Communicating with emojis

On July 17, we celebrate World Emoji Day!

We're a bit late 😐 sharing insights about this day. But we just couldn't let it pass without a mention 😊 because emojis have a meaningful connection with customer service 💬 🤝. We do not want to miss out on highlighting that.  

Emojis have become a natural part of our daily conversations whether we're texting on WhatsApp, posting on Instagram, or simply sending a quick message. These tiny symbols help us express how we feel, share emotions, and add meaning or personality to our chats. Emojis often say what words can’t, making communication faster, clearer, and more human.

On this special day, I’d like to spotlight how emojis are incorporated into Zoho Desk and how they help enhance customer service and internal communication.

Emojis in customer conversations  

While customer support conversations are usually professional, emojis can play a subtle but powerful role. One example is the Customer Happiness Rating in Zoho Desk. After an interaction, customers can respond with a happy or sad emoji to quickly share how they felt about the service. This simple feedback system helps organizations gauge satisfaction in real time and make necessary improvements. Every click on a happy or sad emoji gives insight into how we’re doing and how we can do better.

Zia sentiment analysis  

Zia, Zoho Desk's AI assistant, adds another smart layer of emotion-aware communication. When a ticket comes in, Zia provides a sentiment analysis, showing a small emoji next to the customer's name: positive 😊, neutral 😐, or negative 😞.

This helps agents instantly understand the customer’s emotional state, even before reading the ticket. It ensures quicker, more thoughtful responses, which lead to faster resolutions and stronger customer relationships.

Zia Reply Assistant for tone control  

The Zia Reply Assistant helps generate responses using your knowledge base—and it also lets you adjust the tone of your reply. Whether you want to sound formal, friendly, assertive, or empathetic, Zia can help set the right tone using visual emoticons for guidance.

This blend of professionalism and emotional intelligence ensures that agents remain respectful and efficient while also being human and relatable.

Now it’s your turn!  

On the occassion of this World Emoji Day, tell us in the comments

• How do you use emojis in your daily communication?
  
• Do you use emojis in conversations with customers?
  
• Do you find emojis helpful? Or not so much?
  

Until next time, goodbye and happy emoji-ing!

Regards,

Lydia | Zoho Desk.

• Topic Participants

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