Case Study: Redfin achieves faster, trackable agent communications and fewer robocalls with Twilio

Redfin Redefining the real estate experience

Redfin is a national real estate brokerage that uses technology to put the customer first. They faced a fragmented phone system where calls weren’t integrated with backend data, agents had to ask repetitive questions, call activity went untracked, agent mobile numbers were exposed, and robocalls and slow response times were hurting the customer experience.

Redfin rebuilt voice and messaging on Twilio: routing calls through Redfin numbers, adding WebRTC-based calling in their Agent Tools, integrating Nomorobo to block spam, surfacing call-quality metrics, and using SMS and two-way texting for rapid follow-up. The result: faster, more personal interactions (agents take calls from the browser with customer context), protected agent numbers, fewer robocalls, improved tracking and analytics, and higher referral conversion—enabling ongoing, API-driven innovation in the customer experience.

Redfin

David Ganey

Engineering Team Lead