I like how easy it is to use, and that you can set up your own templates. You can also add multiple people so there are many different ways to communicate with clients. Sometimes, it's hard to figure out who sent something in the chat window. The notifications sometimes don't go through if you're using another program at the time. If you need a really good CRM or project management tool this is great! We have been able to keep all our projects organized, and there is no more confusion about who did what.