Back to all episodes Episode 12

We Had to Bet the Company — Nick Francis on Reinventing Help Scout

with Nick Francis, CEO and Cofounder of Help Scout

April 13, 2025 | 44 minutes

About this episode

Nick Francis made the decision to kill Help Scout's decade-old pricing model and completely reinvent the business. He shares what it takes to bet the company on change.

Topics covered

  • Business model reinvention
  • Pricing strategy changes
  • Values-aligned business decisions
  • Long-term vs short-term thinking
  • Betting the company

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