At Zillow’s virtual Unlock conference earlier this week, executives spoke on what the company should be focusing on next and came to the conclusion that technology isn’t driving away from the need for agents.
Zillow has been running survey after survey to keep up with consumer behavior in order to plan the next course of action when it comes to business trends.
Zillow Senior Vice President of Integrated Marketing, Ravi Kandikonda, said that some of the results of these surveys have shown that consumers wanting to move are feeling stuck and overwhelmed by the process.
He explained that with tight timelines, gathering enough financials in time, the tightening of lending restrictions, and an ongoing global pandemic are all things technology can’t solve.
“In these types of situations, we absolutely need our partners to make it mentally possible for our customers and make it possible for them to buy.”
Zillow President Jeremy Wacksman said:
“[Consumers] want the phone to do more for them but they need the partner more than ever,” Wacksman said. “They need the expert guide that’s done this hundreds of times, is going to get them through the process, and knows how to navigate the unexpected because the stakes are higher now.
“Our focus at Zillow is building those digital tools so that you all can shine as their partner, as their coach, through the transaction.”