Case Study: Carsales achieves a 30:1 self-service ticket deflection ratio with Zendesk Guide

Carsales - Customer Case Study

Carsales, Australia’s #1 online classified advertising network, needed a way to centralise customer service across its brands, dealers, and consumers as it scaled. Its existing contact center technology could not support that broader service model, so the company looked for a more flexible system and standardized on Zendesk Guide as part of its Zendesk omnichannel setup.

With Zendesk Guide, Carsales built seven self-help centres with more than 700 articles, including six external brand-specific centres, and saw an average of 6,000 keyword searches generate about 200 tickets. The company says it achieved a 30:1 self-service ticket deflection ratio, while also gaining the reporting and customer satisfaction data its service leadership uses to guide changes across the business.

Carsales

Shaun Wilton

Customer Service Group Manager