Case Study: Carousell boosts marketplace engagement and transactions with Sendbird Chat

Carousell boasts highest engagement rate and increases transactions with chat

Carousell, a leading classifieds marketplace in Southeast Asia, needed to improve buyer-to-seller communication inside its app. Its original commenting system was not real-time, so users often left the app for WhatsApp or iMessage, creating a fragmented experience, limited data ownership, and trust-and-safety issues. Carousell chose Sendbird’s chat product to support core transaction flows with secure, scalable in-app messaging.

Sendbird implemented a custom, feature-rich chat experience for Carousell, including online presence, delivery and read receipts, typing indicators, and moderation tools like profanity filters, regex moderation, and shadow banning. The results included a 10-week migration, 1.5x monthly message count, 6.5x chat MAU, faster transactions from hours to minutes, and 100% uptime for messaging, helping Carousell boost engagement and transaction velocity while reducing engineering effort.

Carousell