BatchLeads Customer Service — In-Depth Guide for Real Estate Operators

Executive overview and what to expect

BatchLeads (https://www.batchleads.com) is a lead-management and skip-trace platform built for real-estate investors, wholesalers and marketing teams. Since launch in 2015 it has grown into a multi-feature SaaS product that combines list-building, skip tracing, ringless voicemail, and integrations. Because the platform spans data, telephony and integrations, customer service must handle product questions, data discrepancies, billing, and API issues — all of which have different diagnostic needs and timelines.

Professional support for a product of this scope requires precise case intake and a good escalation path. Expect the support function to be staffed with product specialists (data/skipping experts, integration engineers and billing specialists) rather than single-role agents. That means the faster you supply structured diagnostic data, the faster you will reach resolution; this guide gives the exact fields and steps support teams want.

Contact channels, hours and realistic SLAs

• Live chat (in-app): best for UI problems and quick account questions — typically the fastest route during business hours.
• Email/ticket: use [email protected] or the in-app support form for any issue that requires attachments, CSVs or logs; attach one CSV or ZIP per ticket and reference account ID.
• Scheduled phone/Zoom calls: for onboarding or complex integration work request a calendar invite; enterprise accounts often get dedicated sessions and an assigned account manager.
• Knowledge base & video tutorials: search the site for step-by-step guides, export templates and API documentation before opening a ticket — saves time.

Typical industry response expectations you can use to triage: chat responses are usually immediate during support hours, initial email/ticket acknowledgment within 1 business day, and first technical updates within 24–72 hours for moderate issues. Critical incidents (platform outages, data corruption affecting thousands of records) should be escalated explicitly as “P1” with a documented business impact — include revenue or operational loss estimates to prioritize escalation.

When you open a case, include your account email, account ID (a numeric/alpha ID shown in the app), the list ID or export ID, timestamps (ISO 8601 or local time + timezone), and any CSVs/screenshots. This reduces back-and-forth and shortens time-to-resolution from days to hours.

Onboarding, training and self-service resources

Most BatchLeads customers reduce their time-to-first-success by following a two-week onboarding checklist: (1) import a test list of 10–50 addresses using the provided CSV template; (2) run one skip-trace on 5 records; (3) create a live export and verify phone/email fields; (4) connect an integration (Zapier, CallRail, or your CRM). Ask support for a 30–45 minute onboarding call where an agent can walk you through these steps and confirm your workflow.

Self-service resources typically include walkthrough videos for CSV formatting, field mapping rules, skip-trace best practices, ringless voicemail setup, and API key generation. Use the CSV template shipped in the app — common failures happen when the APN, house number or state fields are mis-formatted. If you handle bulk imports, test with a 50-row sample first to validate mapping and skip-trace budget before processing 10,000+ records.

Common problems and step-by-step troubleshooting

• Missing phone numbers or failed skip-trace: 1) Confirm the input address format and APN field; 2) Export raw record and include the first 5 failing record IDs; 3) Attach timestamps and request a re-run if your plan includes retry credits.
• Export or CSV errors: 1) Supply the exact CSV you attempted (do not recreate it manually); 2) Note the export ID and time; 3) Provide browser console errors and the browser/OS version.
• API failures and webhook issues: 1) Include request and response payloads, HTTP status codes (e.g., 400, 401, 500), and exact timestamps; 2) Check your API key rotation schedule; 3) Confirm endpoint URLs match the documentation.
• Billing disputes: include invoice number, last four card digits, transaction date, and the subscription plan name visible in the app.

When you escalate a technical problem, provide reproducible steps. A minimal reproducible report should include: account ID (example: 123456), list ID (example: L-98765), the action you performed, the expected outcome, and the actual outcome with screenshots. If the issue affects more than 100 records or impacts revenue, explicitly label the business impact and request priority handling.

For API debugging, include cURL samples or Postman collections so support engineers can replay the call. For data mismatches, export the problematic records and include both the input CSV and the resulting output so support can compare field-by-field.

Escalation paths, refunds, billing and contract notes

Billing and contract terms are governed by the terms of service and your subscription agreement. If you have a monthly subscription, common SaaS practices require cancellation before the next billing date to avoid the next cycle charge; if you prepay annually, refunds are typically handled case-by-case. For any billing dispute collect invoice numbers, transaction date, and the payment method last four digits before opening a ticket — this accelerates reconciliation.

If standard support doesn’t resolve your issue within the SLA windows, request an escalation to a support manager and then to a technical account manager or engineering contact as applicable. For enterprise customers, ask for a written remediation plan with target dates and responsible parties. Document every escalation in the ticket thread and keep copies of attachments; this audit trail is essential when requesting credits or refunds.

Best practices to get the fastest, most effective help

Prepare a single-ticket packet before contacting support: 1) account email and ID, 2) list or export ID(s), 3) sample CSV or API payload, 4) screenshots, browser/OS, and timestamps, and 5) a short statement of business impact (dollars, lost calls, days of downtime). Use a clear subject line such as: “URGENT: Export failure — Account 123456 — List L-98765 — 2025-08-30”.

Finally, keep a reproducible test case separate from production data. When you validate fixes, confirm them on the test case and then re-run on production. This minimizes risk and keeps the support interaction focused on the root cause rather than collateral issues. If you need ongoing high-touch support, request a named account manager or onboarding package so you have a predictable SLA and single point of contact for strategic changes.