It wouldn’t be an exaggeration if someone tells that “messaging” comes with many perks and issues. At some point or the other, messages would have lost its actual context. And, this would leave the reader confused. Is the “fine” really a “fine”? Miscommunication in instant messages needs to be fixed. And, experts consider the use of emojis for chat is a smart solution. With this being said, let’s learn more about the science in using emojis during live chats.
Live chat is a platform where customers and businesses interact. It is important for businesses to “understand” the customer and their actual concern. Miscommunication in this platform can result in “lost” business.
Many times, communication goes beyond normal words. It is important for the message to have social cues. These cues help the recipient learn more about the sender and their need.
During normal conversations, human beings tend to use body language, eye expressions and verbal tones to convey messages. These elements are not present during chat conversations. After all, typed messages are “mere” words put together.
In such a situation, the right emoji can make a big difference. This is why more and more businesses encourage their customers to use emojis. Regardless of the customer’s experience, they can convey thoughts, ask questions and even appreciate the help of emojis for chat.
Mood Mind Fields!
Business owners need to understand that customers can oscillate between various moods. Not all customers will be happy with your business model, products and service philosophies. When a customer is unhappy, they are likely to converse in a “different” manner.
Unfortunately, customer support teams are under constant pressure. These teams respond to multiple customers on a daily basis. And, constant effort can hinder their ability to decode the “hidden” message in conversations. In such situations, emojis can help.
Every emoji has a unique meaning. It would be difficult to interchange emojis too. This means customers and support engineers can use emojis in chats for “increased” clarity.
Actual Power of Emojis for Chat!
When compared to words, emojis are extremely powerful. They can be used to convey a strong message, in a crisp manner (Of course, the actual meaning of the message doesn’t get lost).
This is why businesses encourage their customer service teams to begin on a happy note. A gentle, happy emoji can lighten the mood of the customer.
Also, happy emojis tend to indicate a gentler tone. This means emojis for chats are a great way of filling the gap caused by “tone” in online conversations.
A Universal Language
Moving on, emojis can be considered as a universal language. Almost everyone understands the expressions of emojis. The emojis don’t need an explanation.
Irrespective of the messaging platform, or the language – emojis for chat create a friendlier environment.
A Great form of Seasoning!
Finally, emojis for chat is a “seasoning”. There are not actual conversations. Instead, they make the chat experience much more successful. In fact, the conversations become more relatable to the millennial generation.