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Keywords to acquire digital support platform Helpshift for up to $75 million

Helpshift has built a customer support automation tool used by companies including Tencent and Zynga.

Chris Kerr, News Editor

December 5, 2022

1 Min Read
A visual representation of the Helpshift support platform

Irish game service provider Keywords Studios has agreed to acquire digital support platform Helpshift in a deal that could be worth up to $75 million.

According to MarketWatch, the deal will see Keywords pay $60 million upfront and another $15 million in cash and shares when specific conditions are met.

Headquarterd in San Francisco, Helpshift has developed a customer support automation tool used by major game companies including Supercell, Tencent, and Zynga.

The platform allows clients to manage and resolve customer support issues in real-time through a mobile app, and according to Keywords will enable it to "cover the full spectrum of support needs and service levels within immersive channels like mobile apps, social platforms, gaming consoles, and XR experiences."

Keywords said Helpshift will be integrated with its existing Player Support business and will be enhanced and supported by its Katan AI studio, which will work to expand the number of languages supported in-app by the Helpshift platform.

"Keywords will create a market leading customer support platform. It will leverage Helpshift’s technology for an efficient consumer experience whilst enabling a team of 2,000 experienced player support agents to provide higher value interactions, and together, creates an [unrivaled] offering for customers," reads a press release.

Keywords has made a number of significant moves in 2022, opening new studios in Brisbane and Adelaide to bolster its presence in Australia and acquiring Age of Empires: Definitive Edition developer Forgotten Empires for $32.5 million.

About the Author(s)

Chris Kerr

News Editor, GameDeveloper.com

Game Developer news editor Chris Kerr is an award-winning journalist and reporter with over a decade of experience in the game industry. His byline has appeared in notable print and digital publications including Edge, Stuff, Wireframe, International Business Times, and PocketGamer.biz. Throughout his career, Chris has covered major industry events including GDC, PAX Australia, Gamescom, Paris Games Week, and Develop Brighton. He has featured on the judging panel at The Develop Star Awards on multiple occasions and appeared on BBC Radio 5 Live to discuss breaking news.

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