Online retailers must embrace emojis, warns ParcelHero

"People of all ages are happily emoting with emojis, and are using them to communicate with e-tailers to give feedback on products and deliveries."
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Retail delivery outfit ParcelHero is warning that online retailers need to be emoji-savvy to engage with consumers.

According to a ParcelHero survey, emojis, small image icons such as a smiling face or ‘thumbs up’, are now being used by 92 per cent of the online population.

"Internet traders from the smallest eBayer to giants such as Amazon all need to start using the language of emojis," said ParcelHero’s head of public relations, David Jinks.

"ParcelHero’s new research shows that people of all ages are happily emoting with emojis, and are using them to communicate with e-tailers to give feedback on products and deliveries. After all a smiling face, or a frowning face for that matter, says a thousand words.

"Emojis are not just for millennials. Web users in their 40s and beyond are enthusiastically using them, they are quicker to use and more immediate in their message than text. Interestingly our research, and that of Emoji designers Emogi, shows woman are even more likely to use them than men. Increasingly consumers are using them when communicating with retailers, and switched-on retailers will do well to echo this style in their messages to customers.

"In New York, some fast food stores are accepting burger and fries emoji icons as actual orders. After all, what else needs to be said? Emojis are fun, but for web retailers they are also a serious opportunity to talk to their consumers in a less formal and more engaged way."

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