There are also basic rules, which, if not followed, can alienate customers:
Do not use capital letters in the text - Caps Lock is often associated with shouting, aggression. It is acceptable to highlight the most important words.
Don't overdo it with question marks or exclamation marks - they also cause a negative reaction from customers.
Do not overuse emoji. "Emoticons" are not always displayed correctly in messages, Phone with them can be perceived as spam.
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