أهمية الحفاظ على نغمة صوت متجرك في الرسائل والإشعارات

Sahl Sunday,05 Oct 2025

In the world of e-commerce, competition has become extremely intense in the Saudi market. Today, customers receive dozens of notifications from different stores, but what truly grabs their attention is the unique style and tone of voice that lets them recognize you even before they see the store name.
Your store's tone of voice is its online "personality," and it builds an ongoing relationship between you and your customers. Whether it's emails, mobile notifications, or even WhatsApp replies, every word leaves an impact.
1. What is meant by store tone of voice?
Tone of voice is the way your brand speaks to its audience.
Simply put, it's the "style of speech" that distinguishes you from others.
For example, some Saudi stores speak in a friendly and casual tone:
"Ready to order your coffee? Today's discount is on us!"
While other stores choose a formal and relaxed tone:
"We are pleased to inform you of the start of our weekend offers."
Each tone conveys a different feeling, and the important thing is to choose a tone that suits your audience and consistently adhere to it.
2. Why is tone of voice important?
Because it creates a store's "identity" in the customer's mind.
Saudi customers quickly distinguish between stores that speak with a genuine spirit and those whose tone is dry or robotic.
When your tone is consistent and expressive, customers begin to feel like the store is close to them and treat you like a friend, not a company.
This enhances loyalty and trust, and increases the likelihood that the customer will buy from you again.
3. How do you determine your store's tone of voice?
Before writing any message or notification, ask yourself:
* Who are my customers? Young people? Families? Businessmen?
* What image do I want to convey about my store?
* Do I want to be friendly? Smart? Formal? Fun?
For example, a store selling personal care products might use an elegant and soft tone,
while a store selling electronics might choose a smart and fast tone.
The most important thing is that the tone is consistent across all channels: the website, messages, social media, and even automatic responses.
4. How do you maintain the tone in messages and notifications?
The key here is consistency.
That is, if your tone is fun, don't make your push notifications formal and boring.
For example:
"Your order number #12345 has been received successfully."
"Your order is ready, hero. Your number is #12345. Get ready for delivery!"
Even small messages like "One-time password" or "Amount received" can be tailored to reflect your personality.
The goal is for the customer to feel the same tone in every interaction with them—both before and after the purchase.
5. Examples from the Saudi market
Some stores in Saudi Arabia, such as Nana'a, Jahez, and Noon, have a very clear tone of voice.
Their messages are simple, relatable, and use local vocabulary and a friendly tone.
The customer feels like the app "speaks their language," and this is a big part of their communication success.
Even in formal situations (such as a delayed delivery), they write in a lighthearted tone that reduces tension and maintains camaraderie.
6. How do you build your team around this same tone?
It's not just the writer who needs to know the tone—everyone on the team needs to master it.
Whether they're writing emails, responding to customers, or even preparing posts, everyone should speak the same way.
You can create a store tone guide that explains:
* Words to use and avoid
* How to greet and close emails
* Examples of appropriate tone in each situation
7. How do you balance friendliness and professionalism?
Your tone can be friendly and accommodating without losing its professionalism.
The key is simplicity and clarity, while respecting the customer.
You can say:
"Your order is being prepared. We will deliver it to you soon, God willing" instead of:
"Your order is being processed. We will deliver it as soon as possible."
The second is formal, but the first leaves a stronger and more warm impression.
Your store's tone of voice isn't just words; it's part of your identity, values, and communication style.
In Saudi Arabia, customers value stores that speak their language and understand them, because human connection is what makes the difference between a forgotten store and a beloved one.
Make sure every notification and every message is an extension of your identity—because it's the little details that build the biggest trust.