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Interview with Justin Vandermark - Director of Marketing and Communications for Hostgator.com


HC: Hostgator is gaining a good reputation as a reseller, and has been for some time. How do you explain this success?

Hostgator -The simple answer is "patience." Unlike many hosting companies, Hostgator is not in business to make a quick buck. We're in this game for the long haul, and our business model focuses on customer satisfaction. We realize that superior customer service mixed with competitive hosting packages and fair pricing combine to make us one of the best choices in the market today.

HC: You recently doubled the disk space on your reseller plans, is this true? How have your customers reacted to this?

Hostgator –Yes, we did! Of course this is a limited time offer, but so far response has been overwhelmingly positive and we have seen a marked increase in sign-ups since launching this special promotional offer.

HC: What services and packages do you offer that are unique to your company?

Hostgator–Customer service is priority number one. While many of our competitors are comfortable offering a single option for support, we go the extra mile and provide our customers with multiple channels for receiving help with their Hostgator account. Customers in need of assistance may post in our exclusive Peer Support Forums, contact a support representative via Instant Messenger AIM, ICQ, MSN), engage in real-time conversation via our Live Chat service, submit an email to our support department, or even call us 24 hours a day. We're one of the few hosts out there that offer 24/7 phone support, and from the feedback we've received, it is one of our most appreciated offerings.

HC: Uptime is so crucial, that it is frequently at the top of everyone’s list when looking for hosting. How do you provide reliable uptime and ensure your customers satisfaction?

Hostgator - Like many hosts, we offer a 99.9% uptime guarantee on all domains hosted on our shared and reseller servers. What sets us apart from many of our competitors is that we have support staff actively monitoring these servers 24/7. In the event of an outage, we are usually able to correct the problem with minutes rather than hours, so downtime is kept to a minimum.

HC: It’s hard to find a trusted web host that can deliver exactly what you need. How do you make sure your customers are happy with your services, and what kind of feedback do you get from them?

Hostgator - We value feedback from all of our customers, and we encourage everyone to offer suggestions for future improvements. We currently maintain a Suggestions area in our Forums, and we actively monitor this area to see what people want. While we cannot honor everyone's request, we do consider every suggestion with equal thought and have actually made several changes to our offerings based on customer feedback.

HC: What is your plan for 2005, and what do your customers have to look forward to?

Hostgator - While I cannot release any specific details just yet, I will say that you can expect some exciting new developments from Hostgator in the coming year. There will be some fantastic new promotional offerings and we will likely work on re-structuring our hosting packages in order to remain competitive in the market. Existing customers will have a lot to look forward to, past customers will have a reason to return, and future customers will wonder why they waited so long. 2005 will be the Year of the Gator.

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