Case Study: Zillow Group achieves record revenue growth and increased MRR during the pandemic with Gong

How Gong Helped Zillow Thrive During a Global Pandemic

Zillow Group’s Premier Agent Sales team faced a sudden move to a fully remote environment during the global pandemic and needed to quickly pivot strategy to support partners and protect revenue. To get beyond anecdote-driven decisions, Zillow turned to Gong and its Revenue Intelligence Platform for real-time visibility into customer and rep conversations.

Using Gong’s Revenue Intelligence Platform — including Gong trackers and Whisper — Zillow validated market hypotheses, launched the “Better Together Billing Relief” discount program, built product features like video tours, and scaled real-time coaching across the team. Gong’s insights let Zillow optimize SMS and sell-through strategies, reduce short-term churn, and end Q3 with an increase in MRR, helping Premier Agent achieve its best year ever in 2020 and deliver measurable revenue gains.

Zillow Group

Stephen Capezza

Senior Vice President of Premier Agent Sales & Partnerships