💡 The Challenge
A fast-growing U.S.-based Real Estate CRM platform serving thousands of agents, brokers, and franchises across all 50 states was facing an overwhelming rise in customer support demands.
Key Issues:
- Support ticket volume doubled in six months
- Delays in onboarding new agents and franchise partners
- Low CSAT during evenings and weekends
- Engineering team was overwhelmed with Tier-2 technical escalations
Real estate professionals needed fast, knowledgeable support — especially during critical moments like property showings, offers, and closings.
🛠️ The TransData Solution
TransData deployed a dedicated SaaS Product Support Team trained specifically on real estate CRM features, transaction workflows, and integrations with major real estate tools.
What We Delivered:
- Tier 1 & Tier 2 support coverage (7 AM – 11 PM ET, 7 days a week)
- Omnichannel support: live chat, email, and in-app messaging
- Custom-built knowledge base and help center for realtors and brokers
- Onboarding support for agents, teams, and franchises
- Integration troubleshooting for MLS platforms, DocuSign, Zillow, and more
📊 Results That Matter
- 34% reduction in average ticket resolution time
- 94.7% CSAT maintained over a 3-month rolling period
- Agent onboarding time reduced from 5 days to just 2 days
- Less than 2-minute first response time on live chat during peak hours
- 60% fewer Tier-2 escalations, freeing up the product team
💬 Client Quote
“Since partnering with TransData, our agents finally feel supported when it matters most — evenings, weekends, and during high-stakes transactions. We’ve seen faster onboarding, fewer escalations, and significantly higher customer satisfaction.”
— VP of Operations, Real Estate CRM SaaS Platform
🔧 Tech Stack & Channels Supported
- Real Estate CRM
- Intercom, Zendesk
- DocuSign, Zillow, Redfin, IDX/MLS systems
- Google Workspace
- In-app guidance and onboarding modules
🙋 Real Estate SaaS-Specific Expertise
- CRM setup and configuration
- MLS and IDX feed guidance
- Transaction coordination workflows
- Agent and franchise onboarding
- Evening and weekend support coverage
🚀 Ready to Elevate Your SaaS Support?
Whether you’re onboarding hundreds of agents or scaling into new territories, TransData provides a flexible, expert-backed support model tailored for real estate SaaS growth.
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