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05/23/2015 10:12 AM ID: 100638 Permalink   

Study: Emoticons May Signal Better Online Customer Service


A study by researchers at Penn State University found that people who chatted with online customer service agents gave higher scores to the agents who regularly used emoticons than agents who did not use emoticons.

"The emoticon is even more powerful than the picture [...] the fact that the emoticon came within the message and that this person is conveying some type of emotion to customers makes customers feel like the agent has an emotional presence," lead author S. Shyam Sundar says.

Futhermore, the study showed that agents who are fast typists are also more likely to leave customers happy.

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