Case Study: Carousell speeds transactions and boosts in-app messaging with Sendbird

Carousell Boasts Highest Engagement Rate And Increases Transaction Velocity With Buyer-to-seller Chat

Carousell, one of the largest classifieds marketplaces in Southeast Asia, needed a better way to support real-time buyer-to-seller communication inside its app. Its earlier commenting system pushed users to external messenger apps like WhatsApp or iMessage, creating a fragmented experience, losing engagement, and limiting the Trust and Safety team’s ability to follow up on failed transactions. Carousell chose Sendbird to add in-app chat and keep conversations tied to listings.

With Sendbird’s chat platform, Carousell built an integrated messaging experience with read receipts, typing indicators, suggested messages, and shadow block capabilities, while keeping its own business logic in control. The result was faster transactions, stronger safety controls, and more reliable communication: transaction completion time dropped from hours to minutes, messaging uptime reached 100%, monthly messages increased 1.5x, and chat MAU grew 6.5x.

Carousell