Zap Community

The Zap community is the online support center for Zap, a customer management platform used by over 150,000 agents and brokers to manage their client relationships. These agents and brokers worked under Realogy brands—Century 21, Coldwell Banker, ERA, and Better Homes and Gardens Real Estate.

In 2018, Realogy shifted its customer support strategy, moving the bulk of Zap support from the online community to the help desk call center. Our team redesigned the Zap Community to align with the new strategy, while giving it a much needed visual refresh and mobile-responsive capabilities.

 
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Community in 2017

Prior to this overhaul, the community was outdated, difficult to navigate, and desktop-only, making it hard for agents to access support on the go.

Prior to this overhaul, the community was outdated, difficult to navigate, and desktop-only, making it hard for agents to access support on the go.

 

Side-by-side comparison

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Impact

Users shifted seamlessly from the old community to the new version, increasing our NPS scores towards the new design. The new site is much easier for our marketing team to handle content management and maintenance.

Higher engagement

With the Zap Community overhaul, the redesign increased average per user page views and searches by 200%.