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Nick Francis

CEO and co-founder of Help Scout, a customer support platform for small and mid-sized businesses. Focuses on customer-centric culture and leveraging AI to improve customer experience.

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Jan 6, 2025 • 52min

How Help Scout Moved From Traditional SaaS To An AI-Native Product Company: A Conversation with Nick Francis & Luis Morales of Help Scout

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.