From our friends at UserVoice:
Some people think emoticons are stupid or unprofessional, but the fact of the matter is: nobody will get mad if you use one…but plenty of people may get mad if they think you’re being cranky with them (when you’re really not). We’re just fine overusing emoticons if it makes our communication clearer and users happier.
I use smileys and such on occasion when customers use them first but never really thought about how useful they might be. It’s true that they do help convey non-verbal expressions better than just typing out a sentence. Cool to see some data showing what they found when using them with customers.
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