Nick Francis

speaker

323 appearances 1 recordings 1 series first heard Jun 2026 last heard 30 Jun

Nick Francis’s voice in public audio — every appearance, attributed to the second.

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Recordings per month over the last 12 months — 1 in all, peaking in Jun 2026 with 1.

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Startups For the Rest of Us · Episode 839 | The Journey Growing Help Scout to $35M ARR · 30 Jun 2026 podcast

And so one thing that we noticed in our pricing research is that people have various definitions of what an AI resolution is.

So the way Intercom, for instance, defines an AI resolution is not the way 98% of the market actually defines an AI resolution.

And so it's like, what if you just didn't even have to worry about an AI resolution?

Because I think that's kind of a, it's a funky metric.

Like the person could literally reach out via email the next day, and that's not an AI, that's not resolved.

So we felt like a contact was a really clean way to capture value, but not have to worry about all the semantics and details.

It wasn't going to be that complicated.

And contacts are a very familiar metric, at least in other industries, like the one Drip was in.

And so we felt like it was generally acceptable, like people would understand it.

And so we tested and we iterated on three different variations of pricing and packaging over the course of 12 months.

Long story short, it wasn't there.

Even when this new usage-based business model would benefit a customer, even when they would pay less, they just didn't want to do it.

So there's a perception that people have more control over their costs when they pay per seat.

And yeah, technically they do.

The problem is that our pricing per contact was actually 30% less variable than per seat.

It was actually more consistent, more predictable, but that's not the way that people saw it.

They just...

They saw the status quo and the way that people bought this software and they wanted to do it that way.

And so we ended up landing on a hybrid, which is kind of where the whole market has now landed, which is seats plus you pay for AI resolutions, which is what we wanted to avoid.

But I think that's what the market clearly told us they wanted to do.

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