PREACH: A tone of voice framework for customer support

The company Intercom has developed a customer support tone of voice framework called PREACH, which stands for Proud, Responsible, Empathetic, Articulate, Concise and Human. This framework helps ensure consistency in the way support teams communicate with customers, while also delivering personalized and conversational support at scale. The framework is designed to be easily understood, remembered, and shared, using an acronym that guides teams on how to approach customer interactions. By applying the PREACH framework, Intercom aims to maintain excellent customer relationships, deliver high-quality customer experiences, and reinforce its company culture and standards.