Case Study: Carsales achieves agile, customer-centric insights with Vision Critical

How carsales use contextualisation and segmentation to fine-tune the seller experience

Carsales, Australia’s largest online automotive classifieds site, needed a better way to understand how, why, and when customers buy as competition intensified from customer-experience leaders like Amazon and Facebook. To stay ahead, carsales worked with Vision Critical and used its online community platform, The Loop, to gather real-time customer insight and support more customer-centric decision-making.

With Vision Critical, carsales segmented community members by demographics, behavior, and purchase intent to ask the right questions at the right time, then used those insights to tailor seller packs and other experiences. The result was faster, more targeted activation across eight teams, improved customer satisfaction, and an estimated 25% to 26% reduction in distribution costs for private seller packs.

Carsales

Deb Heaphy

Customer Experience Manager