I like that it is very easy to use, doesn't take much time at all for someone who has never used this before. It also makes things easier when you have multiple people in your team using one account so they can see what their teammates are doing without having them send messages back-and forth with each other. You cannot edit profiles outside of email notifications if something goes wrong or needs updating (like changing an address). That would be helpful as well! There's not really any downsides either, but just know that there might need more training/help from support staff because some functions aren't intuitively obvious right away. We're solving our customer retention problems by helping customers find us again easily after leaving once previously.