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
• (02:36) - Ian returns!
• (03:27) - Rebuild? Redesign? Relaunch? What is this?
• (04:24) - Is this a SaaS?
• (08:25) - Is this the first rebuild?
• (11:14) - Why rebuild? Why now?
• (17:37) - AI in customer support tools
• (22:50) - Killing vs. reworking features
• (26:09) - Thinking about competitors
• (29:29) - Roadmap and timeframe
• (30:37) - Founder designing vs delegating
• (34:23) - Rolling out the rebuild

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