It was bad enough relying on third party providers when chat was but a tiny proportion of customer service interactions, as it grew in importance it was critical for Zendesk to own the channel. Acquiring Zopim enabled them to add an important new revenue stream to their existing customer base of some 52,000 paid accounts. So in order to maximize that increase in revenue, it seems natural that Zendesk is today releasing Zopim Premium, an advanced version of the regular Zopim product that is aimed at larger teams. The offering provides new workforce management tools that improve visibility so that team leaders can better track the performance and productivity of their chat agents and multiple departments. Larger teams need this visibility in order to report on metrics and give management some clarity around the efficacy of the support function. Zopim Premium includes real-time monitoring of metrics, including chat volume, visitor experience, and agent performance.