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

Web Design Business with Josh Hall

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
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פרקים

1. Introduction to Support Challenges (00:00:00)

2. Managing Different Website Platforms (00:05:33)

3. Current State of Maintenance Plans (00:10:28)

4. Support vs. Maintenance as Services (00:16:58)

5. Handling Support Requests Efficiently (00:22:19)

6. Human Support vs. AI Solutions (00:31:04)

7. WordPress and Platform Evolution (00:44:25)

8. Getting Started with Support Systems (00:52:22)