Why we use BLAKE
Sometimes our customers may share they feel suicidal. Sometimes they'll share their plans to end their life. On rare occasions, we may have a customer experiencing a crisis whilst talking to them.
All of these are difficult calls to handle and any mention of suicide should be treated seriously.
BLAKE is a way for us to navigate a conversation with our customers to keep them safe. It helps us to focus on how we should respond.
We should always escalate these cases to a manager or VC champ to ensure we follow up with the customer too.