Case Study: Carsales achieves 30:1 self-service ticket deflection with Zendesk Support

Carsales - Customer Case Study

Carsales, Australia’s #1 online classified advertising network, needed a centralised customer service hub that could support dealers, consumers, and all of its brands across multiple channels. Its existing technology could not handle that scale or complexity, so it turned to Zendesk Support and related Zendesk products for an omnichannel approach.

With Zendesk Support, Carsales built seven self-help centres with more than 700 articles in Zendesk Guide, added Zendesk Chat, and routed social media contacts into Zendesk. The company now sees an average of 6,000 keyword searches across the help centres that generate about 200 tickets, achieving a 30:1 self-service ticket deflection ratio and reducing pressure on email, chat, and inbound calls.

Carsales

Shaun Wilton

Customer Service Group Manager