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 adaptingWhether 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.

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