I still think their fundamental mistake is their thinking they are tech company first and real estate company second. They seem to think that just because they have the best tech, whatever that means, problem will solve itself. That they don't need to, gasp, advertise on TV for example. I am not sure what their commissions structure are, but I saw they lost not one but two team leads in the last couple years.
Real estate, for better or worse, is still a "people" and "relationship" business. Most people buy one or two houses total in their entire lifetime. They need personalized service and a lot of hand holding. Telling them to go research themselves on a website is very daunting for most people. Now that they shut down their forum newbies don't even have a place to ask questions.