As an agency manager I can manage my team of rep's live in real time with our customers via telegram or web chat without having them physically visit us which saves me so much money as well! This has been such a great help when we are working abroad where it would be difficult (or even impossible) if you could not see your customer face-to-face.
It does take some getting used too but once set up everything runs smoothly between ourselves and clients - very happy client experience at this point!! Nothing really comes into mind right now other than maybe adding new features/tools down the road? We do feel like they have listened closely enough though by implementing these changes since launch day last year.