To stand out from the competition, one must provide the customer with the best experience possible. As we discussed before, emojis can be a great resource to make your brand become closer to customers and show the human side of the company.
If you are not quite sure about how to include them in your brand’s communication, service or digital marketing, then you’re in the right place. We’ve prepared a guide on how to use emojis so there’s no confusion. Check it out:
What not to do with emojis
Emojis may be a differential in a brand’s communication, but may also be a disaster and generate unpleasant situations. Here are some tips on what not to do:
#1 Be sensitive. Serious matters usually don’t go well with emojis. It may seem that you’re trying to simplify the situation and, somehow, diminish it. Use them when the subject is lighter and the situation is favorable to your brand.
#2 Know when to use them. It is also not advisable to use them when the customer is not happy with the service provided. He/she might think you’re not taking the complaint seriously and get even more upset with the situation. That doesn’t mean that they cannot be used: when the ticket is already solved, use emojis to send a smile, for example.
#3 Know the meaning. Don’t use random objects if you’re not sure that they go along with what you mean. Some emojis have a meaning that goes beyond the picture itself. The eggplant, for example, has a sexual connotation, but it is not the only one: peaches and cherries are also some examples that can have an erotic meaning. 🍑🍆🍒 Unless your content has something to do with them, avoid them.
#4 Don’t try to create emphasis. Don’t repeat the same emoji in the same phrase for emphasis. It sends a message that you don’t know how to use them, making you look naive.
#5 Don’t exaggerate. Avoid using more than four emojis at a time.
#6 Know how to use them. Emojis don’t replace words. Don’t replace entire sentences with them — the result can be difficult to understand, generating a disastrous situation for your brand. 🚫
If you found it odd that an emoji is not always what we imagine, check out this video to find out the true meanings of some pictures:
What to do with emojis
Before using them, consider a few issues. 🤔 Will they be understood by your audience? What emojis do they already use? Which ones are related to your brand? Are the meanings of the chosen emojis clear? Are they helping to send the desired message?
If the answers to these questions were satisfactory, move on and don’t forget our tips:
#1 Emojis are part of everyday life. They are part of the vocabulary. So, adapt them to your brand’s language- they should sound natural. To ensure that this happens, imagine that your company is a person and is talking to a friend. How often does this person use emojis? What would be the most used ones?
#2 Have a goal. Use them with a purpose: to emphasize your idea, give a lighter tone to the conversation or signal sympathy for example.
#3 Use them strategically. Emojis are known to generate more engagement. Use them to your advantage, adapting them to the reality of your brand.
— Bud Light (@budlight) July 4, 2014
Tweet from Bud Light in which emojis are used to represent the flag of the United States. It was posted during the Independence Day holiday, the Fourth of July.
#4 Don’t be afraid. If you’re still not familiar with emojis, start sending them in your personal conversations. When you feel comfortable, start using them when chatting with customers, and only after that start using them in your marketing strategy When in doubt, choose the most basic ones. 😁
#5 Carry out tests. Use them in your communications and monitor their performance. This way, you understand in practice how your audience reacts to them.