You need digital resources like videos, images, GIFs and emojis to create an amazing experience and make your brand more open and close to the consumers. It’s unlikely that you’ve never seen an emoji — they’re in Slack, Twitter, WhatsApp, Messenger, email and even offscreen.


They are now as much a part of our language that the emoji “Face with Tears of Joy” 😂 was elected the word of the year by the Oxford English Dictionary in 2015. Millennials are completely used to them and even the older ones followed the trend. Using them in your brand’s customer service and marketing, therefore, means communicating in the same language as your customers.

How companies are using emojis

Companies understand the versatility of emojis and are increasingly adopting them in their communication – whether in support or marketing campaigns. Domino’s, for instance, allow their customers to order a pizza using an emoji since 2015, reducing the order time to 5 seconds.



Since then, many other companies have adopted this language: the number of tweets containing a brand’s name and an emoji increased 49%. That doesn’t mean that your company must put emojis in everything it does, but use them from time to time is a great way to offer a more pleasurable experience to customers.

Be on the same page as your customers

Using emojis is a way to be noticed on social media and, at the same time, to stand out from the competition. They not only show that the brand is aware of the current trends, but proves it’s close to their customers. ❤ After all, what could be more personal than communicating in the same language as your customer uses to talk to friends and family?


To sound natural, you must understand your audience and how they’re using this resource. Due to the wide variety of emojis, you must be aware of their meanings and not risk too much – there are some that, well, you’d better not include in your brand communication. 🚫



The ideal is sticking to the most basic emojis and avoid using the ones with double interpretations. If that left you suspicious, calm down! We’ll help you understanding which emojis to use and not use. Please reach out to us if you have any questions.

So, how about start using emojis in your brand’s communication? 😉




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