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When Should a Mystery Shopper Communicate with Emojis?

[fa icon="calendar"] Jul 18, 2018 5:19:04 AM / by Ivannie Figueroa

Ivannie Figueroa

The first emojis as we know them appeared in Japanese cell phones in the late 1990’s and today we used them everyday in our casual conversations through text, chat, and social media.

Fundamentally it is a digital language that allows us to convey emotion in a universal way. 🌈

How to use emojis in mystery shop communications

Is it time to bring emojis into our mystery shopping communications?

The short answer is yes. 👍🏼 In recent times emojis have become a part of the way brands communicate with their clients because it provides an opportunity to enhance messages in platforms like Twitter 🐦which limit our word count, not only that but according to recent studies a whopping 92% of internet users employ emojis when online. 

While it is true that emojis are mainly popular with the younger generations they are here to stay, and so it is important to know the best practices when using them to communicate with businesses. To understand this it is important to know what emojis are used more often and how to make sure the message does not end up getting lost in translation. 😕

Now, in some contexts emojis can be seen as “unprofessional” but there are times when the use of emojis is perfectly fine and even beneficial. They can help us seem more empathetic or help us soften our tone. Think about it, when talking face to face we use body language to help us communicate. Just like that a smiley face 😃 can help us elevate an otherwise dull response or help us seem more human. The same thing happens when conveying a negative response because it portrays a sense of empathy.


Consider shopper demographics

Is your target audience Millennials? Please go ahead this is your time to shine. ☀️ Otherwise when talking to older generations you might want to hold back you emojis until you develop a more personal relationship with them. Maybe the initial conversation is not the best time to use them, but as soon as a client uses an emoji you can take that as a green light. Other signs that it is OK to use them it’s when the person you are talking to uses them when posting on social media or redacting emails.

It is very important to make sure you are using the right emoji and that it helps you gets your point across. One good practice is stick to what you know! Also remember that not every emoji means the same this to everybody so make sure you are using very simple ones like Smiley Faces or a simple Thumbs up! You will know with time which emojis work best for you and when to use them. Not only that but remember that your clients might be using a different device 📱 when reading your message so it is important that you use a universally available icon.

Here at FastMSP we understand that your mystery shoppers should be believable and fit into their demographic. So make sure you know how the “shopper” usually communicates, in this case when creating a youthful character the use of emojis can really come in handy.

We wish you a very happy #WorldEmojiDay and hope this piece encourages you to try new ways in which to communicate with your audience. 

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Topics: phones, mystery shoppers, communication