How does your app stack up against others in your industry? Download our 2021 Mobile Customer Engagement Benchmark Report to find out!

Request a Demo

We tailor each demo to your specific business needs. See it for yourself and contact us today!

Thanks for reaching out! While you wait for confirmation from an Apptentive team member, you may find these free resources to be of interest:

Guide

View resource

Guide

7 Steps to Product Roadmap Success

Learn how to fight feature creep, deliver the right value, and translate vision into action. Let us help you revitalize your product roadmap today, and help make 2021 your year.

Download Now

Request a Demo

We tailor each demo to your specific business needs. See it for yourself and contact us today!

Thanks for reaching out! While you wait for confirmation from an Apptentive team member, you may find these free resources to be of interest:

Guide

View resource

Guide

7 Steps to Product Roadmap Success

Learn how to fight feature creep, deliver the right value, and translate vision into action. Let us help you revitalize your product roadmap today, and help make 2021 your year.

Download Now

Zillow


Zillow is the 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.

Learn more about how Principal Program Manager, Jessica Sheibach, used Apptentive to proactively gather customer feedback within their mobile experience and use that data to inform business decisions such as product roadmap prioritization.

Watch Video

Industry

Lifestyle

Business Size

1.25M Monthly Downloads

Business Type

Real Estate

Use Cases

Product Roadmap, Customer Acquisition, Brand Reputation, Ratings & Reviews

Apptentive helped Zillow:

78% survey response rate
100% increase in 5-star ratings
4.0 to 4.8 increased star rating

Challenge

Before Apptentive, Zillow used a basic, homegrown app rating tool they built internally. They also struggled to identify the right time and place to ask customers for ratings and reviews, and ended up over-asking them. As a result, customers grew frustrated and complained.

Zillow needed to add better business logic to be able to prompt the right people at the right place and time as well as a way to holistically combine in-app feedback to their first-party customer data profiles.


Solution

With Apptentive, Zillow was able to add business logic into their ratings prompts in order to ask customers for feedback at the right place and time. They also gained the ability to update this logic in real-time depending on the needs of their customers.

Zillow quickly saw an improvement in app ratings, moving from a 4.0 to 4.8 star rating which moved up their ranking in the App Store.

By proactively collecting feedback from customers, Zillow was then able to get ahead of small issues for mobile customers such as bugs, login issues, and more, before they became larger issues. The Zillow team was also able to redirect unhappy customers into their existing customer service platform so the feedback integrates smoothly between teams. This feedback also helped inform and prioritize their product roadmap with actionable, rich data.

Finally, Zillow’s usage of Apptentive Surveys allowed them to understand customer preferences. In just a few minutes, they were able to set up and deploy a survey asking customers to opt-in to different notifications. Within just a few days, they had hundreds of responses. This data was then analyzed quickly and helped Zillow’s product team prioritize different features on their roadmap.

With Apptentive we are now able to take people who may not be as satisfied, may be having a problem, or experiencing a bug and redirect them really easily into our existing customer service system. Also, I can read it as a Product Owner every day and help facilitate bringing that qualitative feedback to the team. Also, we can take action on helping people who might be struggling or building a feature which people are requesting.

Jessica Sheibach, Principal Mobile Program Manager

Related Stories

How the product team at JetBlue uses customer feedback to inform their product roadmap and drive revenue.
Learn how Dunkin’ uses Apptentive to better understand and act on the needs of customers by collecting and analyzing feedback.

Ready to see Apptentive in action?

Request a demo of Apptentive today.

Let’s Connect

Sign Up for Our Newsletter

Stay up to date with the latest product management and mobile marketing news.