Unveiling Success: $10.6M in Savings — KRAFTON’s Launch of BGMI

One year post launch, KRAFTON achieved a total savings of $10,600,000 for BGMI, comprising $1,615,000 in FAQs savings and around $8,985,000 in savings from automation using AI & Bots.


Improved Agent Efficiency


increase in CSAT Score




in Total Savings

KRAFTON’s transformative partnership with Helpshift led to a triumphant BGMI launch, setting new player engagement benchmarks, achieving remarkable cost reductions, and fostering heightened satisfaction

KRAFTON embarked on a new chapter of triumph with the momentous launch of BATTLEGROUNDS MOBILE INDIA (BGMI). The game’s release has ignited a frenzy of excitement among the gaming community, drawing an overwhelming response from players across the country. With unwavering dedication to delivering exceptional gaming experiences, KRAFTON’s pursuit of excellence shines brightly. Join us as we delve into the unfolding story of KRAFTON’s journey to success with the highly anticipated launch of BATTLEGROUNDS MOBILE INDIA in India.

Crafting Pre-Launch Goals: A Vision for Excellence

KRAFTON’s pre-launch goals for BGMI were ambitious, aiming to position the game as a pioneering Battle Royale. Their vision encompassed ensuring player satisfaction and success through various approaches.

Seamless Player Onboarding: A top priority was creating an unparalleled onboarding experience, allowing players to enter the game world effortlessly and embark on their adventure without confusion or frustration. Intuitive interfaces and comprehensive guides facilitated players’ initial interactions with the game.

Timely Support Responses: Recognizing the significance of player engagement, KRAFTON prioritized swift and efficient responses to inquiries. Addressing player concerns promptly fostered positive relationships and mitigated potential issues.

Exemplary Customer Satisfaction: Beyond captivating gameplay, KRAFTON aimed to surpass customer satisfaction expectations. Delivering personalized, high-quality support sought to create a loyal player base genuinely satisfied with their gaming experience.

Efficient Resource Allocation: KRAFTON optimized resources and support operations cost-effectively during an influx of player inquiries during the early stages of launch. Using Helpshift’s AI and bots, they were able to achieve up to 75% automation which reduced the number of additional agents needed by 75% of their forecasted capacity.

Helpshift’s Modern Support Journey: Empowering KRAFTON’s Quest

Helpshift’s Modern Support Journey (MSJ) played a pivotal role in empowering KRAFTON to achieve their ambitious pre-launch goals. Recognizing the challenges of managing player inquiries and delivering exceptional support, KRAFTON partnered with Helpshift to address these complexities effectively. 

A critical challenge faced by game developers was figuring out which players to unban upon receiving their appeal. To tackle this, Helpshift developed a custom solution known as  ‘Unban Bothersome Solution’. This innovative solution has built in logic and is designed to distinguish genuine players from cheaters who reach out multiple times to request to be unbanned. When certain conditions are met, the custom solution can either proceed to unban qualifying players automatically without human involvement or assign it to a human for further review. The solution significantly reduced approximately $5 cost per ticket for each unban case, improved agent efficiency by 80% and mitigated risks of unbanning the wrong players or having the legitimate players wait too long to be unbanned.

The success of Helpshift adoption extended beyond positive player reception. Measurable metrics demonstrated a steady 13% increase in the overall CSAT score within one year, showcasing heightened player satisfaction.

Moreover, the MSJ solution delivered impressive ROI results. Including the initial launch period in May, to one year post launch, KRAFTON achieved a total savings of $10,600,000 for BGMI, comprising $1,615,000 in FAQs savings and around $8,985,000 in savings from automation using AI & Bots. These remarkable cost reductions in agent expenses and overall support operations exemplified the value of Helpshift’s support partnership and features across the Modern Support Journey.

KRAFTON’s quest for excellence was fully empowered by Helpshift’s Modern Support Journey, resulting in a triumphant game launch and a successful partnership that laid the foundation for continued growth and success in the gaming industry.


KRAFTON’s journey to a triumphant game launch, bolstered by Helpshift’s Modern Support Journey and the custom-built Unban Bothersome Solution, epitomizes the art of setting ambitious CS goals and finding the perfect support partner. The synergy of advanced automation, intelligent routing, self-service options, and efficient resource allocation empowered KRAFTON to deliver a seamless player experience, surpassing even the loftiest customer satisfaction expectations. The custom solution tailored by Helpshift expertly addressed a critical industry challenge, playing a crucial role in KRAFTON’s remarkable success.

Client satisfaction with the collaboration has been nothing short of exceptional. KRAFTON’s team commended Helpshift’s professionalism, agility, and technical prowess throughout the journey. The positive outcomes go beyond the game’s reception, with a significant increase in sales and unprecedented marketing success. The successful CS of BGMI marked a momentous milestone for KRAFTON in the Indian gaming market.

Industry experts and press alike have been raving about BGMI. Prominent online sources have praised the game’s immersive gameplay, captivating graphics, and outstanding customer support. The game has received glowing endorsements from key figures in the gaming community, further cementing KRAFTON’s reputation as a trailblazer in the industry.

The success achieved through this dynamic partnership underscores the value of forging strong alliances in the gaming landscape. With Helpshift’s steadfast support, KRAFTON’s journey to excellence continues, setting new standards for player experience and redefining success in the competitive gaming market.