Deployed: The AI Product Podcast
How Help Scout Moved From Traditional SaaS To An AI-Native Product Company: A Conversation with Nick Francis & Luis Morales of Help Scout
Jan 6, 2025
Nick Francis, CEO of Help Scout, and Luis Morales, VP of Engineering, dive into their journey transforming a 13-year-old customer support platform into an AI-first company. They discuss their shift from skepticism to embracing AI for enhancing customer experiences. The duo shares insights on experimenting with AI features, evolving business models, and the challenges of prompt engineering. They emphasize the importance of an experimentation-driven culture and the new role of AI product quality experts, offering valuable advice for companies navigating AI integration.
52:16
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Quick takeaways
- Help Scout successfully shifted its focus from skepticism to embracing AI, integrating it to enhance customer experiences rather than merely automate tasks.
- The company overhauled its business model to charge based on customer interactions, fostering accessibility to support tools and promoting a customer-centric ethos.
Deep dives
Transitioning to AI-Native Business Model
Help Scout has transformed from a non-AI-native company to integrating artificial intelligence as a core component of its product offerings. The shift involved not only adopting AI technologies but also redefining the business model to adapt to the changing landscape where generative AI plays a pivotal role. As AI started to become accessible for all customer segments, Help Scout pivoted its focus to harness AI for improving customer experiences rather than using it for deflection or merely automating tasks. This transition demonstrates the importance of understanding AI's capabilities and limitations and using that understanding to create delightful experiences for customers.
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