Case Study: Zillow achieves 98% agent engagement and 99.9% uptime with Marchex Sonar (Marchex)

Zillow Boosts Agent Engagement and Satisfaction with Marchex Sonar

Zillow, a leading real estate marketplace, needed a reliable two‑way SMS solution to support its Premier Agent program and enable mobile-first communication between sales reps and agents. After struggling with an unstable tool that hurt adoption, Zillow worked with Marchex to deploy Marchex Sonar to meet strict uptime and usability requirements and to win back internal buy‑in.

Marchex delivered a hands‑on Sonar implementation—integrating an iFrame in Salesforce, SSO, roles/permissions, intelligent routing and bots across 26 regions and enabling seamless transfers between sales and support. The result: rapid adoption, 98% agent engagement, 99.9% uptime, sub‑one‑minute support response times and smoother sales workflows that increased transactional closes and partner satisfaction.

Zillow

Briar Rose Kepiro

Operations Manager Premier Agent Support