--- title: "163: CXChronicles Podcast 163 with Nick Francis, Co-Founder & CEO at Help Scout" description: "163: CXChronicles Podcast 163 with Nick Francis, Co-Founder & CEO at Help Scout" --- [Skip to content](https://www.cxchronicles.com/blog/163-cxchronicles-podcast-163-with-nick-francis-co-founder-ceo-at-help-scout#main) [![CXChronicles home](https://www.cxchronicles.com/hs-fs/hubfs/%5BBRANDING%5D/Updated%20CXC%20Logo%202021.jpg?width=500&name=Updated%20CXC%20Logo%202021.jpg)](https://www.cxchronicles.com/) [Services](https://www.cxchronicles.com/services/) [Partners](https://www.cxchronicles.com/partners/) - [Strategic partner networkVetted CX and RevOps tools, preferred pricing](https://www.cxchronicles.com/partners/) - [HubSpot Solutions PartnerImplementation, onboarding and migration](https://www.cxchronicles.com/partners/hubspot/) [Podcast](https://www.cxchronicles.com/podcast/) - [The CXChronicles PodcastEpisodes, rankings and how to listen](https://www.cxchronicles.com/podcast/) - [Content bundles and sponsorshipFeatured episodes for your brand](https://www.cxchronicles.com/podcast-content/) [Events](https://www.cxchronicles.com/events/) [Insights](https://www.cxchronicles.com/insights/) - [BlogArticles and guides from CX leaders](https://www.cxchronicles.com/insights/) - [Case studiesResults from our clients](https://www.cxchronicles.com/case-studies/) - [The Four CX Pillars bookAdrian's playbook for growing with CX](https://www.cxchronicles.com/the-four-cx-pillars/) [About](https://www.cxchronicles.com/about/) [Book a consultation](https://www.cxchronicles.com/contact-us/) Menu - [Services](https://www.cxchronicles.com/services/) - [Partners](https://www.cxchronicles.com/partners/) - [HubSpot Solutions Partner](https://www.cxchronicles.com/partners/hubspot/) - [Podcast](https://www.cxchronicles.com/podcast/) - [Content bundles and sponsorship](https://www.cxchronicles.com/podcast-content/) - [Events](https://www.cxchronicles.com/events/) - [Insights](https://www.cxchronicles.com/insights/) - [Case studies](https://www.cxchronicles.com/case-studies/) - [The Four CX Pillars book](https://www.cxchronicles.com/the-four-cx-pillars/) - [About](https://www.cxchronicles.com/about/) - [Book a consultation](https://www.cxchronicles.com/contact-us/) [Insights](https://www.cxchronicles.com/insights/) # 163: CXChronicles Podcast 163 with Nick Francis, Co-Founder & CEO at Help Scout By **Adrian Brady Cesana** March 30, 2022 [Podcast](https://www.cxchronicles.com/blog/tag/podcast) Hey CX Nation, In episode #163 of The CXChronicles Podcast we welcomed Nick Francis, Co-Founder & CEO at Help Scout based in Boston, MA. Help Scout is designed with your customers in mind. Provide email and live chat with a personal touch, and deliver help content right where your customers need it, all in one place. The customer experience is simple and training staff is painless, but Help Scout has all the powerful features that you need to provide great support at scale. With best in-class-reporting, an integrated knowledge base, 50+ integrations and a robust API, Help Scout lets your team focus on what really matters: your customer portfolio. Help Scout is trusted by 12,000+ customers in over 140 countries, including Buffer, GrubHub, AngelList, and Timbuk2.  In this episode Nick and Adrian chat through how Help Scout tackles The Four CX Pillars: Team,  Tools, Process & Feedback + share some of the tips & tricks that have worked for the team over at Help Scout as they've built & grown their team & customer portfolio. \*\*Episode #163 Highlight Reel:\*\* 1\. Getting CX Right helps your company build trust, makes people happy & helps you grow 2\. Betting on the best available talent over geography to make a world-class remote team 3.  Investing in your business intelligence solution early & piping every possible data set into it 4\. Why everything in your company needs to be documented to build optimal living playbooks 5\. Building your MVP Voice of Customer (VOC) Task Force to optimize your CX/CS efforts Huge thanks to Nick for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the customer experience and success space into the future. [Click here to learn more about Nick Francis](https://www.linkedin.com/in/nickfrancis1/) [Click here to learn more about Help Scout](https://www.helpscout.com/) If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. 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