It's convenient to use once you're signed up for it. There are times when I have been away from my computer but want to communicate by text. Also, I can send multiple people at one time instead of having to call each person individually. Sometimes there aren't too many different characters available so that makes messaging hard or even impossible. If your customer base uses this regularly then give it some try. You will find yourself using this frequently because its very easy to navigate through the site as well as sending messages.