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

Carsales finds more agility, better data and 30:1 deflection by moving to Zendesk

Carsales, Australia’s leading online classifieds network, operates 15 brands connecting consumers and dealers for cars, boats, bikes and more. With a complex, multi-channel customer base and separate consumer and dealer support teams, the company needed a centralized contact solution because its legacy telephony and contact-centre tools couldn’t scale to support omnichannel service across brands and channels.

carsales standardized on Zendesk (Support, Guide, Chat and integrations) to centralize channels, launch seven branded help centres and build a 700+ article self-service library. The result: a 30:1 self-service ticket deflection (about 6,000 searches generating ~200 tickets), reduced email/chat/call volume, consolidated internal ticketing, and richer analytics and CSAT measurement that drive continuous service and product improvements.

Carsales

Shaun Wilton

Customer Service Group Manager