Gong > Case Studies > How Gong Helped Zillow Thrive During a Global Pandemic

How Gong Helped Zillow Thrive During a Global Pandemic

Company Size

1,000+

Region

America

Country

United States

Product

Gong’s Revenue Intelligence Platform
Whisper by Gong

Tech Stack

Data Analysis
Real-time Coaching

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Productivity Improvements
Revenue Growth

Technology Category

Analytics & Modeling - Predictive Analytics
Analytics & Modeling - Real Time Analytics

Applicable Functions

Sales & Marketing

Use Cases

Predictive Quality Analytics
Process Control & Optimization
Real-Time Location System (RTLS)

Services

Data Science Services
System Integration

About The Customer

Zillow Group is a leading real estate and rental marketplace dedicated to empowering consumers with data, inspiration, and knowledge around the place they call home, and connecting them with the best local professionals who can help. The company is headquartered in Seattle, Washington and was founded in 2006. Zillow has a company size of over 5000 employees. Stephen, who leads the sales and partnership organization that serves as the Zillow Premier Agent business’s revenue engine, is responsible for building the company’s network of the best real estate professionals in the country, as well as executing new revenue tactics, partner success initiatives, and Premier Agent experience design.

The Challenge

The Premier Agent Sales team at Zillow Group was facing a new and sudden reality: its entire team was forced into a remote-only environment due to the global pandemic. More urgently, they needed to find a way to pivot their business strategy to meet the needs of an uncertain market. The team was exceeding expectations, performing quite well. The question: “How could that run rate be maintained (or even grow) throughout the pandemic?”

The Solution

With the help of Gong’s Revenue Intelligence Platform, the Zillow Premier Agent team significantly improved a key revenue metric and had its best year ever. Gong enabled Zillow to understand the pain its partners were experiencing as it related to the environment. Even better? Stephen’s team got partner suggestions... without even asking. Gong really helped the team open their eyes to what was happening and what could happen. This, in turn, significantly helped drive decision-making — decisions that proved to be on point. With the support of Gong, Stephen’s team put together “the most aggressive relief and revenue initiative ever executed as an organization.” “Better Together Billing Relief” was born.

Operational Impact

Gong enabled the team to observe how its partners (real estate agents) responded — in real-time — giving them confidence its approach was driving customer goodwill, reducing short-term churn, and providing future win-back opportunities.
Thanks to Gong trackers, the team could monitor key phrases and provide instantaneous feedback to reps. In turn, this real-time coaching significantly improved the reception of the discount when the offer was adjusted.
Stephen provided all of the executives a “daily briefing,” with at least one reference to Gong during every meeting, email, and asynchronous update.
Stephen stressed that the bonus of Gong was how quickly and efficiently the managers could amplify best practices learned in real-time by sharing call snippets across the organization for all to hear.

Quantitative Benefit

Ended Q3 with an INCREASE in MRR... during a global pandemic!
Zillow Premier Agent have its BEST YEAR EVER. Not only were they able to retain partners and revenue, but they actually grew their business.