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

Carsales has achieved a 30:1 self-service ticket deflection ratio with Zendesk Guide

carsales is Australia’s leading online classifieds network, operating 15 brands and serving both consumers and dealers across cars, boats, bikes and more. Handling roughly 37,000 contacts a month with a multi-team support organisation, the company found its legacy contact-centre tech couldn’t support a centralised, omnichannel approach or scale to meet growing channel demand (email, phone, chat, and social).

carsales implemented Zendesk (Support, Guide, Chat, Talk) — integrating existing telephony and social tools — and built seven branded help centres with 700+ articles. The self-service effort generates about 6,000 searches and only ~200 tickets (a 30:1 self-service ticket deflection), reduced inbound email/chat/phone volume, and unlocked analytics and CSAT surveying that drive continuous service improvements and streamlined internal ticketing.

Carsales

Shaun Wilton

Customer Service Group Manager