You should try to add emoticons now and then.
An interesting study published in Computers in Human Behaviour has investigated customers, who text chatted with service agents, and the relative scores they gave them once the service ended. Interestingly, service agents who used emoticons were given a higher score. Moreover, the customers felt that the agents using emoticons were more personal than those who didn’t.
We know, emoticons might sometimes look silly or too casual but they are clearly powerful. They convey emotion and brands that openly express emotions are able to create deeper and more intimate relationships with their customers, often leading to higher loyalty and long-term customer value.
It comes without saying that customers prefer to talk with an agent who can demonstrate their empathy and emoticons can be used as symbols of empathy. If you also add promptness and responsiveness from the agent you’ll have the perfect combo for an amazing customer service.
Author: Alice Micheletti