Nick Francis is a calm, collected guy. He's cofounder and CEO at a company called Help Scout, a customer service dashboard used by seven thousand companies around the world.
My first interaction with Nick was several years ago when the product first came out. It was kinda meta. Nick was providing customer service for his customer service dashboard via his customer service dashboard. Got it? He was helpful, polite, and those first interactions inspired our own approach to customer service for both Kin and DoneDone.
Nick and his team have accomplished something few other software companies have: they've kept their product experience simple and refined amidst an increasingly complex feature set.
I visited Nick in the Help Scout office in Boston, just a few hundred feet from the final resting place of one Benjamin Franklin.