Episode description
Episode description
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