Case Study: Wargaming achieves scalable multilingual player support with Unbabel

Powering up multilingual Support with Wargaming

Wargaming, a leading game developer and publisher, needed a cost-effective way to scale multilingual player support during surges in demand without hiring agents for every language. Working with Unbabel, the company used AI-powered translation and human editing to support tickets in multiple languages, including Chinese, Japanese, Korean, and Portuguese, while keeping support fast, personal, and gamer-focused.

Unbabel implemented a seamless multilingual support workflow integrated with Zendesk, enabling Wargaming’s agents to focus on gaming expertise instead of language fluency. The results were strong: native-language replies helped boost conversions from free to paid players from 12% to 26%, CSAT rose to 82%, and 95% of responses were delivered within 24 hours across 10 languages.

Wargaming

Fabien Dupont

Player Relations Senior Global Project Manager