Digital Domination Series: Featuring Nick Francis & his Presentation on Lessons Learned running a SaaS business

Nick Francis is the co-founder and CEO at Help Scout which is a simple, straightforward way to provide excellent customer support.

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In early 2011, the team moved from Nashville to Boston to participate in the TechStars startup accelerator. Today several thousand people use Help Scout on a daily basis to deliver personalized customer support at scale.

Presentation: Lessons Learned in 3 years running a SaaS business

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Background:

Nick Francis is the co-founder of Help Scout which is a simple, straightforward way to provide excellent customer support.

Help Scout started in 2005, when the founding team started a small web design company. By working with 100+ companies large and small, along with building a couple products, they learned a lot about what small businesses need in order to make customers happy. First on the list was a simple way for teams to share an email inbox, which is where they started with Help Scout.

In early 2011, the team moved from Nashville to Boston to participate in the TechStars startup accelerator. Today several thousand people use Help Scout on a daily basis to deliver personalized customer support at scale.

After Francis graduated college with a degree is Music Business, he quickly found “computers to be much easier to manage than people.”

Francis found himself partnered with long-time friends Denny Swindle and Jared McDaniel, building websites together for small, medium and large businesses under the name Project83.

The group founded Feed My Inbox in September of 2008, quickly gathering over 175,000 users and making money from something that they built “for fun“. As the three continued to work on both Project83 and Feed My Inbox, they realized that they had a communication problem.

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