Woot needs to get it's act together. I have never seen an Online company with such a large customer base, have such horrible customer service. I'm barely starting to work on my MBA, yet it has only taken me the week of knowing about Woot.com to know that they have no idea how to handle their customers.
Things Woot NEEDS to do if they want to survive.
1) INVEST IN A CALLING CENTER
Even if its a small one, over seas, that might have an average wait time of 20 minutes, It's better than nothing. Knowing that, if anything goes wrong, a customer can always call someone is crucial!
2) CUSTOMER GUARANTEES
Woot seems to be notorious, even in its own website forums, for its ability to dissatisfy their customers. you can easily redeem yourself in the eyes of current and new customers by making guarantees. anything from shipping periods, returnable if not 100% satisfied, to promising to bill ONLY once the product has been shipped. I see very little attempt on the website to make sure the customer will be confident buying from woot.
3) INFORM CUSTOMERS THE SHIPPING INFO
Before I bought my first product, I scoured the check out page to figure out the shipping info. didn't find anything. didn't now who was shipping it, and didn't know when it was suppose to get to me. all i knew was that it was $5. It may be somewhere in the FAQ page or Terms and Agreement but why would you make it difficult for your customers? I had to contact Customer Service for the info which is a waste of time and resources on their part. present the info easily to your customers. let them know that most, if not all, items are not shipped by woot but by the product company. An educated customer is a happy customer Business 101.
4) REFORM CS EMAIL CENTER
One of the biggest issues I've seen in the forums is the lack of quality in their CS Emails. everything from not getting any replies, taking the full 24 hours to reply, to not knowing the answer to the customers questions. you NEED to Properly Train your staff and create a well organized system to make sure questions are answered Quickly and Smoothly.
These are just a few ideas that are COMMON SENSE to most Businesses. It's beyond me how Woot.com could have not figured that out yet.