Open Threads

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

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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
    • ...more
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    Open ThreadsBy Brian Casel
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