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
Cold Case Files: Miami
Joyce Sapp, 76; Bryan Herrera, 16; and Laurance Webb, 32—three Miami residents whose lives were stolen in brutal, unsolved homicides. Cold Case Files: Miami follows award‑winning radio host and City of Miami Police reserve officer Enrique Santos as he partners with the department’s Cold Case Homicide Unit, determined family members, and the advocates who spend their lives fighting for justice for the victims who can no longer fight for themselves.
24/7 News: The Latest
The latest news in 4 minutes updated every hour, every day.
Crime Junkie
Does hearing about a true crime case always leave you scouring the internet for the truth behind the story? Dive into your next mystery with Crime Junkie. Every Monday, join your host Ashley Flowers as she unravels all the details of infamous and underreported true crime cases with her best friend Brit Prawat. From cold cases to missing persons and heroes in our community who seek justice, Crime Junkie is your destination for theories and stories you won’t hear anywhere else. Whether you're a seasoned true crime enthusiast or new to the genre, you'll find yourself on the edge of your seat awaiting a new episode every Monday. If you can never get enough true crime... Congratulations, you’ve found your people. Follow to join a community of Crime Junkies! Crime Junkie is presented by audiochuck Media Company.