Zendesk Message is customer messaging software that enables businesses to engage with their customers on their preferred mode of messaging, like Facebook or Twitter, making support a truly personal experience.

1. Messenger Integration

Worked on providing best in breed customer messaging functionality that leverages Facebook Messenger platform of bot functionality and customer interaction tools. Pioneering the support use-case on Messenger.

1. Chat Routing

As part of Zopim's effort to scale to our larger customers, I worked within the Enterprise team to deliver Chat Routing, a key driver for larger support teams to handle increasingly massive chat traffic. The feature was built from the ground up to be fault tolerant and distributed, whilst not sacrificing the customer experience.

https://blog.zopim.com/2016/01/26/chat-routing/

2. Zopim Premium

I focused on two key features from within Zopim's Premium Chat offering, namely Real-time Monitor. Real-time Monitor offers immediate perspective on the health of your live chat support channel and can potentially allow businesses to anticipate strain, or dips in Quality of Service and respond accordingly.

https://blog.zopim.com/2015/04/16/introducing-premium-better-live-chat-at-scale/

3. Zopim Chat in Zendesk

Worked extensively on the Zopim chat experience within Zendesk. Integrating the chat experience within the familiar Zendesk ticketing interface.

http://zendesk.zopim.com/meet-zendesk/