It is very helpful for our sales teams, it helps us with all queries that we get via chat or email etc.,It has helped my work load by reducing number calls I have had so far as well increasing productivity rate at office place where i am working now! The only drawback would be if you are not good enough then this software might make things difficult sometimes like when replying some emails but overall its great product worth using!! This tool really help me solve problems related communication between customers & Sales people which was one factor causing low performance rates among employees due too high workloads they faced while handling their clients issues online through live chats/emails,.