I like how it can handle multiple channels of communication (both written & verbal). It also has an amazing AI tool which helps improve engagement with customers by providing them relevant information at the right time for their needs. There are some things about this software that could use improvement but nothing too major or anything worth mentioning as such. This product works great! We have been able to reach out to our clients without having to be there physically or even get messages back within minutes after sending via email/texts etc.