This podcast is sponsored by Supportman, which connects Intercom to Slack and uses AI to give agents feedback and surface problems in real time. The holidays don’t look the same for everyone. Some teams shut down for a week, while support teams have to keep the queue moving. On global teams, there are even more calendars to juggle, and not everyone experiences this season as joyful. In this episode, Jen talks with Kathy Fava, an experienced support leader with practical ideas for navigating D...
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This podcast is sponsored by Supportman, which connects Intercom to Slack and uses AI to give agents feedback and surface problems in real time. The holidays don’t look the same for everyone. Some teams shut down for a week, while support teams have to keep the queue moving. On global teams, there are even more calendars to juggle, and not everyone experiences this season as joyful. In this episode, Jen talks with Kathy Fava, an experienced support leader with practical ideas for navigating D...
Tone Matters: The Document That Keeps Buzzsprout’s Support Team Unified
Live Chat with Jen Weaver
45 minutes
9 months ago
Tone Matters: The Document That Keeps Buzzsprout’s Support Team Unified
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 maint...
Live Chat with Jen Weaver
This podcast is sponsored by Supportman, which connects Intercom to Slack and uses AI to give agents feedback and surface problems in real time. The holidays don’t look the same for everyone. Some teams shut down for a week, while support teams have to keep the queue moving. On global teams, there are even more calendars to juggle, and not everyone experiences this season as joyful. In this episode, Jen talks with Kathy Fava, an experienced support leader with practical ideas for navigating D...
