RedX Customer Service — Expert Guide for Real Estate Professionals

Contents

1 RedX Customer Service — Expert Guide for Real Estate Professionals

Overview of RedX support and what to expect

RedX is widely used by real estate agents and teams for expired, FSBO, and pre-foreclosure leads. From a customer-service perspective, you should treat RedX as a subscription software + data vendor: support covers account setup, lead-delivery troubleshooting, API/integration help, billing, and disputes over data quality. Expect interaction patterns similar to other lead vendors — ticketed email support, in-app chat, and scheduled phone callbacks for escalations.

Practically speaking, set expectations before contacting support: first-response times are typically measured in business hours, not minutes. A reasonable SLA to plan for is an initial email acknowledgement within 24–48 hours and a resolution window of 3–14 business days for complex data disputes (API bug or billing reconciliation). For urgent lead-delivery outages, request an escalation and a specific ETA for resolution.

How to contact RedX effectively (channels and best practices)

Use the vendor’s official channels first: the account dashboard support panel (in-app ticket), the public support portal or knowledge base, and the verified company website (commonly listed as https://getredx.com). When you open a ticket, include account identifiers (email on file, account ID), the date/time (include timezone) of the incident, and concrete examples — e.g., “Leads dated 2025-07-10 missing phone numbers, sample lead IDs 45231–45236.” This reduces back-and-forth and speeds resolution.

Contact checklist: provide account email, last 3 invoice numbers (or month of subscription), exact timestamps (UTC or local), device/browser for UI issues, and a short CSV export or screenshot for data problems.

Escalation steps: if first-line support does not resolve within 72 hours for urgent billing or delivery outages, ask for a named escalation manager and a 48-hour remediation plan. Keep all correspondence in the ticket thread for auditability.

Typical support topics and how to resolve them quickly

Common issues are: (1) lead-delivery frequency and duplicates, (2) missing contact fields (phone/email), (3) billing disputes and accidental renewals, and (4) CRM/integration failures (Zapier, Follow Up Boss, etc.). For each, collect objective evidence: CSV exports with row counts, webhook logs (timestamps + HTTP status codes), and screenshots of integration settings. With those items attached to a support ticket, engineers can often reproduce problems within 24–72 hours.

For CRM integrations, explicit items to include are the exact endpoint URLs, webhook response codes (e.g., 200, 400, 500), and the sample payload. For duplicate leads, provide lead IDs and timestamps; a typical resolution is either a one-time credit for missed unique leads or a workflow change to de-duplicate on your end. For billing issues, request itemized invoices (many vendors provide PDFs showing date, plan, tax, and charge ID). Expect billing investigations to take 3–7 business days.

Refunds, cancellations, and SLA guarantees

Subscription vendors generally publish a refund and cancellation policy; if you need to cancel, do it through the dashboard and keep the confirmation email. Industry best practice: many vendors honor pro-rata refunds within a 30-day window for unused months or provide credits for demonstrable data quality problems. If RedX’s public terms are silent, request written confirmation of any oral promises and get an invoice/credit note number for accounting.

For SLA guarantees, ask support for a written commitment only when you have enterprise-level needs (multi-seat licenses, API rate guarantees). Small teams should manage risk by exporting and backing up lead data daily and setting automated forwarding to your CRM. If uptime or delivery consistency is mission-critical, negotiate an SLA with measurable penalties (e.g., credit equal to X% of monthly fees for Y hours of outage). Document any agreed SLA in an email thread or contract addendum.

Practical templates and scripts to use

Use concise, actionable language in tickets. Example ticket subject: “Missing leads 2025-08-01 – Account: [email protected] – 12 leads missing phone numbers.” In the body include: 1) exact issue statement, 2) reproduction steps, 3) attachments (CSV/logs/screenshots), and 4) desired remediation (credit, resend, bug fix). This structured approach typically shortens resolution time by 30–50%.

Phone script for escalations: “Hi, I’m [Name], account [account ID/email]. Since [date/time] I’ve experienced [issue]. I’ve opened ticket #[ticket number]. My business impact: [lost appointments/lead shortfall %]. I need an escalation and ETA for resolution.” Keep the call under 5 minutes and follow up immediately in the ticket with the phone call summary.

Final operational tips for teams

Operationalize support interactions: assign a single team member as the vendor liaison, maintain a shared spreadsheet of open tickets and statuses, and require that each ticket include an expected resolution date. Track metrics: average time-to-first-response and time-to-resolution; aim to keep average resolution under 7 business days for routine issues.

Maintain a playbook: export leads daily (CSV), back up to your CRM, and implement simple de-duplication rules (phone + last name). If you pay for premium features or higher lead volumes (some agents budget $100–$400/month for multiple lead streams), ensure your plan’s limits (seats, API calls) are clearly documented to prevent unexpected throttling and billing surprises.