Hello everybody. My guest today is Nick Francis. He's the co-founder and CEO of a company called Help Scout, where he's on a mission to make every customer service interaction a more human one. His two passions, technology and entrepreneurship, let him to start a web consultancy soon after college where I learned how to craft user experiences with his partner. In 2010, the trio founded the company Help Scout. We're going to dive in today.

Nick, are you ready to take us to the top? Let's do it. All right, very good. So first off,

super crowded space. How are you differentiating? Well, I think it's really important to approach

all problems from the customer and work your way backwards. And when we learned a lot about the help desk space,

the customer service space a long time ago,

we found that the help desks were sort of born in the enterprise.

And the customer experience was really terrible.

And so we just wondered what it might be like

if we created something with a great customer experience,

work our way backwards,

and it ended up being a really different product. And so that's where we end up. And it's pure

SaaS business model? Yes. Yeah, pure SaaS. That's great. Give me a general sense, average customer. What are they

paying per month? Our average customer is probably seven users, so a relatively small support team.

Could be a larger overall team, but typically we're working with mostly small business

customers, anywhere from three people all the way up to 500 people or so.

Okay. And you said an average there was seven, but what do they actually pay for those seven

seats on average? Yeah, so on average, I guess that would be about 140 bucks.

Okay, very good.

All right, so you launched.

Now, was 2010 official launch year?

2011.

2011.

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