on the market, such as SnapEngage.
Do emojis really make happier customers?
However, in the end, why spend resources and time on something so simple as an emoji? Emojis play a more important part in contemporary communication, especially in regards to the consumer experience. Happy customers are cultivated through positive brand experiences, and these interactions (between clients and brands) frequently demand one-on-one communicating, whether in-house, on the phone, or through email or chat.
With text-based communications, you eliminate the social cues that come from body language, facial expressions, and vocal inflections, which can on occasion lead to messages getting lost in translation. This is especially common with live chat, where the emphasized importance of fast response time could lead to choppy sentence structure with loose punctuation. For those not accustomed to chat-style communication, these shortened messages could be perceived as rude or unprofessional.
A strategically-placed emoji can single-handedly alter the tone of a conversation. Take, for example, the next interaction. With no emoji, the broker’s response sounds curt and a bit aggravated. The smiley face emoji instantly adds a light-heartedness that communicates the broker’s aim to impress the client with his/her rate to resolution. You can also check out snapchat emojis meanings
Emojis set a level of familiarity that may go a long way towards adding a human touch to differently tone-less communications.
A word of caution though: Be mindful of your entire brand voice, and make certain to always err on the side of conservatism when using and picking emojis in your conversations with customers and prospects.