Voice is the consistent personality of your brand, while tone is the emotional inflection that changes based on the situation (e.g., being empathetic during an outage vs. being celebratory during a product launch).
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Why does Support need a separate tone guide?
While brand voice is consistent, a support agent needs to know when to be formal (billing issues), when to be technical (API docs), and when to be casual (community forums). A voice and tone guide ensures consistency across the team.
Knowledge Challenge
Mastered Documenting Voice and Tone for Support? Now try to guess the related 6-letter word!
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