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