Inside Help Scout’s Mission to Optimize The Customer Experience First

Nick Francis has worked with his Help Scout co-founders, Denny and Jared, for the last 13 years.

Before Help Scout, Nick and his co-founders were running a consultancy helping companies build web apps.

Since Nashville (the city where they all lived at the time) wasn’t known for attracting venture capital, Nick and his co-founders were inspired by a different playbook–of software companies that started as service businesses, which enabled them to bootstrap their way to early success.

Companies like Basecamp, Litmus, Campaign Monitor, MailChimp, Fresh Books, just to name a few.

So they took on clients as a way of improving their craft. They wanted to get really good at building products for the web.

Along the way, Francis became fascinated with the customer service space and more specifically, what makes a great customer experience.

Dissatisfied with the products in that market, he wanted to build something that was optimized for a great experience first.

Seven years after launching Help Scout, they’ve grown to 75 employees located in over 50 cities, have been profitable since year two, and have raised $12 million as a tool to help further their mission.

Here’s the story of everything in between…

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