How do you keep a support team sounding human, helpful, and on-brand as it grows? When scaling, tone drift can turn great support into inconsistent and robotic interactions. Priscilla Brooke, Head of Podcaster Success at Buzzsprout, joins us to share how her team created a Tone Document that ensures every interaction stays clear, friendly, and aligned with their brand.
In this episode, we cover:
✅ How Buzzsprout’s values shaped their tone guidelines
✅ The 4 key tone pillars they use to maintain consistency
✅ How they train, QA, and reinforce great communication
✅ The impact of a unified tone on trust and efficiency
✅ Steps to build your own tone document for scalable support
Links & Resources:
🔗 Listen to Priscilla Brooke on the Happy to Help podcast: https://happytohelp.buzzsprout.com/
🔗 Exclusive resources for this episode, including a worksheet and template: https://drive.google.com/drive/folders/1f3h-ZDr2Z7eSECr3Rd1h-PESsib2I1EQ?usp=sharing
Take Action:
📩 Get Weekly Tactical CX and Support Ops Tips: https://live-chat-with-jen.beehiiv.com/
🦸 Check out our sponsor: Supportman.io
Episode Time Stamps:
00:00 – Introduction to the episode & topic
02:15 – Meet Priscilla Brooke & Buzzsprout’s Support Strategy
05:30 – The importance of tone in written support
10:45 – How Buzzsprout built their Tone Document
15:20 – Training and reinforcing tone within the team
20:40 – Measuring success & impact on customer trust
25:55 – How you can build a Tone Document for your team
30:15 – Final thoughts & actionable takeaways
Popular Podcasts
On Purpose with Jay Shetty
I’m Jay Shetty host of On Purpose the worlds #1 Mental Health podcast and I’m so grateful you found us. I started this podcast 5 years ago to invite you into conversations and workshops that are designed to help make you happier, healthier and more healed. I believe that when you (yes you) feel seen, heard and understood you’re able to deal with relationship struggles, work challenges and life’s ups and downs with more ease and grace. I interview experts, celebrities, thought leaders and athletes so that we can grow our mindset, build better habits and uncover a side of them we’ve never seen before. New episodes every Monday and Friday. Your support means the world to me and I don’t take it for granted — click the follow button and leave a review to help us spread the love with On Purpose. I can’t wait for you to listen to your first or 500th episode!
Stuff You Should Know
If you've ever wanted to know about champagne, satanism, the Stonewall Uprising, chaos theory, LSD, El Nino, true crime and Rosa Parks, then look no further. Josh and Chuck have you covered.
The Joe Rogan Experience
The official podcast of comedian Joe Rogan.