This is a great example of when people will rebuild with AI instead of continue using your product.
How do you avoid this happening to your SaaS? I don't have all the answers, but my approach right now with Buffer is that we need to eliminate as much friction as possible, and add as much flexibility and customizability as possible (which includes the existing API, MCP, CLI).
Going forward, when customers feel friction they won't just wait for you to improve it, and they won't even just look at competitors. They'll wonder whether they can build something better for themselves. And if they can add something your product couldn't do, then it is by definition better for them, even if it's missing a lot of other features your product has.