Zillow faced challenges with managing an overwhelming volume of customer inquiries. They decided to outsource their customer service operations to a third-party provider in order to improve their customer experience. The BPO provider implemented advanced technology such as automation and artificial intelligence to handle repetitive tasks and improve response times. Additionally, they trained their agents to handle more complex customer issues and provided them with the necessary tools to personalize their interactions with customers. As a result, Zillow saw a significant increase in customer satisfaction and a decrease in the number of customer complaints. Additionally, the provider helped Zillow to expand their customer support service to more countries and languages, which helped them to reach a wider range of customers and increase its customer base.