Today’s interview is with Nick Francis, CEO and co-founder of Help Scout, a Saas software company that provides an email-based customer support platform, knowledge base tool, and an embeddable search/contact widget for customer service professionals. Nick joins me today to talk about the ‘craft’ of customer support, making support and contact centre agents heroes and their latest Customer Support Survey.
This interview follows on from my recent interview – Marrying self organising teams and customer obsession – Interview with Andrew Lawson – and is number 231 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Highlights from my conversation with Nick:
Nick Francis is Co-founder and CEO of Help Scout, where he is on a mission to make every customer service interaction a more human one.
His two passions — technology and entrepreneurship — led him to start a web consultancy soon after college. For several years, he learned how to craft user experiences with his partners, Denny Swindle and Jared McDaniel.
In 2010, the trio founded Help Scout and left their hometown of Nashville to join the TechStars accelerator program in Boston. That program, along with the Boston startup ecosystem, helped transform Help Scout into something real — a successful, remote company now serving more than 8,000 customer support teams around the globe.
Nick lives and breathes product design, customer experience, and building a thoughtful, thriving company. He feels lucky to wake up every day and work alongside people who challenge him to grow and do great work.
Remember: Go to Help Scout’s blog and look for the blue subscribe button, check out Support Driven, say Hi to Help Scout and Nick on Twitter @helpscout and @nickfrancis and connect with Nick on LinkedIn here.
Thanks to pixabay for the image.