Case Study: Dream11 achieves 30x customer support scale and 10x ROI with Haptik

How Haptik Helped Scale Dream11's Customer Support By 30x During IPL 2018

Dream11, India’s largest fantasy sports platform with 40+ million users, faced a predictable but massive surge in customer support demand during the IPL season — roughly a 10x spike in queries — and needed a scalable, fast, cost-effective solution to avoid long waits and rising support costs. They engaged Haptik to address this seasonal challenge using its Support Bot.

Haptik deployed its SUPPORT BOT across Dream11’s website and Android/iOS apps, training it on FAQs and routing complex issues to human agents via Haptik’s agent chat dashboard. The bot handled 1M+ queries during IPL 2018, automating 80% of inbound requests with a 32-second average resolution time, absorbed the 30x volume increase without growing support headcount, and delivered a reported 10x ROI for Dream11.

Dream11

Harsh Jain

Chief Executive Officer and Co-Founder