We have been using messagely since it's inception last year in our ecommerce website (we are one of their early adopters). It has helped us solve two problems; first was how we could communicate with customers who were not able to see what products they liked/were interested by clicking through product pages only. Second problem solved was that some users would send messages but there seemed like no way for them know if the customer read or replied back until after 24 hours time period had passed. Now both those issues seem resolved as I am informed via email when someone views my items which makes me happy! Not sure about any downsides to this software other than being priced fairly high at $40 per month for each channel used within your account. Definitely recommend trying out this service free trial before you commit yourself because pricing changes every now n then without.