Today I published Intercom’s first ever data report with my colleague Sara Yin where we explored emoji trends in business messaging. We analyzed more than two million anonymized conversations that took place between our customers (i.e. businesses) and their end users (i.e. consumers) during a 3-month period, from June to August in 2015 and 2016. Below is a just a couple of the interesting things we found. You can read the full report here and a fun blog post here.
#1 Emojis improve message engagement
We discovered that messages started by a business that contained an emoji were four times more likely to elicit a response from a consumer than those that didn’t!!
#2 The Top 20 Emoji
The top 20 emoji found in messages in 2016 were quite similar to ones you might use in your personal life. Category-wise, over a half (51%) of the top 20 emoji fall under a facial category, followed by object-based emoji (18%). As you might expect in a business setting, money-related emoji also featured (11%).
When we compare the top 20 emoji used by businesses vs. consumers we find some real differences! Consumers used facial emoji 30% more than businesses did (83% vs. 51%); businesses stuck to objects (18%) and money symbols (11%), neither of which show up in the consumer list.
After 2.5 years in Yahoo Labs, I’ve decided to leave the world of industrial research labs and join an exciting, mature Irish startup called Intercom as Senior Product Analytics Manager. While I have thoroughly enjoyed my experience and journey in Yahoo and have learned a great deal from my colleagues there, it’s time for a new challenge and the next chapter.
At Intercom my task is to help build up and lead a product analytics team who will work closely with product, design and research teams to generate insights and metrics that will inform the design, development and measurement of Intercom products. The role starts here in San Francisco but is based in Dublin so in a few months time my family and I will be moving back home to Ireland after almost 8 long years away!
Overall I’m super excited about this next venture. In particular the opportunity to work at such an exciting company who cares deeply about user experience, the challenge of leading a product analytics team and shaping a culture around data, the potential to have such a positive impact on Intercom’s products and of course the opportunity to return home to Ireland.
Intercom’s mission is to Make Internet Business Personal. And they are achieving this through an integrated platform of products that enable businesses to acquire, engage, learn from and support their customers.
We’re hiring!!! So if you’re interested in data science, quantitative research and analytics with a passion and interest in product, then please get in touch! Here’s to a very exciting 2016 🙂