5 Tips for Using Emojis in Business Texting

In our previous blog post, we examined how emojis are a simple, fun and effective way of increasing customer engagement and improving your CSI. When used correctly, emojis can add meaning and playfulness to your message. On the downside, improper use can make your message seem instantly unprofessional.

Now that emojis are increasingly making their way into business communications, it’s important to be sensible when adding them to your communications in order to avoid any missteps. In this blog post, we provide 5 tips on how you can successfully use emojis for your business texting and ensure that your messages remain appropriate.

1. Use with moderation

Always keep in mind that less is more when it comes to including emojis in your business texting. By overloading your text messages with emojis, you risk communicating an unclear message that will be much more difficult for your end users to understand.

Not only can having too much of a good thing tarnish the message that you want to convey, but there is no added value in forcing emojis where they don’t belong. Instead, try limiting yourself to no more than two emojis per message. By doing so, you won’t be focusing on adding emojis just ‘for fun’. You will start thinking and questioning which emoji can actually add value to your message.

2. Don’t use emojis to replace words

You might have already seen the 2015 #ChevyGoesEmoji press release that was entirely written in emoji. Although it might have been successful in catching readers’ attention, the message itself was almost impossible to decode. Replacing words with emojis in your communications leaves room for interpretation which in turn, leads to too much ambiguity for end users.

Rather than using emojis to replace words, start thinking of emojis as ornaments for your messages; they should be used as support to embellish your messages and make an impact.

3. Know your audience

Each brand is unique and targets different audiences. Before adding emojis to your communications, make sure you have a clear idea of who you are targeting and their preferences. We recommend you start by slowly including emojis in your two-way conversations to see how your customers react. Do they reply with emojis? Does their tone remain very serious? Once you get a better feel, you can adapt your messaging accordingly.

4. Embrace go-to emojis

Did you know that 51% of the top 20 most popular emojis found in messages fall under the facial category? Since texting is more conversational by nature than other channels of communication, such as emailing, emojis can help mirror real-life expressions that are missing from your messages.

Using emojis that are regularly used is your best bet because chances are that your customers are using them as well. This means your customers are more likely to understand your messages.

To have a better idea of which emojis are trending right now, you can also refer to the emoji tracker which provides an up-to-date list of the most popular emojis currently being used on Twitter.

5. Stay positive

Whether you want to convey a sarcastic message or not, it’s best to always avoid emojis that can bear negative connotations. Gloomy emojis such as 😟 or 👎 will immediately leave a negative perception with your end users even if your message is not intended to do so.

On the upside, by adding a 👌 after “Thank you for confirming your appointment!” will instantly make your message feel more positive and friendly.

Our practical tips will help you efficiently integrate emojis in your business communications in no time flat. Remember: the key is to always keep your audience in mind by putting their needs and preferences first in order to keep offering great customer service.

  1. Your customers have mastered emoji. Now it’s your turn.
  2. Your customers have mastered emoji. Now it’s your turn.


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