Cutting the cord on inappropriate customer conversations

At Intercom, a customer support company, they recognize that inappropriate customer conversations can be emotionally draining for both customers and support representatives. They have implemented a robust process to address this issue, including pre-written responses called "macros" that help de-escalate situations and protect the team from unwanted comments or behavior. The process also includes offering emotional support to the team, ensuring they feel safe and valued, and empowering management teams to take over conversations when necessary. By prioritizing their employees' mental health and psychological safety above all else, Intercom aims to create a positive work environment where their team can thrive.