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

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