showcaseidx

Hey there! Reach out to us at [email protected] and we can get you squared away.

Hi Sebastian,
We are terribly sorry you feel this way about our product and company and take your loss of trust in us with extreme disappointment on our end. You seem to have been with us from the initial stages and while the product has made huge strides, we understand that you are bitterly disappointed at the pace in which we continue to innovate.

Before our acquisition by eXp, our team was working really hard behind the scenes to deliver on the features, updates, and improvements we promised to deliver. That being said, there were a number of features that we promised in good faith at the time that we were unable to deliver on due to lack of resources. In the months since the acquisition, we have been working hard to add the right engineers and product managers to our team, to make sure this never happens again.

We have tried looking for your customer or developer information in our customer database so that we could respond privately to address your concerns. While we cannot verify the claim of waiting days to receive support, I can assure you that we are looking into it and as always continue to assess, review and locate ways in which we can improve and streamline our processes to reduce the need for support issues and improve how we assist our customers.
We believe we have one of the best customer support departments, who work every day to resolve, assist and educate our valued customers and our most important resource. Nothing we do here is possible without our customers.

While we were acquired by eXp World Holdings, we remain a separate company from eXp Realty and have held true to every core principle of our company. Privacy and confidentiality of our customers and their individual leads have always been kept separate and shared with no one. Please see the Trust & Transparency section of our website for extensive details of both our approach to privacy and the legal protections we take to secure all leads and contact information of every client.

We would be happy to speak directly with you and review any concerns you have. Please contact us at [email protected], let us know that you’re following up from your review, and any contact information from when you were a customer (or trial) so that we can further look into your individual interactions with anyone on the Showcase IDX team.

Just to address this review since it’s been a while since it was left, and I want to make sure that it doesn’t come across like we didn’t respond to it. We responded immediately to it. Our COO and support team initially responded directly to this customer within 10 minutes of this review being posted to see what was going on here and to help. What is clear is that there was definitely an ongoing issue with that MLS feed that our team had been working on with the team at MLS Grid. The customer had every right to be inquiring about the status of the issue. Very frustrating problem.

To a lot of our customers’ chagrin, we don’t give ETAs on resolving issues because what can seem like simple issues can often turn into bigger projects to properly resolve. We usually say that it’ll be “at least x amount of time”. I’m sorry that you were told that it’d be fixed in at least two weeks and that it took longer than that. The issue turned out to be much bigger in scope than we had originally thought. I know that the customer was reaching out looking to get an update on this issue, when the situation that caused this review took place.

For exactly these kinds of situations, we track and keep incredibly detailed records on absolutely everything that our team receives or sends: calls, voicemails, emails, chats, etc, everything. That being said, this customer is a website developer who has been great and has brought us a bunch of business, so this really is disappointing that they had this experience. We’re really sorry about it. They represent a number of agents that use our platform, so we may have missed something, but we’re pretty sure that all correspondence was responded to. We’re not perfect, and things do occasionally fall through the cracks, but we try our best to not let that happen. We certainly apologize if that happened.

To address the assertion that we were unresponsive to 18 calls, we can only see 8 calls for their number that were made within a 25 minutes period on 11/7/2019 (link: https://www.dropbox.com/s/pvsn8184ly6yg7k/call-record-wp-org-review.jpg?dl=0) which is about 5 days before this review, at a time when our team was temporarily unavailable to answer the phone while working with other customers.

Once our COO got on the phone with the customer on the day of this review (Nov 13th), Alan found out that she was used to our old answering service (Ruby) which picked up every call and was expecting that same experience. This answering service was great in picking up all the calls, but was expensive and didn’t really provide the level of help our team can provide and consequently created other problems. So about a year ago we have the calls go directly to our support team. This effectively means that not all inbound calls can be picked up if the team is busy on other calls, etc.

In this case, with these 8 calls, no voicemails were left. They were hung up before hitting the voicemail. You can see in the attached image (linked above) that our team picked up another inbound call (to a direct extension number) once they had gotten off a previous call. It’s not that we weren’t picking up the phone, and it certainly wasn’t that we were avoiding this customer, it was case of unfortunate bad timing and receiving a voicemail. We’re sorry that this came across this way, we understand that perception matters, but we were doing the best we can, and because no voicemail was left these calls didn’t show up to our team. All voicemails are transcribed and a ticket is created in our helpdesk ticketing system so we don’t miss these kinds of things, so we can avoid situations that prompt reviews like this. If you look at our other reviews, you’ll see that this is an unfortunate outlier.

We’d like to think we’re still a fantastic plugin, that being said we absolutely did have some data issues with that MLS, which unfortunately happens with MLS feeds for all IDX companies from time to time, and it’s something we hate more than anyone. We 100% understand the frustration that it can cause. But to say that we’re not responsive across a range of communication, isn’t how we do things and in looking at our tracking records we’re not able to see that any emails or chats from this customer went without response.

We’re not for a second saying that we didn’t miss something, just that we can’t see it from the accounts that this customer had contacted us on previously and since. Regardless, it’s awful that they ended up feeling this way about our level of support, since our team has a well-deserved, great reputation for being responsive, friendly, and helpful.

As always, buyer beware, but it’s also contextually relevant to know that this customer, from our records did not cancel (from what we can tell). We provided a $400 discount on their next annual renewal, to make up for these issues. We want to do right by our customers and treat them like we’d like to be treated. We hate that this happened and want to make sure that we made it as right as we can. We’d love to keep on working with this developer, and Alan, our COO, has reached out a few times by email proactively in the past 4 weeks since this review to make sure she was okay.

If you have any questions or concerns, please reach out to us at 1-800-478-0181 or [email protected].

Scott Lockhart
CEO – Showcase IDX

This has been resolved in our most recent release.

@joelrapin You can find out way more about everything you’re looking for at https://showcaseidx.com. But we can give some quick answers here.
Sorry we didn’t get back to you sooner, but we don’t check this page that often. 99.999999% of our support requests go through [email protected] and our phone line: 800-693-5121.

1) The base version is $59.95/mo. No set up fees.
2) Yes, you can do a map search and create emails based on updates.
3) Yes, you can save a map search.
4) Yes, you can set up property update emails
5) No, IDXBroker is a competitor of ours that does similar things to us, so we don’t really integrate with them. Although they are nice people and we’d be happy to have a beer with them some day.

Hi! We highly recommend if you’re having issues with our plugin to contact us at [email protected] or give us a call at 1-800-478-0181. It’s by far the most efficient way to get help and ensure that we see your issue as fast as possible. If you’re still having this issue, please send us an email and we’ll be there to help!
Thanks!

@realestatebave We’re switching this over to our support ticketing system where we can help you figure this out. You can get a hold of us quicker by emailing our customer experience team at [email protected]. Our team will be in touch shortly.

If you haven’t already, please contact our support team at [email protected]. We can help diagnose the problem better over email.

Custom post types don’t interfere with the plugin. We currently work entirely through shortcodes, so as long as the theme supports them where you want our plugin to show up, then you should be good to go.

You can also take advantage of our free trial to test the plugin and ensure everything is working correctly. Our support team can work with you to get through any issues and get you up and running.

At this point we only support residential real estate… we will be adding commercial listings in the near future. We do not advertise that we have commercial listings. As far as the properties not displaying correctly on the map, we’ve not had any recent support tickets about this. If you encounter issues like this, let us know so we can take a look.

There is a monthly fee of $59.95 after a 10-day free trial. We don’t have Sandicor at the time of writing this, but we’re aiming to add this MLS in Q1 2015.

Hi Brady!
Those issues with Safari have been fixed and everything is working great now. Thanks for letting us know about them and for the great feedback/rating!
Cheers,
Scott.