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In this episode of the WP Minute+, Matt Medeiros interviews Scott Stapley, CEO and co-founder of BigScoots, a managed WordPress hosting company. Stapley shares the story of how he and his business partner started BigScoots in 2010 while still in college, focusing on providing exceptional service in the hosting industry.

Stapley discusses the challenges of scaling a hosting business, especially as an infrastructure provider. He explains how BigScoots differentiates itself by owning and operating its own infrastructure, allowing them to offer more resource-abundant solutions at competitive prices while still delivering top-notch service.

The conversation also touches on the importance of customer service in the hosting industry. Stapley emphasizes that BigScoots has built its reputation on providing unparalleled support, which has led to a loyal customer base and minimal churn. He believes that the service gap in the industry is growing, and hosting companies must focus on delivering value through exceptional service to succeed.

Stapley also shares his thoughts on the potential role of AI in customer support, stating that while AI can be a valuable internal tool, BigScoots will never replace human interaction in their customer communication.

Key Takeaways:

• BigScoots was founded in 2010 with a focus on providing exceptional service in the hosting industry.
• Owning and operating their own infrastructure allows BigScoots to offer resource-abundant solutions at competitive prices.
• BigScoots has built a loyal customer base through unparalleled support, resulting in minimal churn.
• The service gap in the hosting industry is growing, and companies must focus on delivering value through exceptional service.
• AI can be a valuable internal tool, but BigScoots believes in maintaining human interaction in customer communication.

Important URLs Mentioned:

• BigScoots website: https://www.bigscoots.com/

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