Case Study: Carousell achieves 24% ticket deflection and faster multilingual self-service with Zendesk Messaging

Carousell + Zendesk Expanding with multilingual self-service

Carousell is a fast-growing Southeast Asian marketplace founded in 2012 that makes buying and selling as simple as taking a photo. As the company scaled, its 45-person support team handled about 30,000 tickets per month but struggled with a legacy platform that didn’t scale—resulting in slower response times, manual tagging errors, poor customization for collecting customer data, and pressure on CSAT.

After switching to Zendesk (Support, Guide, Chat, Explore) Carousell implemented custom forms, automated tagging and routing, and a multilingual knowledge base powered by Answer Bot. The help center now gets 1.1 million views/month, Answer Bot has a 22% click-through rate and deflects 24% of general enquiries (7% of all requests), helping the team answer 77% of tickets within 24 hours and focus on more complex issues.

Carousell

Chloe Ng

Internal Products Specialist