Writing coach Leslie O’Flahavan on the dos and don’ts of customer messaging
Intercom, Inc.
NOVEMBER 17, 2021
The writer should be confident that their readers can understand and use the language, especially in delicate situations where the customer may already be upset. Emoji use in customer support is a no-brainer when the brand’s voice is playful and fun – just make sure it’s there for embellishment, not carrying content or replacing words.
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