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

Carsales - Customer Case Study

Carsales, Australia’s leading online classifieds network, needed to centralize and scale support across 15 brands, consumers, dealers and field staff after its legacy telephony/contact‑centre platform proved unable to meet growing omnichannel needs. The company standardized on Zendesk Talk (alongside Zendesk Guide and Chat integrations) to bring email, phone, live chat, social and internal facilities tickets into a single support platform.

Using Zendesk Talk, Carsales built seven branded help centres with 700+ articles powered by Zendesk Guide, added Zendesk Chat and social integrations, and consolidated reporting and workflows. The result: a 30:1 self‑service ticket deflection ratio, roughly 6,000 help‑centre searches yielding about 200 tickets on average, reduced email/chat/phone volumes, and richer analytics and CSAT surveying that drove measurable improvements in response and resolution performance.

Carsales

Shaun Wilton

Customer Service Group Manager