The product is easy to use if you understand how it works internally. It's not very intuitive at first but once you get familiar everything becomes clear. So far there are no downsides for me as I've been using this tool since March of 2018 until now (more than 10 months). We have used Where Scape in our organization since we started working together back then. Their support team was always helpful when needed even though they were busy during peak hours which sometimes made communication difficult between them as well as us customers. They provide an excellent service that covers all needs from basic usage/training till advanced integrations with complex applications such as Salesforce or Dynamics 365 CRM environments where multiple users can access different parts of those systems simultaneously - without any risk of conflicts.