Rebuilding a SaaS from the ground up with Ian Landsman (HelpSpot)

Ian Landsman and his team at Userscape work on HelpSpot, a well-established SaaS product for customer support.  And after well over 10 years in business, they decided to embark on a full rebuild of their app.

Brian and Ian's conversation was recorded on November 3rd, 2023.

• (00:00) - Rebuilding a SaaS with Ian Landsman


• (00:48) - Ian returns!


• (01:39) - Rebuild? Redesign? Relaunch? What is this?


• (02:36) - Is this a SaaS?


• (06:37) - Is this the first rebuild?


• (09:26) - Why rebuild? Why now?


• (15:49) - AI in customer support tools


• (20:19) - Killing vs. reworking features


• (23:38) - Thinking about competitors


• (26:58) - Roadmap and timeframe


• (28:06) - Founder designing vs delegating


• (31:52) - Rolling out the rebuild