1 in 2 Agents Don’t Call Back

Discovering that one out of every two consumers who requested a callback from an agent weren't being contacted highlighted a potential problem for the company's future. This realization was crucial in Zillow's evolution, prompting a shift from a company focused on Dream and Shop to one known for buy, sell, finance, and rent. To address this issue, significant resources were invested in improving lead qualification for a stronger consumer experience, ultimately leading to a successful evolution in the company's strategy.