How Haptik Helped Scale Dream11’s Customer Support by 30x During IPL 2018

Industry

Online Gaming

Platform

Android, iOS & Web

Live Since

April 2018

Product Used

Customer Care

We’ve found that Haptik’s chatbots are one of the strongest, most technologically advanced in the market and understand the end consumer sentiment extremely well. Our success this IPL season with over 40 million users would not have been possible without Haptik’s chatbot being the wind beneath our wings.

— Harsh Jain, CEO and Co-Founder, Dream11

Dream11 is India’s Biggest Sports Game with 40+ million users playing Fantasy Cricket, Football, Kabaddi and NBA.

Dream11 helps sports fans increase their engagement and connect deeper with the sport they love by being a team owner, not just a spectator. Dream11 is also the official Partner of some of the top sports leagues in the world such as the Hero CPL, Hero ISL and NBA.

Challenge

Dream11 faced a 10X spike in inbound support queries during the Indian Premiere League (IPL) season. They wanted to scale up their support to handle this spike, without incurring a significant jump in cost.

The key objectives of the IVA included:

  • Resolving incoming support queries end-to-end at scale.
  • Providing instant responses to users.

Solution

Haptik built an IVA for Dream11 which helped them:

  • Handle a 30X increase in query volume.
  • Answer FAQs about the game such as rules, account troubleshooting etc.
  • Seamlessly auto-route complex queries to their customer support team.

Business Impact

10X

ROI

1 Million+

Queries Resolved

84%

Automation

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