378 - Managing Maintenance Plan Support Requests with Phil Storey of Glow

Having a ton of maintenance plan clients is awesome - especially for the recurring revenue. But with ongoing support clients come with ongoing support requests.

Managing this with a dozen or so clients is pretty easy. And as we all know – not all clients ping you every month with requests. But once you get to 30, 40, 50, 100 + maintenance plan clients, you’ve got to have a system for support.

That’s why I’m pumped to share this chat I had with Phil Storey, founder and CEO of Glow.

This one is interesting because, not only did Phil have some solid advice for handling support requests but it was also a chance for me to learn more about his platform.

I’ve been using ManageWP since 2016 and while it’s still my preferred tool for managing multiple WordPress sites, you can’t link in non-WordPress sites and there’s no native support ticketing system.

That’s one of the big value-props of Glow as you can add non-WP sites and their big differentiator in the market is the native support ticketing system.

We dig into all of that and more!

Head to the show notes to get all links and resources we mentioned along with a full transcription of this episode at joshhall.co/378

Episode Transcript

Phil Storey (00:00):
the average client doesn't really understand the
sort of the technicalmaintenance side of that service
, right, they don't understandhow you're updating plugins.
They kind of probably don'treally care as long as like the
site's okay.
Whereas if you think about youraverage client in respect of
support, every client in theworld understands the difference

(00:20):
between good and bad support.
Yeah, so if your support isreally bad, it doesn't really
matter how good your pluginupdate process is or whether
you're backing up every day orevery week, it doesn't matter.
The client's going to leavebecause your support's rubbish.
Whereas if your support isexcellent and it's my belief

(00:41):
that you have a better chance ofmaking it excellent by having a
good tool that helps you do itThey've kind of got no reason to
leave.

Josh Hall (00:51):
Welcome to the Web Design Business Podcast, with
your host, josh Hall, helpingyou build a web design business
that gives you freedom and alifestyle you love.
Welcome, my web designer friend.
So great to have you here for avery important episode of the
show here because we're divinginto an all too common problem

(01:11):
and challenge, and that is howto manage support for your
hosting and maintenance planclients too big of a deal if you
have less than a dozen or soclients, but many of you
listening know once you get to20, 30, 40 clients or websites
you're managing support becomesa challenge.

(01:31):
So we're going to dive into howto do that effectively in this
episode and we're really goingto get into some tactile
strategies that you canimplement, no matter what tool
you use.
And if you're looking for atool to use, I would invite you
to check out glow.
My guest in this episode is Philstory, who is the founder and
CEO of glow, which you can checkout at get glowio, and I'm

(01:55):
going to be completelytransparent with you.
I learned a lot in this episodebecause glow does a lot of
things I didn't even know aboutbefore interviewing Phil.
I've been a managed WP user foryears, but there are some
lacking features In Glow.
While it is still new in thegame, all considered I think
they are on the track topotentially take over a lot of

(02:16):
the other tools, just with howmany features they are including
to add.
And, most importantly, as we'llget into the fact that you can
handle support and supporttickets directly in with your
reporting and WordPressmanagement software.
You can even add sites that arenot WordPress into this system
if you choose to go that route.
So we're going to dive into allthat and more to see if Glow is

(02:36):
a good fit for you and, mostimportantly, give you some
strategies on helping manageyour support requests.
All right, let's dive in.
Phil, pleasure to have you on.

Phil Storey (02:53):
I think it took about a year to make this happen
.
We're so efficient mate Oneyear, that's easy no-transcript

(03:31):
wordpress sites on glow, because, yeah, I guess it's like
there's features of glow thataren't necessarily sort of
dependent on wordpress, you see.

Josh Hall (03:37):
So yeah, so that's interesting because I've found
my community web designer pro isagnostic.
There's a large percentage whouse WordPress because it's the
main tool that I use, but moreand more web designers and I
want to get your thoughts onthis I've found are using other
platforms, often alongsideWordPress.
So they might use WordPress forlarger sites or more complex

(03:59):
stuff, or if there's a lot ofpost types with advanced custom
fields or something like that ofthere's a lot of post types
with advanced custom fields orsomething like that, but there a
lot of my students are actuallyusing squarespace or show it or
which studio or somethingthat's self-hosted for different
platforms.
So I actually I don't know whatyour guys's marketing looks
like, but, man, to know thatglow is actually something that
works for all websites isactually a huge benefit yeah, I

(04:20):
think, uh, I've noticed similarpatterns.

Phil Storey (04:22):
It's interesting hearing your comments on it.
I would say I've noticed itmore in agencies rather than,
like the smaller one, two personoperators, I think.
With those they've tended in myexperience they've almost
entirely been WordPressWordPress.

(04:45):
But agencies I've definitelyseen starting to kind of open up
and look at other platforms andyeah, so I guess that's
certainly a benefit for Glow tobe able to, you know, sort of
handle sites from otherplatforms as well.
And I mean, who knows what'sgoing to happen with WordPress
in the future as well?
Right, so that's just it.

Josh Hall (04:59):
Yeah, I do think the recent ripples with the drama
and stuff have caused a lot ofpeople to not leave WordPress
but just to like explore somedifferent options.

Phil Storey (05:08):
Without question.
Yeah, I mean.

Josh Hall (05:10):
I've talked about this a lot, but I'm such a
Circle fan boy which is aself-hosted platform in my
community and years ago I wouldhave never done anything other
than WordPress but Circle mademe realize, like man, it is kind
of nice as long as it works.
Yeah, there's some things I'dlove to customize, but it's you
know, it's all right.
So with all that in mind andone thing that's interesting
about this is for the folks whoI oversee and work with when

(05:32):
they have WordPress and Wixstudio or Squarespace or
whatever it is, it would begreat to have them in one
platform.
Because I'm a managed WP guy.
I have been for years.
I don't think I can add a sitethat's not WordPress in that.

Phil Storey (05:46):
I mean, it's a long time since I used managed WP.
That's actually why I startedGlow right, because I ran an
agency and we used managed WPfor about four years.
As far as I'm aware, no, youcan't add non-WordPress sites, I
think, when you connect sitesthere you need to put in the
username and password right forwordpress.

(06:06):
So yeah, or it's a connectionkey with the worker plug-in.
Yeah, that's right yeah, yeah,interesting.

Josh Hall (06:10):
So what are you seeing with, before we talk
about some of the specifics with?
I know you know kind of theniche topic here is to talk
about support, which is always ahang-up.
But what are you seeing withmaintenance plans right now and
just the general design foragency and for solopreneurs?
Are you seeing like the goodold classic website care and

(06:30):
maintenance plans still work aswell today as they did maybe
seven, eight years ago, or arethere any differences today, in
2025?

Phil Storey (06:39):
Honestly.
I mean, I started in thisindustry probably a little over
10 years ago, so when I startedmy business I didn't have the
maintenance and the care planside of it, we were just
building websites and I actuallyremember sitting in my kitchen
with my parents talking to them.
I just started business.
I was like man, I've got tofigure out a way to get some
recurring income in here,because it's just like one

(07:01):
project and then no project, andthen you know how it is.
Come in here right, becauseit's just like one project and
then no project, and then youknow how it is.
Um, I honestly I haven't seenlike the just sort of the
general makeup of like amaintenance and care plan.
I haven't seen like too muchdifference in that over those 10
years.
I think that the formula ispretty tried and true and seems
to work for most agencies andyou know, even even smaller like

(07:23):
solopreneur web designbusinesses that are kind of
offering that service.
It's the same sorts of thingspackaged up into different plans
that we've seen for years.
I'm struggling to think ofanything where I've, you know,
certainly in the last few years,where I've thought, oh okay,
that's different, that'sinteresting, that's a unique
take on it.
You know it's pretty standardstuff really.

(07:44):
I'm actually doing quite a bigsort of study at the moment on
pricing generally in maintenanceand care plans in that kind of
industry, because it's a veryregular question that I get
asked by new starts on myLinkedIn profile.
You know, what should I becharging for this kind of
ongoing service?
What should I be charging forthis kind of ongoing service and
I guess I just got asked thequestion enough times, josh

(08:06):
where I was like I feel likethis would be a good resource to
create for people, just to sortof show what people are
charging for this kind of stuffaround the world.

Josh Hall (08:14):
I can give you some insight on that based off of
what I see, that'd be cool.
I will say I'm glad you saidthat because I feel the same.
I feel like what worked adecade ago is actually still
what's working today and,honestly, the proof is in the
pudding.
A lot of the students that I'vebeen talking to, a recent
podcast guest who's a member ofmy community.
She's been doing WordPress foractually nearly 20 years and

(08:36):
she's managing over 200 siteswith just standard maintenance,
just updates, plugins onWordPress, so that all does
still work today.
I do think the differencenowadays that I'm seeing and
this may get into answering youknow your curiosity with the
price points is that there'smore and more room and
optionality, I think, for likegrowth plans and helping clients

(08:59):
get outside of just standardmaintenance and support, but
actual some sort, some sort ofgrowth style plan, whether it's
marketing or SEO or content, andI think that's what is
currently the thing.
That's, I wouldn't saycompeting with support plans,
but it's confusing with supportplans, because just one thing
that I teach my folks is to drawa very, very clear line between

(09:21):
website support, like websitecare plans and maintenance plans
, and website growth plans, andmarketing Totally agree, that's
the biggie.
So I think that's the onlychange that I've seen.

Phil Storey (09:38):
Yeah, I think it's a very fair point and I can
think of a few agencies wherethey've sort of visibly split
that out on the pricing page ontheir website.
They've got the care part of it, which we all know about, and
then, as you say, the growth orthe marketing-related stuff.
I guess it would be a bitconfusing to try and cram all of
that into one monthly plan.

Josh Hall (09:57):
Well, quite frankly, the biggest problem is clients
turn on and off and ramp up anddown marketing.
But if you have a $59 a monthor $99 a month plan.
This is how, like Kami, myrecent guest and WebCenter Pro
member, she's managing over 200sites, many of them a decade

(10:20):
plus in clients like lifetimeclients because they have just a
lower, super easy, quite quitefrankly, maintenance plan.
So, um, that does excite methat, like the things that
worked, you know, a decade ago,yeah, I wonder how true that can
be in other industries.

Phil Storey (10:36):
You know, that's like literally, just, I mean,
it's not identical, but you'revery, very similar really, isn't
it like the makeup of it?
So?

Josh Hall (10:43):
yeah, um, and real quick.
I know you're curious.
Very similar really, isn't it?
Like the makeup of it?
So yeah, Um and real quick.
I know you're curious aboutpricing.
I'll just say offhand what I'veseen is like, if it is a true
just maintenance plan and youinclude hosting, usually
anywhere between 39 and 99 seemsto be the core.
I actually teach a $99 planthat includes up to an hour of
time for updates, even whenneeded, and then a hidden

(11:06):
fallback plan which is usually$39 or $49.
And then $200 to $300 a monthfor more advanced sites.
So usually two or three tiers.
But then the problem is, onceyou get to the $500 range, then
that's $6,000 a year for aclient at $500.
Then you're getting intomarketing money.
Yeah, you are.
I mean, it ultimately alwaysdepends on the client, doesn't
it?
And the thousand dollars a yearfor a client at 500.
Then you're getting into likemarketing money.

Phil Storey (11:25):
So yeah, you are.
I mean, it ultimately alwaysdepends on the client, doesn't
it?
And and and the website, right,because you know, for the, for
the local like repair shopwebsite, you know, down the road
they're not going to need quiteas much content and support
time as like a big econ sideright, or something like that.
So I think, as long as you cancommunicate the value of it, you
know, I guess it's um, yeah,that's that's, that's that's the

(11:47):
key, really, isn't it, you know?

Josh Hall (11:48):
Yeah, man Well, phil, I've talked a lot in the
beginning here, but I want tohear from you, particularly what
you just mentioned handlingsupport, especially for those
you know, intense clients orlarger clients.
Yeah, where do you even startwith this, cause there's so many
ways to go about this.
I would imagine you probablyadvised against getting emails
for support or God forbid text.

(12:08):
So, yeah, just take us throughwhat you have seen work well or
what you teach on for handlingsupport.

Phil Storey (12:15):
It's quite interesting in terms of what
I've seen.
I guess I've seen the lengthand breadth of all the different
possible ways that you couldhandle website support as an
agency managing multiple sites.
So, yeah, I've seen peopledoing it by email obviously very
common.
I've seen people using,probably, ticket desks that are
overly complicated and there'stoo much stuff in there that

(12:37):
they don't need, and then maybea couple of other things in
between.
But I guess I'm a good personto ask about this because I've
got direct experience of doingit.
I ran an agency in the UK.
We were managing lots ofWordPress sites, not only
websites of our own clients, butwe also had a white label model
where we were managing websitesof other agencies as well.

(12:58):
So we had quite a big supportoperation and I'm kind of quite
passionate about this topicreally, particularly when you
sort of consider Glow in themarket of tools that you might
compare us against, whichobviously you've mentioned
Managed WP being one of thoseand comfortably the best-known
one.
If you think about the servicethat we provide as web designers

(13:22):
and agencies to clients, thisongoing service is support and
maintenance right.
You have the support element ofit where the client's going to
need you at some point becausesomething's broken on their
website or something needschanging or adding and that can
be quite reactionary right, youare there to help them when they
need you.
And then you've got themaintenance aspect, which is

(13:44):
kind of the always-on part of it, right, your uptime monitoring
or updating plugins or whateverthat might be.
However, kind of in the marketof WordPress management, there
isn't really anything that sortof helps you with the support
elements, which I always findjust kind of amazing and very
interesting really, because,again, if you sort of think
about a service, that's reallythe most important part of it,

(14:08):
or at least we would argue thatthat's the most important part
of it.
Right, because, generallyspeaking, the average client
doesn't really understand thesort of the technical
maintenance side of that service, right, and they don't
understand how you're updatingplugins.
They kind of probably don'treally care as long as, like,
the site's okay, yeah.
Whereas if you think about youraverage client in respect of

(14:31):
support, every client in theworld understands the difference
between good and bad support,yeah, so if your support is
really bad, they just don't.
It doesn't really matter howgood your plugin update process
is or whether you're backing upevery day or every week.
It doesn't really matter howgood your plugin update process
is or whether you're backing upevery day or every week, it
doesn't matter.
The client's going to leavebecause your support's rubbish,

(14:52):
whereas if your support isexcellent and it's my belief
that you have a better chance ofmaking it excellent by having a
good tool that helps you do itthey've got no reason to leave.
Whether you're updating pluginson this schedule or that
schedule or your backups on this, if your support is really good
, that's all that matters andthe client's going to stick
around.
Of course, the maintenancestuff is important, right?

(15:15):
Because if you don't do that,we all know what happens to
WordPress sites if you leavethem for years without
maintaining them.
So of course that's important,but it's the support bit really
where I feel the focus should beprimarily on making sure you
are amazing at providing supportto clients, and if you do that,
they're going to stick around.

Josh Hall (15:33):
I love that you're highlighting the difference
between those two aspects of acare plan, which is just what
you mentioned.
Maintenance, which is thetechnical nitty gritty.
Support, which, as you rightlysaid, that's what clients care
about.
You could be the best developerand do all the plugin updates
and all the backups in the world, but if you don't respond to
your clients, you're going tolose it, like I can't.

(15:54):
I only wanted to reiterate thatbecause it's so important.
Like, put your focus andemphasis on support.
Am I fair in saying that Glowis one of the differences that
you guys have, apart from theones we've already mentioned, is
that you're helping people withthe support mechanism.
How do you help people bebetter web design supporters?

Phil Storey (16:17):
So we don't sort of physically get involved.
So Glow is a product only.
I know there's I mean, talkingabout trends, I have seen a bit
of a trend with sort of SaaSproducts nowadays where they
sort of have this hybrid SaaSand service.
So it's a product, but thenthey kind of can help you do
stuff as well.
So if that was your question,josh, that's not something.

(16:39):
So don't get involved in helpor support.
Help the support, um.
But what we do have is like oursort of, I guess, like flagship
feature within that supportelement of the service is a
ticket system.
Yeah, so if you think, aboutmanaged wp and people listening
who may be used to somethinglike managed wp.
Imagine the sort of maintenancefeatures that you would get

(16:59):
packaged up with that, plussupport related features such as
a ticket system.
Okay, now, one gripe that Iquite often hear with ticket
systems and it's kind of quiteamazing like how often I still
hear it, I think, given how longsupport ticket systems have
been around is um, oh well, youknow, we don't want our clients

(17:19):
to have to log into a you know asystem and raise a ticket from
there.
We don't have to teach themsomething new.
And I totally, totally get that, by the way, because getting
clients to do stuff is verydifficult sometimes to get them
to follow the rules.
So it's very important that anykind of ticket system, like the
one that we built in Glow, isaccessible just from email.

(17:40):
So your clients don't have tochange their behavior in any way
, because the vast majority ofclients, if there's something
wrong with the website or theywant something changing, they
just want to fire off a quickemail to you, and I would
imagine every ticket system inthe world can handle that and
certainly Glow's can.
So there's sort of no change ofbehavior required.
The client just emails you thatcomes into your Glow account as
a ticket and you and your teamcan collaborate on that and

(18:03):
handle the tickets from thereand include the information in
your client reports All thatkind of lovely support stuff
that's great to sort of show theclient.
Look, remember you asked us todo A, b and C and these things
took us 30 minutes, 40 minutes,one hour.
And here it is in a report justto remind you.
These are the things that wedid, these are the things we

(18:24):
helped you with Just kind ofreinforcing that quality of
support.

Josh Hall (18:29):
Do ManageWP, mainwp or InfiniteWP, which are kind of
the three biggies in the marketfor WordPress, do they have a
ticketing system or an add-on?
Do you know?

Phil Storey (18:39):
No, no, no, we are the only product in the market
that has any kind ofsupport-related functionality.

Josh Hall (18:45):
I mean this is a game changer Phil.
How the hell did I not knowabout this?

Phil Storey (18:50):
Yeah, I think we might be the newest in the
market, possibly, or one of atleast.

Josh Hall (18:54):
I mean, but this is the biggest challenge that I do
see, particularly when folks getto an ongoing support level,
where you have 20, 30, 50 plussites is dealing with support,
and there's a ton of ways to goabout it.
I've taught a lot of the waysthat you just kind of hinted on,
which are I mean, there's a fewdifferent ways you could go
about it in an organized fashion, you could have forms or you

(19:14):
could have a dedicated supportemail and then it goes to Trello
or Task Manager or whateverTask Manager you're using, but
that's separate from the actualplatform of like doing the
update.
So the fact that this is kindof an all-in-one solution, I
mean, right off the bat, this isgoing to just be a close sales
fest now, because right off thebat, I'm seeing two massive

(19:35):
distinctions from you guys,which are you can use other
platforms in this and there's abuilt-in ticketing system.
So yeah, so let's just diveinto that Like how, how, how
does that, how does that systemwork?
Cause I would imagine, even ifsomebody doesn't use glow, what
the plat, the standards that youhave in place, I would imagine
could translate to usingdifferent tool stacks, if you

(19:56):
have it.
But yeah, how does yours work?

Phil Storey (19:59):
Like in terms of sort of technically, how does
the product work and allow you?

Josh Hall (20:02):
to connect with their own email?
Or is there like a form whensomebody like, somebody like how
does the actual ticketingsupport system work?

Phil Storey (20:08):
Yeah, so there's a couple of basic ways to set it
up at the start.
So there's a few DNS records toadd to your domain name, which,
as web designers, we all dothat pretty regularly.
So that's very straightforwardand essentially what Glow gives
you is like a unique forwardingemail address, so it's unique to
your Glow account and then allyou need separately is a support

(20:30):
email address mailbox.
So typically that would besupport at, obviously, and then
you just need to set that up toforward into Glow.
So every email that gets sentto that support mailbox gets
forwarded into Glow as a supportticket.
So obviously you wouldn't wantto use your Josh at email.
Okay, you know it would have tobe a standalone mailbox really,

(20:50):
and it's as simple as that.
So the client raises a supportticket to that email address,
they send an email and onceyou've set up Glow, that then
gets created as a ticket in youraccount.
So your team and, as you said,the more sites you manage, the
more important this becomes yourteam can then work together on
handling those support requests.

(21:11):
Right, so you can assign ticketsto somebody else in the team.
That might be a better place tohandle this particular request,
or you might want to make surethat a certain set of clients
are only looked after by, youknow, phil, or only looked after
by josh or whatever.
So you can sort of set up thoselike nice little rules to make
sure that Glow does some of theheavy lifting beforehand, right

(21:33):
Before you have to sort of divein and actually help the client.
So, yeah, it's honestlygenerally just quite a simple
way to sort of set it up.
It's sort of yeah, connectsthrough email.
Now there is a dashboard right,so you could you could sort of
create logins for your clientsto access the Glow dashboard as
well, if you wanted that.
Okay, in all the feedback we'vehad whilst developing Glow, I

(21:55):
would say I mean, I don't havethe hard data at my fingertips,
but I would say the vastmajority of agencies aren't that
bothered about having adashboard to give their clients
a login right.

Josh Hall (22:06):
But it's there.
Clients want to email you.
Yeah, they just want to email.

Phil Storey (22:09):
They just want to email.
But it's there and it's niceand you can brand it up to your
web design agency as well if youwant to.
So it's kind of there as anoption.
But yeah, like you say, mostclients just want to email All
right.

Josh Hall (22:22):
My mind is buzzing because this is absolutely what
I need over some of that site.
So it was never a huge issue.
But man, it would have been alot easier because I was
inevitably kind of the middlemanwith.
I just had like a small studio,a small team and I was still
primarily the middleman.
I would get requests and funnelthem into Basecamp or funnel
them in separately or do quickedits myself.
So how does this connect withthe reporting too?

(22:45):
I imagine that's going to behuge, because normally you'd
have to say, okay, does thisconnect with the reporting too?
I imagine that's going to behuge, because normally you have
to say, okay, we did this andthis and you're keeping track of
time.
But yeah, I mean, I'm seeingtime tracker, I'm seeing in the
reporting, um, did we justbecome best friends?
That's how I feel.

Phil Storey (22:59):
I think we might have done.
Yeah, yeah, how's it look withthe reporting?
So just automatically, right?
So, as you said, with somethinglike managed wp, if you wanted
to remind your clients about thesupport tasks that you'd helped
them with, you'd have to addthat work to the reports
manually.
Yeah, because obviously there'sno support system built in, so

(23:19):
you'd have to go in theremanually.
And, let's be honest, the moresites that you have and the more
support requests you'rehandling, that's just going to
slip through the net and you'reprobably just not going to do it
ultimately and therefore theimpact of your reports is
weakened in front of the client.
So with Glow, it just syncsautomatically.
So you can set up reports,which you'll be used to doing if

(23:41):
you've used a product like thisbefore.
You can automate them, ofcourse, so they get sent by Glow
without you having to go in anddo it every month or every week
.
And, yeah, when you sort of setit up in the first place, as
long as you include the supportsection, which we call
development work, then Glow willjust compile that report every
month, every quarter, whateverit is, and it will just

(24:01):
automatically pull in thesupport requests that you've
handled related to that websiteeach time and you can, as you've
said, you can sort of add thetime that your team spent kind
of handling those requests aswell, so that can all be sort of
displayed in the reports aswell.

Josh Hall (24:17):
I imagine your experience in being an agency
owner.
Did you basically like look atevery headache and challenge you
had and create a?
Well it's?

Phil Storey (24:25):
funny because, yeah , so, yeah, you're right.
So I was running an agency forabout seven or eight years in
the in the uk and my I ran thiswith a business partner at the
time and and my side of thebusiness was the, the web design
stuff, the projects and the,the support and maintenance.
And I guess I, you know, westarted out like everybody
starts out right.
So we had a start taking on afew sites.

(24:46):
We ran all the, the supportthrough email because you can,
with a few sites, you can handleit on email, of course you can.
And we did all the maintenancestuff manually and some separate
tools and things.
And then we found ManageWP.
So we were like, oh cool, thisis great, it's going to save
loads of time.
And it did, and it was a greatproduct at the time.
We needed it a lot.
Um, and then as the sites uh,the number of sites grew, we

(25:09):
thought, well, email's justgetting really messy, now we
can't really work as a team.
People are leaving emailsmarked as unread when actually
they were read and they weredealt with and blah, blah, you
know you name it.
And so then we took on aproduct called fresh desk, which
a lot of people probably haveheard of again very popular
ticket ticket system, amazingsystem really.
I mean there's like a millionfeatures in there for kind of

(25:31):
handling support stuff.
But really what we then foundwas, firstly they were separate.
We had Freshdesk over here andwe had Managed WP over here.
We had like 99% of the featuresof Freshdesk we just didn't
need basically for handlingbasic website support stuff.
So that was the moment for mewhere I was like, well, there's

(25:51):
got to be value in kind oftrying to bring that into one
space, because we really wantedto report on the support stuff
to clients with the managed WPreports, but we couldn't and it
was all manual and it's timeconsuming.
So that was the moment where Ithought, well, let's create
something where we can bringthat into one place.
I was quite surprised therewasn't anything really I guess
at the time that had kind ofcombined the two and that was,
yeah, that was sort of how itwas born.

(26:12):
So, yeah, as you asked really,josh, like direct experience of
kind of facing those issuesourselves really, and then, yeah
, that was it.

Josh Hall (26:21):
And I know I'm not alone in having the challenge of
whether you're using Basecampor Asana or Monday or whatever
it is, when you're managing aproject and then it goes live,
then the client generallywonders or often will keep on
hitting that thread with likeupdates past a certain time.
And yeah, generally I found thebest thing to do is to do a

(26:42):
support email or some sort ofticketing system.
Ideally as you mentioned, phil,rightly like it's not really a
huge issue.
I found like under a dozenclients.
But even to 12 to 15 to 20clients, then it's probably
going to start to get to a pointwhere, at the very least, it'd
be nice to just have the systemready to scale, because that's
the other big issue here.
And when I mentioned clientsgetting done and not showing

(27:05):
what to do after that, it's thescale here that is the problem
and I think in the issue, thechallenge of support is truly
scale.
So I mean, this is definitelythe alleviation to this.
Do you have any?
If somebody isn't using glow,what are what would be like 101?
Even with a dozen clientsthey're interested in glow, but

(27:25):
what if they're not using glow?
Yeah, what would be the numberone, like what would be the 101
step to handle support.
Just a support email, a directchannel.

Phil Storey (27:36):
I guess if you're only handling like a handful of
websites, I probably would startwith email.
Like if I was on my own againnow and I had two or three sites
, I'd probably do it with email.
I think I would if I didn'tknow about Glow.
Two or three sites, I'dprobably do it with email.
I think I would if I didn'tknow about Glow.
Because I even think, with themaintenance side of things again
, if you only got sort of fouror five sites, you can do it

(27:56):
pretty easily like logging inand out of those four or five
sites, running the updates,making sure backups are, you
know, whatever Pretty easy Ithink.
I mean I've always said aroundthe sort of 10 sites mark.
I think once you sort of hitthat number and you know
yourself, you're like activelytrying to grow that side of the
business, the support side.

(28:16):
So therefore, you can see apath where this is going to grow
to sort of 15, 20, 30, 40 sites, you know, over the next 12 to
18 months.
That's at a point, in myopinion, where you need a.
You need a management tool,right, because it just
centralizes everything for you.
If you're growing the sites andyou're growing the projects,
that means you're growing yourteam as well, probably, so you
want your team to have this onelogin rather than three logins

(28:39):
or four logins, so thateverybody's centered around that
one place, if it's something todo with a website that we're
looking after we log into Globeand it's something to do with
the website that we're lookingafter.

Josh Hall (28:53):
We log into globe and it's all there.
Basically, I need to check in.
I have a member of my communitywho has over 300 sites on her.
Man, yeah, I need to see whatshe's the, the, how she's
handling support, because I'mwondering.
I know she has a team helpingout, but yeah, I, I think it's
separated.
I think she's using using man'swp, but I know she's got to
have some sort of ticketingsystem for support.
But yeah, the fact that this isall intertwined is definitely a
game changer.

(29:13):
Man, this is fascinating.
So, yeah, I totally agree.
That's a good point to reallystart taking this seriously.
And again, scale is the bigissue.
One thing I've found, you tellme, with some of your customers,
it's like the pro, these, someof these challenges at scale,
don't happen early on, but theyhappen fast, like yeah, they do,

(29:34):
that's so true you could get 10clients and like, okay, yeah,
starting to get more ongoingwork.
and then two months later youcould be like I cannot handle
the emails or my clients text meand then what's really tough
about this is they don't turnoff Like once you have a plan
heads up, like you can't justsay hold on, everyone, stop
sending me stuff.

Phil Storey (29:54):
You can't make quick pivots, but you can't.

Josh Hall (29:56):
It's not something you can just say like I need a
few weeks to just not doanything.
No, you got to, like act fast.
So I'm kind of curious.
Let's dive into that particularsituation Somebody overloaded
with support requests what dothey do?
It might be a softball answer,but what do you?
What do you have any tips on?

Phil Storey (30:13):
I know we're kind of getting into web design
therapy now, but, like, what doyou do to help If you're
overloaded with lots of supportrequests and what and you're
trying to kind of handle that oryou have been handling it with
email up to now is the question.
Yeah, yeah, it sounds.
I mean, it's funny that I'msort of hesitating, hesitating a
little bit, but if I wind theclock back about seven or eight

(30:35):
years, that was the position Iwas in.
Like we had about seven oreight people in our agency.
We were managing over a hundredsites.
We were trying to do all thesupport on email maybe not a
hundred by that point actually,but 50 to 60 sites, probably
something like that.
Everything was email and it wasjust messy man.

(30:57):
So I guess he's trying to finda way to make it better.
Right, to make it moreefficient generally, because if
that starts slipping through thenet to the point where you're
missing support requests oryou're taking a long time to get
back to the clients, youranswer is going to be made for
you.
Right, because the clients aregoing to start canceling their
contracts with you or stoppingpaying you.
Right, because the quality ofthe support is going to fall.
So I think, as quickly aspossible, it's finding a

(31:18):
solution that meets the needsthat you have in the business,
basically, and if you know thatyou're scaling and things are
growing quickly, it's a prioritytask to get sorted, isn't it?
I think, with a lot of thesesystems like I know we've talked
a lot about Glow and that'samazing, but, I think, just like
any decent SaaS anywhere really.
But if we're talking aboutsupport specifically, I think

(31:40):
the learning curve, the setupand we've tested a lot of them
it's not huge, like it's nothuge.
It doesn't have to be likeoverly complicated.
I think if you just have thatnice, nice little setup to start
with where it just it funnelsthrough from an email, you know.
So you, you kind of you, givethe system your support ticket
email at the very least, that'sa good start, right.

(32:01):
So it starts to funnel it intoa ticket system where you just
have much more control, moreoptions over over how to handle
those tickets, how to prioritizethem, how to make sure your
team is handling them well.
Just that, as a starting point,would be better than email.
And then you can go and explorethe rest of the system that
you've just set yourselves upwith to see if there's ways that

(32:22):
you can make the whole workflowsimpler, integrating it with
the other apps in your businessthat you use every day.
So you mentioned, think, asanoand trello and slack and those
sorts of things you know.
So they're the other benefitsright of a, of a support system
over email as well, because youcan.

Josh Hall (32:37):
You can do some pretty neat little integration
as well yeah, and I know Ilearned there's a huge
difference between support andproject work.
Like when you're active in aproject that may be a month or
two or three months or Godforbid, six months plus, like
you want to have a dedicatedplace for that.
But, just like that methodology, you need a dedicated place for

(32:58):
support, which, going back tothe very first thing you said,
that's why I mean for anyone whois not taking seriously
empowering clients with asupport channel, whether it is
just starting out with justsupport at your business, start
there with an email folder.
I feel like that's the basicplace is just email folder with
support.
Ideally, something like glow isgoing to be key.

Phil Storey (33:18):
But I think it's, I think it's all sorry, sorry to
cut you off, josh I think it'slike it's so important that the
support side it's like somethingyou just sort of can't.
If you want to like grow like areally good web design business
with, with support, you know,with care plans as part of it,
that support element is likeludicrously important to be

(33:40):
really good at, and I think it'salso the bit where you can kind
of make that your competitiveadvantage as well in the market,
because a lot of web designersand certainly the ones that
start more dev than design, inmy experience at least, they're
not great at the support side.
Right.
They're very good at buildingbeautiful websites that load

(34:02):
really quickly, that are reallysecure, but often drop the ball
a bit with support.
Okay, so if you can be reallyreally good at that, you're
probably already standing like afew points above the others,
the other web design companiesthat are at a similar size to
you.
You know that you're competingagainst because your support is
so good, and so I think there'sthere's that angle really that I

(34:24):
would want to want to sort oftry and hammer home really like
it can really be your kind ofalmost like a selling point,
right, we're this good atsupport, and here's the systems
we have in place and here's thedashboard where we handle
everything for you.
So like, take them through thatwhen you're you're, you're
putting the web design proposaltogether right At the project
stage.

(34:44):
So it's not just here's whatwe're going to do for your
project, here's how well we'regoing to look after you as well
after we've built the site.

Josh Hall (34:51):
You know yeah, here's a little free web designer copy
for anyone doing support plans.
It's worked for a lot of mystudents.
Is just on your sales page orin your proposal, whatever.
Just say something about.
We are web designers whoactually email you back or
actually call back.
That's it.
You're totally right thecompetitive advantage.
What are some other elements ofgood support other than having

(35:14):
a channel for direct support,getting things done pretty
quickly, good communication whatother elements would you
envision are in good support?

Phil Storey (35:23):
That's a good question.
I think the personal nature ofit probably would be one thing.
I think the you know, kind oftalking to clients on a level
really it's always beensomething I've done anyway
rather than it sounding kind of,I don't know like you've got
through to some kind of genericcall center or whatever, where
it's a little bit bland, I guess.
So I think, certainly, as longas you're comfortable like

(35:49):
speaking to clients like that,but making it just a bit more of
a personal tone, a bit of afriendlier tone, I think it
keeps them maybe a bit morerelaxed and it's just a nicer
way, a nicer sort of thing todeal with, isn't it when people
are a little friendlier likethat.
I think a big one from my sideis human support rather than bot
or AI, don't get me wrong.

(36:11):
I mean AI is absolutelyincredible, isn't it?
And what you can actuallyachieve with it is ridiculous
already.
But in my opinion it shouldn'treplace support.
If you want to get some helpfrom one of your suppliers, then
it's such a nicer experience tojust be able to speak to a
human immediately, or veryquickly at least, and you just

(36:36):
feel so much more looked after.
So, for example, at Glow.
There's no chatbots, no AI.
Obviously, there are supporthours, of course, right, so if
it's the middle of the night, heleaves a message and we come
back to you as soon as possiblethe next day.
So I feel like there's nothingmore frustrating than when you
are using a product or I don'tknow.
You've just purchased somethingand you need to complain or
send it back or whatever, andyou get onto the support chat

(37:00):
and they are just funneling youthrough some kind of AI or
chatbot and they're giving youvery generic answers that
basically don't answer yourproblem at all and ultimately,
all you're saying back is pleasecan you put me through to a
support agent yeah, that's I'mprobably 10 for 10, the last 10
I can think of yeah, I, I thinkI, because all that is generally

(37:20):
like a.

Josh Hall (37:21):
It's almost like a, a , it's almost like an ai search,
like a google bot.
Basically it's like okay, it'sjust searching okay.

Phil Storey (37:27):
Yeah, it's just searching the knowledge base.

Josh Hall (37:28):
Yeah, it's just searching whatever knowledge
base it gives.
I'm glad you mentioned AIbecause I don't know if some of
the other WordPress managingsites like Main or Infinite or
MainVP I don't know if they'veimplemented AI.
I mean, I would think AI couldbe really beneficial eventually
for plugin updates and stufflike that, but I don't know.

(37:49):
You tell me, is there a longroad to go before an AI system
could actually literally do theupdates?

Phil Storey (37:56):
No, I don't think so.
You could probably do it nowquite easily, I think.
I'm not aware, as of this chatright now.
I'm not aware of any of ourcompetitors having any kind of
AI.
Do you have any intention on?

Josh Hall (38:07):
doing that behind the scenes?
We do have intentions to yeah,yeah.

Phil Storey (38:10):
So it was kind of our focus really for the next
quarter at least, is quite aquite a big emphasis on the
ticket system, so kind of a fewmore sort of enhancements that
we're bringing to the ticketsystem.
So, just off the back ofwinning some kind of bigger
agencies with hundreds of sitesand managing lots and lots of
requests, they need kind of abit more.
So we're looking at that AI.
I mean you can't ignore it,really, can you?

(38:32):
So it's, you know, I'm sureit's going to be something that
we'll try and bring in somewhere.
But at the same time I've alsoseen like a lot of other
products totally outside webdesign and WordPress space, by
the way, just generally kind ofjust.
I mean LinkedIn's one quite agood example, just come straight
to the top of my head because Iuse it so often but sort of
shoehorning in AI stuff and it'sjust kind of where it's like a

(38:54):
bit like it doesn't really makeit any better.
I mean you're just sort ofsaying that you've now got these
AI features, but it doesn'tmake my experience of the
products any better yet.
So I think if we're going to doit, it would just be making
sure that it's something thatgenuinely enhances the
experience of the customers andmakes things easier, better
whatever, more productive.

Josh Hall (39:14):
An overarching thought to me to make customer
experience better as webdesigners is simply having a
better ticketing system, becauseyou'll open up your bandwidth
to be able to be morepersonalized and human and have
time to like, do more reach outsand just do general good old

(39:35):
customer service things Like.
I think that's a problem too.
A lot of web designers are sobogged down with tasks it's all
reactionary and there's not muchlike proactive approaches to
good support or even marketing.
So I feel like a long windedway of saying better support
system equals better customersupport and opportunities and

(39:57):
bandwidth and time.

Phil Storey (39:58):
Yeah, you're totally right, and that's you
know.
If we dumbed everything down,that's ultimately what we all
want more of, isn't it?
Well, time and money if we'regoing to business, of course.
But yeah, if we can get moretime, we've got a chance to make
more money, haven't we?
So yeah, I think I think you'reabsolutely right.
Yeah, I agree how does the?

Josh Hall (40:15):
I just so curious about the dashboard I have to
get with you on checking thisout from my stuff.
I'm really curious about how itwould look in the dashboard for
grow with wordpress sitesversus something like a wix
studio side, or you know I meanlike, because there are
different, like obviously you'renot updating plugins on circle
or anything else.
Are they like?
Separated by category?

(40:35):
Like you'd have wordpress sitesand non-wordpress sites, what's
?

Phil Storey (40:37):
no, they're not separated by category.
So I mean, if you let'shypothetically say, glow has 10
core features, for example, twoof those are specific to
wordpress, right?
So you're back taking backups.
That's all through wordpress,uh and uh, all of the obviously,
plugin updates, theme updates,core updates yeah, pretty much
everything else it's notspecific to wordpress, right?

(40:59):
So, handling support tickets,glow doesn't care what.
Whether you know where thewebsite's built, could be built
with joomla doesn't matter.
Uh, monitoring uptime doesn'tmatter.
Doesn't matter where the word'sbuilt.
It could be built with Joomla,it doesn't matter.
Monitoring uptime, it doesn'tmatter where the WordPress
site's built, sorry, where thewebsite's built.
So, no, they're not categorizedinto different sections.
In the dashboard within Glow,there's a website's screen that

(41:20):
lists all the sites that you'remanaging.
If one of those is WordPressand the other one isn't, it
doesn't really matter.
It still shows you in the sameplace, which I think is
important really, because Ithink nobody likes a messy,
complicated UI.
It just makes it much moredifficult to use a product and
less likely that you're going touse it regularly.
So I think if you can get usedto a system and a layout and a

(41:43):
UI, it makes things easierreally.
So yeah, everything's in thesame place.

Josh Hall (41:49):
I didn't think about that, but you're totally right.
Yeah, like there really areonly a few things in those types
of categories updates, backups,because I don't know what it
looks like with optimization andperformance.
But you're not doing a bunch ofdifferent plugins with with
WordPress.
I mean, I guess those may beseparate, you may work on those
separately.

Phil Storey (42:07):
but yeah, yeah, there's a separate feature for
all the update stuff.
But yeah, you mentionedperformance there.
So with Glow, it justintegrates with Google PageSpeed
Insights and it just runs adaily automated scan of all your
sites.
So that's another good example.
It doesn't matter where thesite's built, it's still going
to run the scan, it just looksat the URL.

(42:27):
So it doesn't matter where thesite's built, it's still going
to run the scam.
Yeah, it'll just look to theURL.
So you could, as you know, yourun a Google page speed insights
report.
You can put any URL into there.
Google doesn't care where thesite's built, right?
So just the same same in glow.
Yeah, man yeah but yeah, so it's.
It's definitely an interestingthing to consider as, as time
moves on, right With WordPress,I mean you know, we've, we've.
I imagine there's a lot ofpeople that have heard about

(42:49):
WordPress in the last six monthsthat maybe weren't so familiar
with it actually beforehand,right With everything that's
gone on in the news and stuff.
But I mean the market share isstill massive.
Obviously it's not goinganywhere, but it's definitely
something to be, I think,mindful of right, and I think
you said it like 30 minutes agolike more and more people just

(43:10):
sort of seem to be sort ofdabbling maybe with other
systems or at least having a bitmore of an open mind about
other ways to be building sitesrather than WordPress.
So yeah, it's certainly goingto be an interesting one to
watch, I think, over the nextfew years.

Josh Hall (43:25):
Really good point about the whole last six months
thing I often forget.
I have to always be remindedthat there are so many people
just getting into web design andwhat does it look like for them
now getting into web design?
It's, we've talked about this alot on the show over the past
year or so, like the challengenow is to just figure out what
the heck tool to use, becausethere's just so many options

(43:47):
Different website, there'sdifferent themes, there's
different builders, there'sdifferent platforms.
This excites me a lot.
Phil, I have to be completelyhonest with you, because I don't
know of another platform thatyou're able to manage different
platforms in one dashboard,especially like this.
I mean you can manage differentclients and things and go high
level or 17 hats, which is whatI use for client management, but

(44:10):
this is like site management.

Phil Storey (44:13):
Yeah, and I think platforms like Shopify I'm just
picking one out of my brain.
Really, I'm pretty sure theywould.
If you were an agency managing50 Shopify sites, I'm fairly
certain Shopify would have theirown dashboard of some kind
where you can sort of accesseach of those 50 sites.
I'd be amazed if they don't.
So that's the other thing tothink about.

(44:36):
In respect of Glow WithWordPress, there's a clear need
to have this managementdashboard where you can look
after all your sites, like thatis.
There's no doubt about thatright whereas with some of these
other platforms you know, ifyou, if you are a webflow
developer, for example I don'tknow, I imagine again, webflow
probably has some kind, becauseit's a sass right it probably
has a dashboard where you canlook after all your webflow

(44:57):
sites whether it then allows youto run performance scans,
monitor uptime, handle supporttickets.
I don't tickets, I don't know.
Yeah, I don't know, probablynot on the support ticket side
actually.

Josh Hall (45:07):
Yeah, because I'm a Divi guy.
I've been using Divi for over adecade now and they more
recently released Divi Dashboard, which is similar to that, but
again and I think you could dodifferent WordPress sites.
But again, the biggest thinghere is this idea and this
crossroads where people aremanaging different platforms, so

(45:29):
I'm personally pumped.
This has been a topic ofconversation in my community for
a long time, so I feel greatknowing that there's a solid
option and you're a cool guy.
I feel, like, yeah, I've justfilled, I would check this out.
So I'm definitely going tocheck this out myself.
Just because I'm also usingCircle and different, I don't
know in the way of well, I don'tknow how far the optimization

(45:50):
performance stuff goes on Circle, of course, I can't Like that's
a much less optimized optionthan other platforms like ShowIt
or Webflow or whatever.
But still, the idea remainsthat, yeah, there are definitely
a lot of web designers who areexpanding their reach.
Not saying that anyone'sbailing on wordpress, but to
your point, um, yeah, there'sjust a lot of other options now,

(46:13):
and some of them are once youget going and you're like, wow,
I don't have to update pluginsor I have to worry about
something breaking.

Phil Storey (46:18):
Well, yeah, yeah I mean, it's personal preference
at the end of the day, isn't itLike?
Wordpress is obviously anamazing system.
But yeah, like you said, thepoint that you've made me think
about now is like people gettingstarted in web design now,
because when you and I started Imean for me it was like 10
years ago you were probablysimilar Kind of WordPress was
like you know, so obviously thekind of sort of the only way.

(46:40):
I mean there was magento gotspoke about quite a lot actually
when I started, that was aobviously another one for econ
stuff.

Josh Hall (46:44):
But yeah, I think I predated you because it was 2010
when I got into 2009 yeah, acouple years before me.

Phil Storey (46:51):
Yeah, okay, so it's actually dreamweaver.

Josh Hall (46:53):
Oh, mate dreamweaver, yeah, I used that I did.

Phil Storey (46:56):
I mean.
So I I mean I might be draggingthings on a little bit here,
but I got started off the backof a website called lyndacom
Okay, which I think LinkedInbought them and it was so cool.
I mean it was just great, like.
I mean like taught youeverything you need to know,
right, about web development andHTML and CSS, and like I have
like a file like this big matebut my parents' house, with like

(47:16):
notes of stuff that I waswriting down about like learning
how to code and things, andDreamweaver came up as a topic
as well, and yeah, it's oh man,like you've given me a throwback
there.
There you go.

Josh Hall (47:28):
Yeah, dreamweaver to WordPress, and then responsive
design and then game builders,themes, and then boom.
The last five years have justbeen an onslaught of all these
other platforms, kind of risingin their own little corners of
the internet.
I'm often reminded of how,because I was so kind of gated

(47:53):
in the WordPress community thatthis podcast is what brought me
out to different designers whodon't even never even use
WordPress, and it was wild to meto think that there are
literally like hundreds ofthousands, millions of designers
using other tools, not evenusing WordPress.
So I think that's definitelywhere we're at right now.
So, yeah, man, I love that thistool is, uh, is available.

(48:14):
So just real quick as we put abutton on this.
But one final question here foryou, phil but where's the
people to go to connect with you, uh, if they want to?
Well, check out glow, I can'tthink of anything else.
I mean, I want to dive in, sowhere's?
Yeah?

Phil Storey (48:27):
so, um, I'm on linkedin every day, so you have
search phil story and I shouldhopefully come up fairly high on
that and obviously I'm the oneat glow.
So that's me.
Uh, you can always get me onlinkedin.
And then the glow website isget glow dot io.
Um, which I don't know if josh,if we can put that in some kind
of notes or something with.
For sure, yeah, the episodethat'll be might be easier.

(48:48):
But, yeah, get glowio.
Um, it's a funny one to have tosearch on google, right,
because searching glow I thinkthere's like a netflix female
wrestling show or somethingcalled glow.
So, yeah, but if you googlelike glow wordpress or glow wp,
it'll come up at the top there.
So that's another way to get usthrough.

Josh Hall (49:04):
Google.
But yeah, yeah, yeah, we'llhave this all linked and
everything.
Where did it come from?
By the way, any any fancymeaning behind the name?

Phil Storey (49:12):
No fancy meaning, actually no.
A good friend of mine is abranding consultant, and one
thing I was very keen on was tonot have the letters W, wp in
the name, which is off the backof everything we've spoken about
for the last 15 minutes.
Sounds like it's probably goingto have been a very good move,
given that it doesn't have to beWordPress sites that you're
adding.
So yeah, I just wanted to bedifferent, because every single

(49:33):
other platform in the market atthe time at least had WP in the
name.

Josh Hall (49:36):
Yeah, I mean the way I see this.
sorry, I'm like productconsultant now, but the way I
think of it is that you've gotthe WordPress support, the
website supporters, the supportmaintenance plans, the ones
we've already talked about andthen you've got all these other
platforms that are self-hosted,that have their own like you
mentioned a little bit agodashboards for all your work
studio sites, your Webflow sites, etc.

(49:57):
I don't know of any other toolthat is in the middle.
It's glow to where you couldliterally have all that together
.
But the ticketing system, man,I mean, that is like that's the
game changer for sure.
So, yeah, this is reallyexciting we think so yeah, yeah
yeah, man, well, we'll have allthat linked in the show notes

(50:17):
and everything.
Um, just as a as a finalquestion here, real quick, for
folks who are.
Just as a final question here,real quick for folks who are
interested in Glow what wouldyou recommend they start out
with If they decide to give Glowa chance and they're using,
like me, managewp or somethingelse?
What would be like a quick win?

(50:38):
What would be a quick Glow win?

Phil Storey (50:43):
Great question, probably setting up the ticket
system.
Personally, I think so, yeah.
So I think with any platformthat you're starting with, new,
I mean 99% of people would dothis with Glow.
I'm sure they do with otherplatforms, I certainly do.
It's just testing it out rightWith a couple of small things.
So add a couple of websites.
In our case, add a couple ofwebsites Two of your closest
clients, people you know themost, maybe a couple of websites

(51:04):
, um, you know two of your youknow closest clients, people you
know you know the most.
Maybe they've been clients forlongest, best relationship.
Get them to try the ticketsystem, yeah, which is raising
an email, and and see how youfeel, kind of handling tickets
in a different way if you'redoing it by email at the moment
or if you're doing it in a, youknow an enterprise ticketing
system where there's just athousand features that you you
know that you don't need, um.

(51:25):
So that would be what I woulddo.
I would set it up.
I'd set up the little brandingoptions, cause you can, you know
, add your logo, color scheme,make sure the reports are sort
of nice, uh, you know, looking,looking on brand and, yeah, give
it, give it a start from fromthere.
I think is is what I would do.

Josh Hall (51:40):
Heck, yeah, phil.
Well, thank you for your timeand your expertise on this stuff
, man.
A couple of questions I want toask you off air here, but off
air, do people air anymore?

Phil Storey (51:51):
Oh well, you just did.

Josh Hall (51:51):
Off recording.
Yeah, Do you guys have anaffiliate program, by the way?

Phil Storey (51:55):
Just setting it up literally actually as we speak.

Josh Hall (51:58):
So yeah, Get that up.
Stat, because I'm going to putthat in the show notes for this
one man.

Phil Storey (52:03):
I definitely will.
I'll send you the link for that, yeah.

Josh Hall (52:06):
Yeah, I actually didn't anticipate talking about
Glo so much, but I have so manyquestions, this is needed, so
heck, yeah, dude.
Well, thanks for your time,phil.
Appreciate it, man.

Phil Storey (52:14):
Thanks Josh, thanks mate.

Josh Hall (52:24):
Again, big thanks to Phil for taking some time today
to just share some lessonslearned on handling support and,
as you just heard, I learned alot about glow and I'm very
excited about its future.
I'm still currently usingmanaged WP day to day, but I
have been playing around withglow and there's a lot to love
about it and I think, as itbecomes more and more robust in
feature rich, I definitelyforesee potentially moving my
sites to glow.

(52:45):
So I will, as always, keep youupdated on the tool stack I'm
using and even when I decide tochange tools officially.
But if you're new in the gameand you have not yet chosen a
tool for managing all your sitesWordPress and non WordPress
alike and you're looking for asupport system, I'd give glow a
go and see what you think,because it's dang slick and Phil

(53:06):
and the team are just up tosome awesome stuff.
So if this works out for you,if you have questions, if you
have feedback and takeaways, letus know.
You can go to the show notes forthis episode at joshhallco
slash 378.
And again, to go, give Glow ago, go to getglowio and all the
links we mentioned will be inthe resources over at joshhallco

(53:27):
slash 378.
Thanks for joining friends,happy supporting your website,
clients, and I will see you onthe next episode because we've
got some more doozies rightahead.