1) Why do you think Voxtreme/HTTPME is as successful as it is?
I think Voxtreme and HTTPme have been as successful as they are through careful planning, hard work and lots of dedication from both the owners and staff. I am very proud of all of the dedication and hard work displayed by all of the staff we employ – they make Voxtreme and HTTPme what they are.
Hosting businesses also must be dynamic to market changes for success. Those that are rigid in their practices will be left behind as the market advances.
Both Voxtreme and HTTPme have been flexible to market changes – both in pricing, the introduction of 24/7 support, new packages to suit new demands, etc. Voxtreme and HTTPme also both developed from shared hosting providers to reseller hosting providers, a market that was relatively untapped when the transition occurred.
Another factor in the success is the ability to provide the high level of service day after day, week after week, month after month. HTTPme and Voxtreme are in their third years of business due to consistency in high levels of service, whilst many competitors have fallen at previous hurdles due to their inconsistency. Often, competitors will try to penetrate the market with lower pricing – but the pricing is poorly thought out and rarely results in a profit. In the cases where it does, corners have often been cut on hardware, staffing or software, areas that can seriously impact the ability to provide a consistently high level of service.
2) What are your long term goals?
Our long term goals are to continue with our prominent growth in the reseller hosting market and become the choice for reseller hosting and become the market leader for this industry. Currently, we’re up there at the top but some of the ‘older’ hosts have a larger base of resellers than us. We plan to increase brand awareness over the next 12 months to tap into a wider audience which should help facilitate these goals.
3) Do you have a mission statement?
Voxtreme started off with ‘revolutionizing hosting’ and HTTPme as ‘.COMmunity Intelligence’ – basically summing up what the brands did. Whilst we don’t make much use of these, they are still in place.
4) How do you define customer service?
Good question. How do I define good customer service or customer service on the whole?
Good customer service involves the provision of a responsive team for technical, billing and sales issues that employ all of their knowledge in assisting clients and potential clients in these various areas. Good customer service is available 24 hours a day with stringent targets for dealing with issues and keeping the client informed. This is especially important in the reseller hosting industry where resellers may have to communicate this information to their own clients.
5) What advice can you give to newbies?
My advice is to compete on value and not price. Research thoroughly what you are going to do before doing it and don’t rush into it. The industry doesn’t need another host offering the world for $5 per month that has a lifespan of 3 months.
The industry is growing at an extraordinary rate that shows no sign of slowing down. The widespread rollout of broadband internet across the globe can do nothing but fuel the demand for internet services so a carefully planned, well thought out venture should have no problems in tapping into this market.
Many thanks to Matt Russell for spending the time answering our questions. Good luck for your future ventures from WebHostingreport.net -> This interview was done in March of 2004.