The ability to have access via web or mobile makes it so easy as we never had any issues managing our customers through chat! I like that they offer both free accounts with limits but also pay versions if you want more features/data usage etc. It's difficult at first when there are multiple options out in front of them - just make sure your goals match theirs (for example what products do they sell). There isn't much room to personalize their interface which could be improved by adding different colors / designs to each section. They're great about keeping things simple though. Make use of all available methods - desktop app, website and even SMS messaging where applicable. We're solving customer service problems across many types of businesses including Financial Services Providers such as banks & credit unions.