It may need (I don't know if they have this already, and I don't care to do the research) a "Report" button with various options including "Hate speech" and "Takedown Request: Moral Rights" and similar.
Think about it: A political image that's offensive to one side or another could generate hundreds of thousands of protest calls, if everyone had the right to speak to a human. I mean, if you knew you had this right, and you wanted them to take down an image, then of course you're going to demand the right to talk to someone. To say that you don't like the image.
Which they could just as easily handle with a Report button and a single review of the image by a human to check to see that it satisfies the ToS.
And that's just one image. Every one that goes viral could result in hundreds of thousands of calls.
No, it really just doesn't scale. If you give people the means to call you, you need to be able to handle way more people calling than you have customers, and some companies that provide a valuable service simply don't have the margin.
Additionally, you are not a customer of giphy. So now giphy has to reasonably have the amount of human customer support for non-customers? So, essentially everyone on earth?
Yes, you'll need more staff depending on your business' impact on people's lives, regardless if they are "customers" or not. If you have so many complaints you can't pay enough people to deal with it, you should not be in business.
[1] https://www.theguardian.com/commentisfree/2020/dec/16/pornhu...
Giphy hosts user-generated content and encourages sharing.
Imagine someone uploads a gif of you and fake subtitles of racial slurs and calls to violence.
It starts trending. Your friends and families are asking you about it. You've submitted a request to remove it, but got no response yet. You can't get hold of any human at Giphy. You get a call from your company's HR.
Giphy definitely needs human customer support.