I like that you have options to change things up when it comes time so they aren't stuck with just one option once we've made our selection at their website! We also really appreciate being able use email in lieu sending paper mail; this is very helpful especially during peak season (i'm sure other times as well).
It's not perfect by far but has been easy enough using them until now where my needs are more complex than what was offered previously - which makes sense considering how much better technology gets every year right?