Inside The Workflow
Dive into "Inside the Workflow" by Zight, where we explore the latest trends, tools, and techniques reshaping modern workspaces. Join us for expert insights and actionable tips to optimize your productivity and enhance your workflow efficiency.
Inside The Workflow
#33 Nick Francis, Co-Founder & CEO, Help Scout
In this episode of Inside the Workflow, Scott welcomes Nick Francis, Co-founder and CEO of Help Scout, for a deep, thoughtful conversation on entrepreneurship, customer support, product vision, and doing hard things—both in business and life.
Nick shares the 14-year journey of Help Scout, from its early days as a simple shared inbox tool to its transformation into a mission-driven customer support platform with a new pricing model designed for the AI era. He opens up about founding the company with close friends, the influence of hospitality on product design, building remote-first culture with intention, and why he’s obsessed with solving the customer support problem.
In This Episode, We Discuss:
• The founding story of Help Scout & TechStars beginnings in Boston
• Why great customer experiences are at the core of their product
• Lessons from hospitality and brand building
• Adopting a remote-first culture and maintaining team connection
• How AI is transforming customer support—and how Help Scout is adapting
Whether you’re a founder, product builder, or support leader, this episode is packed with wisdom on building a durable business while staying true to your values.
Subscribe for more conversations with tech leaders who are reshaping the way we work.