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How Nick Francis Built a Remote Team at Help Scout So Businesses Can Deliver Great Customer Service

How Nick Francis Built a Remote Team at Help Scout So Businesses Can Deliver Great Customer Service

On today’s episode of Gritty Founder, Kreig Kent talks to Nick Francis about how his entrepreneurial journey and how he founded Help Scout. Nick shares insights on the benefits and challenges of building a remote team.

Nick co-founded Help Scout in 2011, and today their software is used by more than 8,000 companies in 140 countries.

Some Questions Kreig asks Nick:

– When did you decide you wanted to build a product, and how did you come up with the idea for Help Scout? (12:21)
– How did you meet your cofounders? (14:52)
– What do you think is the most important ingredient for an entrepreneur to have? (16:29)
– What made you decide to build a remote team? (18:16)
– What are the tradeoffs of working remotely rather than in an office environment? (22:44)
– How do you track productivity? (25:13)
– What advice do you have for a founder who is starting a tech company and wants to find a cofounder, possibly remote, to build the idea? (29:24)
– What is one process that has worked really well for Help Scout as a remote team? (34:06)
– For an entrepreneur who is looking to build a SaaS company, what is some advice you can give them? (40:14)

In This Episode, You Will Learn:

– About Nick’s background, his journey as an entrepreneur, and how he started Help Scout (4:21)
– The importance of having a desire to be great at a craft and a thirst for learning new things (16:40)
– The benefits and challenges of building a remote team (18:21)
– Take advantage of the open source community (29:47)
– Build something great, in whatever format you can, to show and attract talent. You need to have more than an idea as a founder before you try to bring someone on board. (30:21)
– How Help Scout maintains its blog and content creation (35:45)
– Why Help Scout raised money after profitability (37:39)
– Focus on building a great business (40:28)

Connect with Nick Francis:

Help Scout

See Also

Also Mentioned on This Show…

Nick’s favorite quote:
“Treat your wife like a cofounder.”

Nick’s book recommendation:
Barbarian Days by William Finnegan

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