Redfin customer service
Over the weekend a happy customer blogged about us - Great customer service. Nice work, Redfin!
I personally know a couple people who have sold their homes this past year with the help of Redfin and the process according to them was painless. They also raved about the customer service. Which leads me to the reason of this post. I’ve sent Redfin a number of questions in the past and I always got very rapid responses. In fact, most of the time I sent them email in the late evening and to my surprise I got a personable reply that same evening! My most recent interaction with Redfin was no different…
What happens when you send feedback to Redfin is that a small group of us get your e-mail. The group is made up of product managers, our QA team, a few developers and our execs. Usually I’m the first to respond but many times Glenn, our CEO, beats me to the punch. Most feedback is feature suggestions or words of encouragement. A smaller amount of feedback is about problems on our website and we are usually pretty quick at responding to those. The most frequent problem is listings that are either slow to appear or have disappeared. The usual root cause is a hiccup in our MLS feeds. Unfortunately some are less reliable than others.
We also answer the phone. If you call our 1-800 number and have a question or problem with the website if Courtenay can’t answer your question you’ll likely be transferred to me. In fact last Friday I visited a customer in Issaquah to spend some time to get them up and running (you would think websites would just work!)
Now that’s how feedback works on the tech side of the business. If you call or submit a real estate question through one of our ‘Ask a Redfin Agent’ boxes you’ll get a response back from one of our real estate agents in 2-4 hours.